Industry Research : Call Centres a Career – CallForce
The call centre sector in the Western Cape employs more than 34000 people. This is according to a research survey by CallForce.
CallForce MD Candice Roberts said that many young people were working in this industry and that many young people were beginning to view the sector as a career.
"The popular perceptions of contact centre agents being stressed and dissatisfied is off the mark. "We conduct an annual agent survey to ensure that the company is constantly in touch with the needs of thousands of call centre agents serving a wide range of large companies nationally. "The survey results also showed that the majority of the call centre agents, 53%, are between the ages of 25 and 30, with 36% falling into the 18 to 24 year age group. And 55% of the agents are women.
"There are also clear sectors in which call centre agents prefer to work, with 36% choosing financial services and 25% telecommunications. "The entry level for people working in this sector is matric and it is very labour intensive," Roberts said.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 17, 2012