Kathy Gibson reports – As one of South Africa’s largest business process outsourcing providers, CCI faces a perpetual challenge in staffing its contact centres with skilled agents and managers.
Lizelle Strydom Pottier, a director of CCI Group and the driving force behind CareerBox, explains that around 10 years ago the industry and CCI itself were going through something of an identity crisis. CCI decided to examine the pool of unemployed youth available to it looking not so much for transactional skills, but rather at potential.“What we quickly realised is the individuals that come from disadvantaged or underserved communities often have the best behaviours and skills, but they don’t have the link to opportunities,” Pottier says. “In order to tap this resource we need to create those opportunities.
“It was initially thought we would need a lengthy training programme to do so many things like changing accents, teaching people computer skills, and more,” Pottier says. It’s not just CCI that benefits from the CareerBox programme; anyone looking for a role in the services industry will benefit from the training.
Overall, however, the trainees that come through CareerBox display better retention rates than those employed through traditional recruitment processes.
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