Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Thamer Noori
Director of Industrial Security and Safety Dept.
Işık Tazeler
Chief Growth Officer

News : Over 270,000 Home Affairs Hottline Calls Unanswered


Johannesburg, South Africa, Mar, 2023 - More than 270 000 calls were dropped by clients before they received assistance via the Department of Home Affairs’ (DHA’s) call centre during the 2021/22 financial year.

This information came to light in a Parliamentary response to a query from Democratic Alliance MP Adrian Christopher Roos on the status of the home affairs hotline.

In the response, the DHA says its hotline number received a total 602 607 calls for the period under review.

Of those, a total of 273 760 calls were dropped before they were attended to.

The home affairs department’s hotline was createdafter a survey showed citizens wanted to have their enquiries answered before they applied for services.

It’s also aimed at reducing the volumes of people that need to stand in queues at DHA offices.

However, many citizens have expressed their frustration at the long wait times to receive the necessary assistance, or complain their calls go unanswered.

Detailing the contact centre’s service level targets, the DHA says 80% of calls directed to agents by the integrated voice response system are to be answered within 20 seconds.

On the other hand, 60% of calls relating to information requests − for example, how much is an enabling document, which documents are required to apply for enabling documents, how to apply online, how to change an online application, live capture offices and location of offices, and status updates on an application process − are to be resolved within the first call.

The average call handling time is six minutes, it notes.

It further indicates the call abandonment rate is 20%. "These are calls that are sometimes dropped or terminated by clients before being responded to.

"Cases created and escalated to second line support are to be escalated within 24 hours of the case being created."

According to the DHA, all service levels for the period under review, with the exception of the call abandonment rate, were achieved.

"This was due to the centre operating at 50% capacity to ensure compliance with the lockdown and COVID-19 regulations, as passed by the president of the Republic of South Africa and the World Health Organisation."

The first call resolution percentage for the financial year 2021/22 was 61%, it adds.

There is a total of 120 contact centre agents in the approved home affairs contact centre organisational structure, with the total number of agents for the 2021/22 financial year at 94, it states.

"During this period, the contact centre operated on a rotation system, catering for 50% capacity per shift, to ensure adherence to the lockdown and COVID-19 regulations.

"The centre therefore had on average 42 agents per shift, excluding those with comorbidities and those on isolation as a result of COVID-19 infections."

The DHA’s hotline number is 0800 60 11 90.


Posted by Veronica Silva Cusi, news correspondent

About Department of Home Affairs South Africa:
Company LogoNational Department Of Home AffairsCompany Profile Page

Today's Tip of the Day - Communication Is Key

Read today's tip or listen to it on podcast.

Published: Thursday, March 16, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.



Starting on the hour every hour today

Contact Center Best Practices At This BPO

Coming up this Week

Customer Service At Leading Global Phone Provider
Jun 23

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =