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News : UIF Call Centre Backlogs Shock Scopa


Pretoria, South Africa, Nov 2, 2020 -- Parliament’s standing committee on public accounts (Scopa) has expressed concern at the massive backlog at the UIF call centre.

Scopa chairperson Mkhuleko Hlengwa said the lack of capacity was particularly seen in departments dealing with emails, online applications and calls from the public.

The committee conducted an oversight visit to the UIF offices in the Pretoria CBD.

"Scopa was informed that the call centre currently has a backlog of 444 000 emails from the public with only eight call centre agents to attend to those emails.

"It gets an average of 30 000 calls a day, but can only attend to 3 000 of those calls. This has a negative outcome on service delivery and on everyone that requires services from the UIF," said Hlengwa.

He said the committee believed that the Employment and Labour Department needed to put special focus on the information and communication technology department, which was responsible for the UIF’s system.

He said the system also contributed to the disbursing of UIF Covid-19 funds to deceased people, inmates, members of the South African National Defence Force (SANDF), South African Social Security Agency (Sassa) beneficiaries, National Students Financial Aid Scheme (NSFAS) beneficiaries, foreign nationals without working permits, and public servants including UIF employees.

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"It is also disturbing to note that the consulting company responsible for the development of the same system could not respond to questions about weaknesses in the system."

Hlengwa said the committee wanted the employment and labour department to investigate obtaining an integrated database system with other departments to avoid the "kind of corruption that has happened as a result of these weaknesses".

Hlengwa said Scopa also welcomed the consequence management process that the labour minister had undertaken in response to the corruption and irregularities that had occurred at the UIF.

"However, Scopa remains concerned with the challenges plaguing the UIF, as it is clear that the issues run deep and date to a period before Covid-19. The pandemic has simply exposed pre-existing weaknesses."

Meanwhile, dependents of deceased pensioners have been urged to validate their details on the system.

Acting departmental spokesperson Musa Zondi said clients and beneficiaries of compensation fund pension benefits had until the end of this month, to come forward and validate their details or else their benefits would be terminated.

"The commissioner of the compensation fund issued a notice… to inform all the pensioners who are currently receiving a monthly pension from the fund."

The benefits relate to disability pensions and death benefits while the notice applies to pensioners who reside in South Africa as well as those outside of South Africa.

The director of compensation benefits Nokuthula Sihlangu said clients and beneficiaries had to act as a matter of urgency as failure would result in their benefits being terminated.

Sihlangu said the compensation fund had embarked on a process to cleanse its pensioners’ database since September 2019.

"The process was undertaken to assist the fund to improve the integrity of the pensioner’s database," said Sihlangu.

She said this process would affect injured employees who received a pension from the fund because of disability as well as dependents of deceased pensioners.

The department said beneficiaries needed a copy of 13-digit identity document or a passport.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Stakeholders Involvement

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Published: Wednesday, November 4, 2020

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

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:


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.

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.

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.

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.


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


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...
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Nuxiba Technologies

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!


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.

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

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