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News : SA Call Centres Support Vaccine Registration Programme

#contactcenteworld

Johannesburg, South Africa, July 7, 2021 -- South African call centres have received a boost from the country’s ongoing COVID-19 vaccine programme.

This, as government’s registration process for the COVID-19 vaccine this month shifted to the 50 years and above population group.

As the vaccination programme continues in SA, the health department has rolled out four mechanisms to register for vaccinations, namely the electronic vaccination data system, popular messaging service WhatsApp, USSD and a toll-free hotline.

Now, a broad group of organisations, including Business Process Enabling South Africa (BPESA), CCI South Africa and CareerBox have partnered to provide call centre support for the National Department of Health’s vaccine registration programme across SA.

CareerBox, for its part, is responsible for using impact sourcing to identify and train agents to assist the public to register for the vaccine and to deal with queries around the vaccine registration process.

The national government is rolling out the vaccination programme in a phased approach, with the aim of vaccinating 67% of the population.

Part of efforts to support the rollout programme included the set-up of a COVID-19 public hotline (0800 029 999) to assist South African citizens that are 60 years and older to register for the vaccination.

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The contact centre was opened on 17 May with a ribbon-cutting ceremony, with representatives from BPESA, CCI and CareerBox.

Ensuring employee safety

In a statement, the organisations say this contact centre for the vaccination registration campaign is backed by local business process outsourcing industry body BPESA, while the 100 agents were sourced from within CCI South Africa, which is also providing team leaders, operations managers, reporting, and safety, health, environment and quality representatives.

They note that given the current environment, strict measures have been put in place at the contact centre to ensure employee safety and limit the spread of the coronavirus.

"With the recent announcement of South Africa's unemployment rate rising to 32.6% between January and March 2021 and more than 7.2 million officially unemployed, it is imperative, now more than ever, that businesses adopt initiatives such as impact sourcing to contribute and kick-start the economy," the organisations say.

"The impact has been especially hard felt among youth, as well as women, with black African women remaining the most vulnerable group, with an unemployment rate of 38.3%."

CareerBox says it was brought on board to drive impact sourcing, which sees skills development and training being provided to youth and women from disadvantaged backgrounds, in order to place them in entry-level jobs that offer an opportunity at a career and sustainable future income.

It points out that this not only benefits the individual, but has a positive impact on their families and communities as a whole.

"CareerBox worked with CCI to identify suitable candidates from within that organisation’s existing pool of contact centre agents, before putting them through a rigorous training programme to equip them with the necessary skills and knowledge needed to efficiently assist the public to register for the vaccine rollout programme and deal with queries," says Lizelle Strydom, MD of CareerBox.

"This included an eight-hour train-the-trainer session, as well as a longer two-day training programme for all the selected candidates. In total, 100 contact centre agents, 14 team leaders, four quality assessors and two operations managers were trained."

She adds that with a majority of the identified candidates having already undergone workplace readiness training as part of CareerBox’s impact sourcing programme, the training sessions focused more around product training, familiarising agents with the system, and educating them around the compliance requirements.

Inbound call success

According to Strydom, the campaign had answered over 30 000 inbound calls with a successful answer rate of 98.5% about vaccine registrations, as well as queries from the public in the first 14 days.

This includes confirming if people are already registered, registering persons over the age of 60 or those over 18 with co-morbidities, healthcare workers and to assist people in changing the dates of their vaccination, she adds.

"This partnership shows what is possible when business, government and civil society come together and look at how each of them can play a role in driving positive change in South Africa," Strydom says.

"We have been able to take a challenging situation and turn it into a positive one that can be used to support high-growth industries while providing career opportunities for disadvantaged youth and women, who are particularly affected by the high unemployment rate in our country."

"We as a business are honoured and of course prepared to work with all stakeholders to ensure this programme runs as smoothly as possible," says Peter Andrew, MD of CCI South Africa.

"To play such an important role in protecting and saving the lives of South Africans means we must work tirelessly to provide the best service and ensure our staff are well-versed to handle a project of this magnitude."

#contactcenteworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About BPESA:
Company LogoBPESA operates both as a specialist investment promotion agency for business process outsourcing (including contact centres) and as a national trade association and networking body for the industry. The mandate of BPESA is to create jobs. It does this by raising awareness of the industry’s potential internationally thereby assisting in attracting new investments. It achieves this by helping to create an enabling environment for investments to thrive and grow – developing the skills base, supporting SMEs, and providing linkages to national and regional government, ensuring the implementation of pro-growth policies. BPESA’s mission to promote job creation in the South Africa BPO industry. This is achieved through the promotion of: • Investment • Networking/Industry Development • Skills Development
  Company Blog   Company RSS Feed   Company Facebook   Company YouTube   Company Profile Page

About CCI South Africa:
Company LogoCCI South Africa is a large international contact centre in South Africa, specialising in customer lifecycle management, digital engagement, inbound and outbound customer engagement in the BPO space.
Company RSS Feed   Company Instagram   Company Profile Page

Today's Tip of the Day - Printing Telephone & Fax Numbers

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

Published: Friday, July 9, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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