Introduction
I recently had the privilege of engaging with two prominent contact centres based in Cape Town. Our discussions centred around the employment of foreign language speakers in the contact centre industry. I believe it’s crucial to address some misconceptions and provide clarity on this matter, as it has far-reaching implications for the growth of South Africa’s contact centre sector.
Breaking the Misconceptions
One of the common misconceptions I encountered during my discussions is that contact centres in South Africa predominantly focus on contracts requiring English language skills. While it’s undoubtedly essential to employ local talent, restricting contracts solely to English-speaking clients can limit the industry’s potential for growth.
In the past, South Africa’s contact centres successfully catered to German, Swiss, and Spanish-speaking clients, contributing significantly to the local economy. However, a prevailing uncertainty seems to surround the idea of hiring foreign language speakers, particularly regarding the critical skills required.
Critical Skills for the Contact Centre Industry
As of October 2023, I’m pleased to confirm that the critical skills list includes three positions within the contact centre industry. The most notable of these is the Contact Centre Manager, a role responsible for overseeing teams and maintaining the quality of contact centre operations.
This position typically requires an NQF level 8 qualification, which often translates to a bachelor’s or master’s degree (my discussions have also revealed a consensus that this requirement may be excessive for the role, and will hopefully change in the future).
Accessible Qualifications for Contact Centre Agents
The key point of interest, however, lies in the qualification needed for contact centre agents. Contrary to the misconception that hiring foreign language speakers is an arduous task, the reality is far more accessible.
Contact centre agents typically require an NQF level 4 qualification, which equates to a matriculation certificate in South Africa or a senior university entrance exam certificate in most European countries.
This lower qualification requirement opens a vast pool of potential foreign language speakers who can contribute to South Africa’s contact centre industry.
Attractive Opportunities for Foreign Language Speakers
It’s important to acknowledge that South Africa’s contact centre industry has evolved in recent years. Salaries in this sector have become more competitive, making it an attractive option for young professionals seeking a one- or two-year experience in the city. Moreover, there is a viable immigration path for foreign language speakers interested in pursuing a long-term career in the industry.
Conclusion
In conclusion, I encourage all HR professionals working in contact centres in South Africa to consider the benefits of hiring foreign language speakers and to share this information with their colleagues.
By embracing foreign language contracts and simplifying the immigration process, we can foster industry growth, boost the local economy, and create opportunities for both locals and international talent.
Written by Andreas Krensel, Managing Director
Edited by Simon Carletti, PR and Creative Supervisor
