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News : Government Sets Up Call Centre to Tackle Construction Mafia

#contactcenterworld

Johannesburg, South Africa, Aug 21, 2023 - The government is setting up a call centre for the "speedy reporting" of disruptions at construction sites, said Public Works and Infrastructure Minister Sihle Zikalala.

The minister was speaking at a briefing on Sunday, where he provided an update on the progress of key infrastructure projects as well as measures to tackle disruptions at construction sites, instigated by the construction mafia.

News24 previously reported on how the construction mafia - which grew out of two militant groups in KwaZulu-Natal and has since spread to all provinces – terrorise building sites, demanding a 30% stake in projects. They often rock up at these sites, armed and presenting themselves as business forums.

But on Sunday, Zikalala said that law enforcement agencies were prioritising these crimes. "There is a glimmer of hope that eventually we will win the war against those involved in extortion, hijacking and disruption of construction sites," he said.

"To assist the construction sector, we are establishing a call centre for speedy reporting of construction disruptions, and this will support the assigned law enforcement units to this priority crime," said Zikalala.

He said the call centre would ensure that information would be received as quickly as possible and those who reported disruptions, as well as contractors and their families, would be protected.

In July, Zikalala said that at least 605 suspects linked to the construction mafia had been arrested, City Press reported.


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Blacklisting service providers

During the briefing, Zikalala also shared steps the government was taking to introduce consequence management for contractors "short-changing" the state with their "shoddy workmanship and deceitful liquidation".

The department has appointed a Restriction Committee and Authority (RCAA) – consisting of people with expertise in legal services, construction, supply chain and security service, among others. The RCAA would consider cases brought to it to restrict certain service providers from doing business with the state over their failed performance on government contracts and also abusing the supply chain system.

If branches of the department were to face issues with a contractor, they would have to submit a motivation for restriction to the RCAA, who will then evaluate the case and make a decision. A contractor would also be allowed to make representation or give an explanation as to why they should not be restricted or blacklisted.

The Department of Public Works and Infrastructure will then recommend the restriction to the National Treasury. The Treasury would then consider the matter and make a final call.

"The periods for which a service provider can be restricted from doing business with government is up to a maximum of 10 years," Zikalala said.

So far, the department has recommended seven service providers to the Treasury for restriction. Some had successfully appealed their restrictions.

As an additional step to limit the risk of poor performance by some contractors, the department has recommended that the Construction Industry Development Board (CIDB) – which all contractors have to register with to do business with the state – strengthen requirements for its registration processes.

This is to whittle out "bogus" companies, as Zikalala described it.

"Some of the companies hold the registration certificate from the CIDB but are not qualified or at a level to undertake the scope of infrastructure work they are doing," said Zikalala.

The CIDB will have to also consider the technical capabilities of contractors to undertake work for the state. Zikalala said underperforming contractors and those involved in corruption must be removed from the CIDB's register of contractors.

The department has also asked that the CIDB establish an ombudsman office to resolve disputes in the construction industry.

Reclaiming property

The department is also looking to recover its lost, stolen and "illegally occupied" properties in a project known as Operation Bring Back.

The department is working with the Special Investigating Unit, the National Prosecuting Authority, and the SA Police Service and will make use of the courts to prosecute those that have stolen state land.

"We will investigate, detect, prosecute, recover and resolve the potential misappropriation of state land and buildings," said Zikalala.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.news24.com


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Published: Thursday, August 24, 2023

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2023 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

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Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

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3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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