Local call centre company Direct Channel has added 600 seats to its Randburg operation, upping its number of operators to 1 800 country-wide.
"We went live [with the extended centre] last week," says CEO Suleman Shaik.
Shaik explains the expansion was driven by client demand. "It wasn`t a case of 'if we build it, they will come` - we ensured the demand was there."
The City of Johannesburg, together with the Gauteng province`s call centre industry body, ContactinGauteng and UK-based accreditation body Edexcel, is piloting a development initiative known as the Business Process Outsourcing and Offshore Skills Hub.
Charnell Hebrard, project consultant for the City of Johannesburg, believes the local call centre industry could be crucial in solving some of SA`s investment and unemployment issues.
"But in order to achieve this objective, and the resulting credibility, we need to ensure that our quality standards are reputable and compatible with international expectations," she says.
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