Vodacom Business, in partnership with Anani Technologies and the University of South Africa (Unisa), has launched a call centre to bridge the gap between the university and its students.

Since going live, the call centre has exceeded standard call centre metrics, boasting a 98% service level, an 85% first contact resolution score and an abandonment rate of only 0.74%, owing to extensive training of Anani consultants, who are well equipped to meet the needs of Unisa’s students and staff.

The new call centre, also designed to respond to the country’s severe unemployment crisis, aims to create jobs while serving Unisa’s staff and students.

Further, at launch, more than 50% of the employees at the centre are women.

“Through partnerships such as this one, we wanted to tackle the scourge of unemployment that the country is currently facing,” says Vodacom Business director Videsha Proothveerajh, who noted that South Africa’s official unemployment rate increased to 33.5% in the second quarter of 2024 – the highest since 2022.

There are also ambitions to create transformative opportunities for small- and medium-sized enterprises (SMEs) through the use of technological solutions.

In the past financial year, the telecommunications giant invested R8.8-billion in enterprise development and preferential procurement of small enterprises, with R7-billion spent on 1 037 qualifying small enterprise and exempted microenterprise suppliers, such as Anani Technologies.

Vodacom Business invested in Anani as an SME partner and reseller of desk support for Unisa’s mobile Internet services, which is a critical component for enabling distance learning.

“Through our partnership with Vodacom and Unisa, Anani Technologies has built a customer experience centre that supports mobile Internet services to enable distance learning to Unisa staff and students,” says Anani Technologies MD Derrick Kupa.

“This call centre represents Vodacom and Unisa’s commitment to supporting SMEs and creating tangible opportunities for economic growth through enterprise development and youth employment.”

Part of Unisa’s ongoing partnership with Vodacom Business includes supporting SMEs in contract fulfilment to align with national development goals.

“At Unisa, we are proud of the partnership we have forged with Vodacom Business, which has now resulted in a call centre launched with Anani Technologies.

“The call centre 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 centre initiative,” says Unisa supply chain management director Sibusiso Mthembu.

“We believe SMEs are critical for economic growth and employment. By providing them with business support and innovative technology, we aim to build an inclusive, sustainable, and trusted digital society where individuals and businesses can thrive,” concludes Proothveerajh.