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News : SA Call Centres Support Vaccine Registration Programme


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."


Posted by Veronica Silva Cusi, news correspondent

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
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About CCI South Africa:
Company LogoCCI is an African international and domestic business process outsourcer, providing outsourced customer contact services for clients all over the world. From our call centre’s our teams provide BPO services to domestic & international clients that include sales, customer service, technical support, and blended omni-channel contact centre engagement. CCI supports some of the world’s leading brands in telecommunications, media, energy, utilities, insurance, retail, e-commerce, travel & leisure & financial services.
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Today's Tip of the Day - Vendor Selection

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

Published: Friday, July 9, 2021

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2022 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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