Umhlanga, KwaZulu Natal In November 2023, recognising that South Africa faces a shortage of valuable ICT skills, and conscious of the need to introduce more skilled workers into the Business Procurement Outsourcing (BPO) sector, CCI South Africa took the bold step of launching its IT Academy. The company’s goal was to help develop IT career paths for interested employees regardless of their existing skills or educational background.
This decision has paid off, with a significant positive benefit not just for CCI but for the South African BPO industry as a whole. Just 19 months later, 137 people have graduated from the IT Academy, while 37 of the graduates have already earned promotions in their new career in IT, some receiving multiple promotions since completing their initial training. The next intake of students will be the largest ever, with 25 students participating in the Academy.
Since its inception, the IT Academy has grown significantly, expanding from offering just one course to now providing six different courses including Service Desk, Desktop Engineering, Software Development, Cloud Computing, Cybersecurity and Data Analytics. The IT Academy leadership team has continuously refined and improved the course design, adding in-person practical tutorials, on-the-job buddy learning, and structured mentorship. This iterative approach to learning ensures that every candidate completes their training with a 360-degree preparation for the workplace.
CCI’s impact sourcing model offers highly driven young people from previously disadvantaged communities the opportunity to enter sustainable employment in CCI’s contact centres. Many of these young people aspire to careers in the IT industry, but for a variety of reasons, have not had the opportunity to study further after completing their high school education.
The CCI IT Academy provides an entry point into the IT department for employees in the contact centre who have no previous experience or training in IT. The Academy is also designed to enable existing members of the IT department to advance within their chosen career path. The IT Academy’s curriculum is comprehensive, aligning with industry standards and tailoring to specific needs of CCI South Africa’s daily operations. It entails top-tier training, self-paced learning and hands-on learning through interactive sessions led by experienced mentors.
The IT Academy follows a continuous learning model backed with certification so that participants can step into the future with advanced skills. Each participant develops a personalised career path for progression, and the Academy has begun the process of applying for SETA certification.
This month, the IT Academy is being opened to allow anyone currently working at CCI South Africa with an interest in developing their IT skills to enrol in the Academy, not just contact centre agents. The expanded IT Academy will initially operate in a self-study format. This approach will create numerous opportunities for employees across different departments to gain IT skills and advance their careers.
“The Academy aims to help individuals discover and develop their IT skills, even if they were previously unaware of their potential in this field. Building the IT Academy and experiencing the enthusiasm of the participants has been incredibly rewarding. As a team, we take great pride in seeing our graduates’ careers develop, witnessing how their lives are changing in real time. None of this success would have been possible without the trainers in the IT Academy. Their dedication, hard work, and innovative approaches have been crucial in the Academy’s success and growth,” says Dee Philips, IT Academy coordinator.
“What’s been most energising is seeing how hungry our people are to grow – not just technically, but in confidence and ambition. The IT Academy is a strategic lever for us, based on learnings from the past. We are building momentum for long-term capability, innovation and leadership within IT. This is how we future-proof CCI and give our people the edge to tackle real-world complexity with confidence,” says Cobus Pretorius, Chief Technology Officer at CCI South Africa.
“Our core strength lies in translating opportunity into transformation. The IT Academy is a practical response to a systemic issue – limited access to meaningful IT experience. By opening the door for BPO agents and staff to pivot into IT roles, we’re addressing our internal skills pipeline and contributing to the broader evolution of South Africa’s digital workforce. This is legacy work, measured in more than just in systems or certifications. Lives changed is what matters,” adds Pretorius.
About CCI South Africa
CCI is Africa’s leading business processing outsourcer (BPO) operation in Africa. CCI caters to a large portfolio of international clients from delivery locations across the continent. CCI is passionate about the exceptional customer service it provides for its partners. Every interaction the company has delivers customer experience excellence to its partners and their customers. In so doing the company creates jobs at scale and change lives. CCI’s vision is to be the largest and most respected outsourcer in Africa by offering world class solutions that derive value for its clients and their customers.
For more information, visit https://cciglobal.com/
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