When CCI South Africa was asked to help flatten the curve by contacting members of the public who tested positive for COVID-19, the team didn’t hesitate.
Our Durban contact centre was asked by the Durban Chamber of Commerce & Durban Mayor’s office for urgent assistance. And within 24 hours a dedicated team was already reaching out to contact Covid 19 infected people.
CCI team goes above and beyond in the fight against COVID-19 in South Africa
“I’m extremely proud of our team for going above and beyond,” says CEO Mark Chana. “Not only are they handling the contact tracing of people with with Covid 19, we are also delivering exceptional customer engagement across the board.”
South Africa has the fifth highest number of cases of COVID-19 in the world. As of mid-August 2020, we have had more than 550,000 cases and more than 10,400 deaths across the country. And efforts to slow the spread of the virus include prompt communication with those who have tested positive.
As CCI South Africa is a contact centre packed with dedicated agents, excellent technology, equipment and processes, we were the first port of call for authorities to help. Since then, the internal team has handled thousands of urgent calls to members of the public as part of our role in helping to slow infection rates.
Adds Mark: “The sooner people are told they are infected, the quicker they can isolate themselves and prevent the further spread of COVID-19. Our team worked quickly and efficiently, and the operation was obviously run free of charge to the Durban & eThekwini municipality. It’s just one of the ways we’ve been able to help during this pandemic.”
Pandemic shows how contact centres can help authorities
Not only did the team contact all those infected but were also able to gather a further 5,000 records of people who have were in contact with them. This has been transferred to the Durban and eThekwini Health department.
Palesa Phili, the CEO of the Durban Chamber of Commerce, says: “Within 24 hours of my first call to CCI to see if they could help, they were making their first outreach calls. I contacted CCI South Africa as I knew they had the staff and resources to set up quickly. I was really impressed with the speed and efficiency of the entire operation.”
It’s a difficult time for our country and for the world as the pandemic takes its toll on communities and businesses everywhere. We’re proud to make a contribution to those attempting to slow the spread of this coronavirus.