In a multimillion-rand deal with Direct Channel Marketing, Dimension Data has delivered a call centre solution that has created employment for more than 750 previously unemployed individuals in KwaZulu-Natal (KZN).
Direct Channel Marketing handles in excess of one million calls per month through its inbound and outbound call centres and provides outbound call centre services for some of South Africa`s largest retail and financial services organisations.
Expanding upon the success of its Gauteng operation, Direct Channel Marketing engaged Dimension Data to deliver a complete call centre solution for the company in KZN. The solution comprises various elements, including building network and contact centre infrastructure that enabled Direct Channel Marketing to triple in size over a nine-month period and linked its Durban, Cape Town and Johannesburg operations.
The project, which was implemented in a phased approach, saw Dimension Data delivering a 250-seat call centre, which went live at the beginning of the year. A further 250 seats were added in mid-2005, and phase three of the project saw the delivery of a further 290 agent seats. Direct Channel Marketing`s KZN operation has created more than 750 employment opportunities for people from previously disadvantaged backgrounds.
"We have witnessed phenomenal growth in the KZN contact centre market, and believe this sector has the opportunity to create sustainable employment opportunities for hundreds more," says Suleman Shaik, CEO of Direct Channel Marketing.
Jay Reddy, managing director of Dimension Data in KZN, believes there are various factors that make the province an attractive contact centre destination. These include the availability of skilled call centre agents as well as low infrastructure and agent costs.
"Through the delivery of a sophisticated contact centre solution, we have been able to support Direct Channel Marketing in its efforts to create sustainable employment opportunities in the province."
Direct Channel Marketing today employs approximately 1 000 contact centre agents across South Africa. Many of these agents were previously unemployed or from disadvantaged backgrounds and receive training through a nationally accredited call centre training and development academy.
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Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build and support their IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.
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