SA’s Software Firm Creates First Township-based Contact Centre in Delft

The long-term aim is to create more jobs through the expansion of the centre, by incorporating home-based agents who will work from home, schools, and areas closer to Delft.

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A new dawn awaits Delft, a community known for its struggles with high unemployment rates, poverty, crime and substance abuse amongst its youth, in the form of its first community-based contact centre. 

Cape Town-based software development firm ZaiLab and training provider Zoe Incubation Centre have partnered with the aim of job creation and empowering the community of Delft with the construction of a contact centre and training facility.

Their dream was to do something that would make a large contribution towards employment creation, skills development and shifting the norm of where contact centre are located.

The launch is set to take place at the end of February 2018 and will create welcome employment for 67 agents who will finally be able to work closer to home.

Delft is a township on the outskirts of Cape Town, South Africa. It is situated next to the Cape Town International Airport, Belhar, Blue Downs & Site C, Khayelitsha. It is notorious for its high crime rate, substandard schools, lack of jobs, and numerous government built housing projects such as the N2 Gateway.

The long-term aim is to create more jobs through the expansion of the centre, by incorporating home-based agents who will work from home, schools, and areas closer to Delft.

This is an ideal opportunity for stay-at-home mothers, the physically challenged, and staff who prefer to work from home.

Collaborating partners such as BPESA, The City of Cape Town and Old Mutual Finance played a critical role in ensuring the dream became a reality.  

ZaiLab CEO Nour Addine Ayyoub believes anyone should be able to set up a contact centre, anywhere, anytime, regardless of the company size and location.

He had his team design a solution that is incredibly easy to set up – which made the setup of Delft even simpler.

“We were able to achieve this because we designed a cloud-based solution that’s fast, flexible and adaptable. I saw that fiber and Wi-Fi networks were becoming available in communities and we were not utilizing this infrastructure for anything sustainable. That’s when we started talking to Zoe Incubation Centre about doing something useful and beneficial with the infrastructure that the city provided,” he says.

ZaiLab is a next-generation software company specializing in omnichannel contact centre software based in the cloud. It create software for businesses of all sizes, particularly small to medium contact centres looking for a cost-effective way to personalize routing, improve client conversations and increase efficiency.

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