With the support of Engen, 50 learners with disabilities are taking the next step towards building careers in the Call Centre industry after successfully completing a year-long NQF Level 3 Call Centre learnership provided by iLearn.
The learners, based in Cape Town, Johannesburg and Durban, will commence the next phase of their in-person training on 1 December 2026, progressing to a one-year NQF Level 4 National Certificate.
The progression marks an important milestone in their skills development journey, providing an opportunity to build on the knowledge and practical experience gained during their first year while developing more advanced competencies to prepare them for employment opportunities in the contact centre environment.
“At Engen, we believe that access to skills development and meaningful employment opportunities should be inclusive. By supporting these learners to progress to the next level, we are investing not only in their individual potential but also in developing skills that can contribute to South Africa’s economy,” says Pontsho Matshediso, Engen Skills Development Facilitator.
Building skills and confidence for the workplace
The Education and Training Certificate: Contact Centre Operations NQF Level 4 programme will build on the foundations established during the learners’ first year, with training covering topics such as:
- Understand and implement service levels and their monitoring in Contact Centres.
- Monitor and control Contact Centre support Staff and their meeting of targets and standards.
- Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
- Identify specific Contact Centre customers.
- Coach others in Contact Centres.
- Work with Contact Centre statistical data.
Through more advanced learning and practical application, the qualification aims to equip participants with the technical knowledge, customer service capabilities and workplace skills required to pursue employment in the call centre and broader customer service sectors.
“For the learners, progressing to NQF Level 4 represents more than another qualification. It is an opportunity to continue developing their abilities, strengthen their confidence and move closer to their career aspirations,” adds Matshediso.
The learners’ journey continues
Nompilo Mtungwa, from uMlazi, said her NQF Level 3 training experience helped her grow in confidence.
“When I first started, I was shy about taking calls. Now I can assist customers confidently. I’ve learnt how to communicate professionally, be patient and work as part of a team. I’m grateful for the opportunity to continue to NQF Level 4 and keep developing my skills.”
For Nhlakanipho Madonsela, from Springfield, the learnership has opened up opportunities to develop his skills and take on new responsibilities at work.
“I started as a sales agent and was later given the opportunity to move into the Quality Assurance department. I’ve learnt to communicate better, pay attention to detail and stay calm under pressure. I’m proud of how far I’ve come and excited to keep learning.”
Asanda Mbanjwa, from KwaMashu, says the learnership has given her valuable insight into leadership and working with others.
“It was a wonderful experience. I learnt how to lead a team, communicate effectively and treat everyone equally. I’ve gained valuable knowledge and skills that I can use in my future career, and I’m looking forward to taking the next step.”
iLearn Learning Solutions Executive & Training Standards Specialist, Ilana Fowler says the company has been providing training solutions and empowering people through skills development for more than 25 years.
“Our partnership with Engen demonstrates what can be achieved when organisations work together to create accessible learning opportunities and support people with disabilities to develop their potential. We are proud to see these 50 learners progress and continue their journey towards meaningful employment.”
Creating opportunities through inclusive skills development
The Call Centre Skills Centre learnership forms part of Engen’s broader investment in skills development and its commitment to creating opportunities for people with disabilities.
By providing access to structured training and opportunities to progress to higher levels of learning, the initiative supports greater inclusion in the workplace while helping address the need for skilled customer service professionals.
For the 50 learners, the journey continues, with the next year offering another opportunity to develop their capabilities, gain recognised qualifications and take a meaningful step towards employment.
In person training will take place:
- Johannesburg: Pinmill Farm Block A, Lower Ground, 164 Katherine St, Barlow Park, Sandton, 2148
- Durban: Unit 2, 8/10 Nicholson Road, Pinetown, Durban,
- Cape Town: Colab Training Solutions, A307, A Block, 3rd Floor, Woodstock Exchange, 66 Albert Road, Woodstock, Cape Town, South Africa
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