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News : SASSA Call Centre Capacity has Improved

#contactcenterworld

Pretoria, South Africa, June 10, 2021 -- When the Covid-19 social relief of distress grant was introduced in May 2020, the South African Social Security Agency (SASSA) found itself unable to answer a huge increase in phone calls to its helpline.

Phone calls to the SASSA call centre are now being answered at a rate of 79%. It was less than 30% at the beginning of March. In April this year, SASSA was receiving over 21,000 calls a day.

According to SASSA spokesperson Paseka Letsatsi, a backlog of about 343,200 emails has also been cleared.

Currently, the average time it takes to answer a call to its helpline is five minutes but we phoned the helpline number and reached an operator within a minute.

SASSA, which initially only had 30 call centre agents working in the national office, outsourced an additional 300 call centre agents at the beginning of the year.

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The contract was awarded to a company called Altron Bytes People Solutions for a six-month period and cost the agency over R29 million, according to the Department of Social Development in answer to a parliamentary question in March.

"This expenditure can only be justified if call centre agents are trained and capacitated to address and resolve a significant number of queries or cases, rather than merely directing people to their nearest SASSA office," said Black Sash spokesperson Esley Philander.

Philander also said that while the Black Sash welcomes the improved answer rate of the SASSA call centre, the turnaround time for queries to be resolved is more important.

Letsatsi said that with the introduction of the Covid-19 relief grant, SASSA was suddenly expected to process an additional ten million applications per month, but with the same number of staff. Beneficiaries who were contacting the call centre wanted guidance on grant processes to follow, questions about payments, and general information.

"The new grant effectively doubled the client base attended to by SASSA within a matter of a month," said Letsatsi. "The number of calls escalated exponentially, which resulted in the call centre not being able to cope."

The Black Sash runs a free paralegal advice service.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.groundup.org.za


Today's Tip of the Day - Where Is The Business Going?

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

Published: Monday, June 14, 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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