Vodacom, Anani, UNISA launch new call center in South Africa
JOHANNESBURG, SOUTH AFRICA — Vodacom Business, Anani Technologies, and the University of South Africa (UNISA) have joined forces to launch a new call center aimed at addressing South Africa’s growing unemployment crisis.
“At Vodacom, we partner with like minded brands with a shared vision and purpose to create an impact in our communities and the country. Through partnerships such as this one, we wanted to tackle the scourge of unemployment that the country is currently facing,” said Videsha Proothveerajh, Director of Vodacom Business, a division of Vodacom South Africa.
The initiative comes as the country’s official unemployment rate reached 33.5% in the second quarter of 2024, the highest since 2022.
Creating jobs and empowering women workers
The call center, which is designed to serve the staff and students of UNISA, has already begun creating jobs, with a particular focus on uplifting women in the workforce.
According to Vodacom Business, more than 50% of the call center employees are women, highlighting the company’s commitment to gender inclusivity, especially during Women’s Month.
“Not only are we aiming to create employment for young people, but we also want to create transformative opportunities for SMEs through the use of technological solutions, thereby advancing socio-economic progress in South Africa,” added Proothveerajh.
Bridging the gap in distance learning
The call center serves a crucial role in supporting UNISA’s distance learning programs.
Sibusiso Mthembu, director of supply chain management at UNISA, highlighted the importance of this initiative in reaching students scattered across the continent.
The center has already demonstrated impressive performance metrics, including a 98% service level, an 85% first contact resolution score, and a low abandonment rate of 0.74%.
“At Unisa, we are proud of the partnership we have forged with Vodacom Business – it has now resulted into a call center launched with Anani technologies,” said Sibusiso Mthembu, Director of Supply Chain Management at UNISA.
“The call center aims at bridging the gap between the university and our students. Unisa students are scattered around the continent, and the only way to reach them is through this call center initiative.”
Vodacom Business has invested in Anani Technologies as an SME partner and reseller of desk support for UNISA’s mobile internet services.
Derrick Kupa, Managing Director of Anani Technologies, expressed pride in building a customer experience center that supports mobile internet services for UNISA staff and students.
“This call center represents Vodacom and Unisa’s commitment to supporting SME’s and creating tangible opportunities for economic growth through enterprise development and youth employment.”
This collaboration exemplifies how partnerships between industry leaders and academic institutions can create meaningful solutions to address unemployment while supporting education in South Africa.
