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You are in : Training > Training Categories > Call Centre & Contact Centre Training

Call Centre

SA call centre industry: are the goals ringing true?

Thu, 12 Jun 2008 10:59

While South Africa’s Government spokespeople continue to express concerns over skills shortages across a number of industries, and the country’s unemployment rates remain equally as bleak, particular growth sectors – such as the call-centre industry – are doing their bit towards alleviating some of these crises.

“The call centre industry presents fantastic opportunities to both individuals and the country as a whole,” comments Charnell Hebrard from the City of Jo’burg’s Economic Development Department. The City of Jo’burg’s dynamic call centre skills hub is steadily preparing thousands of South Africans for the corporate workplace.

The ‘Jo’burg BPO Skills Hub’ was established approximately two years ago, in a bid to grow a large enough and sufficiently trained talent pool to satisfy a rapidly growing industry demand for skilled personnel.

The City of Jo’burg partnered with Edexcel – one of the largest awarding and international certification bodies in the world – to ensure that the scores of South Africans that would enrol for the comprehensive call-centre skills training become qualified to match the recognised international BTEC benchmark.

Over 1, 500 students have just qualified and are now ready to enter the workplace. Their training covered key operational skills such as the effective use of technology; successful call handling, which covers among numerous other competencies, extensive product and service knowledge; as well as direct selling and customer acquisition. In addition, the BTEC qualification includes modules on work readiness, a critical component for corporates looking for new employees who can hit the ground running. The ‘Jo’burg BPO Skills Hub’ is just one of a number of training initiatives established around the country, in order to solve current skills shortages and it provides a supportive environment in order to get qualified students placed. Career days, which enable corporates to meet and interview prospective candidates, is one such concept that helps bridge the gap between qualification and employment.

Hebrard concludes, “There is much work yet to be done and we are all too aware of the challenges ahead as we work towards the skills development goals set out by Government".

"But," says Hebrard, "the exciting news is that the challenges present phenomenal opportunities and by ensuring that the level of education and training supports these opportunities, we are already making significant headway.”