Industry Pestel

1. Size & Scope of the Sector

No of companies 20
Levy contribution R1 075 976
No of employees 714






2. Sector Vocational Profile

Learnership Title Description
National Certificate in contact centre management Contact Centre management
National Diploma in customer management Customer Management

3. Skills Demand

Sub-Sector Occupation Top-up skills required in occupation
Legislators, senior officials and Managers Leadership, communication, Interpersonal, Computer skills, Customer care, Service Excellence; Customer Support, LRA, BCEA, Skills Development, Management Development Programmes
Legislators, senior officials and Managers Coaching and mentoring
Professionals Assist in Research, Analysis and Statistics
Technicians and associated professionals Knowledge of Software, Hardware and Network peripherals develop user friendly tools
Technicians and associated professionals Design and implementation of software
Clerk Computer Skills, Administration, workplace discipline, customer care, business ethics
Clerk Telephone Etiquette, Interpersonal Skills, Customer Care, Computer Skills, Communication Skills, Business ethics,
Service and sales workers Accent neutralization, financial control, computer skills, budgeting, telemarketing, time management, business ethics, workplace discipline, customer service
Elementary Occupations Service Excellence, Workplace discipline
Elementary Occupations Customer care, service excellence, Workplace discipline

4. Skills Supply

Sub-Sector Occupation Current Main Provider
Contact Centre Managers Matriculants / Formal
Contact Centre Supervisors Vocational / FET and Formal (Tertiary)
 Contact Centre Team Leaders Formal / Tertiary
Accountants Formal / Tertiary Education
Legal Advisors Formal / Tertiary Education
Statisticians / Analysts Formal / Tertiary Education
Admin. Staff Vocational / FET
Receptionists Vocational / FET
Secretaries Vocational / FET
Schedulers Vocational / FET
Call Centre Agents Matriculants / FET / Vocational
Cleaners, tea makers School leavers

5. Scarce & Critiical Skills

Specialization/ job Critical Skills
Senior Management Interpersonal Skills, Teamwork, Problem Solving, Leadership,
Accountants  
Legal Advisor Learnerships, Short Courses, Workshops
Statistician / Analysts Special Programme
HR Personnel  
Receptionist Computer Skills
Secretaries Telephone and Computer skills
Schedulers Time Management, Communication Skills, Computer skills
Call centers, Help desk, Client services, Credit analysts Communication Skills, Telephone Etiquette, Conflict Handling, Problem Solving, Customer Care, Computer

6. Sector Contribution to ASGISA

ASGI-SA Category SETA Contribution
Infrastructure Investments Align with strategic developments in the country to address the skills shortages in the services sector to support the infrastructure investments.
Sector Strategies To be in line with ASGISA targets and the focus should be multi-sectorial (Inclusion of other SETAs as well) i.e. bank, I-SETT, etc.
Education and Skills development Enhancement of Skills at different levels for the emerging BPO&O Sector. Development has to be focused and directed at both entry and management level. Preparatory work and training has to done so as to be able to supply demanded skills. Aligned with NSDS. Focus on both critical and scarce skills.
Eliminating the second economy A definite focus especially with the inclusions of the BPO and off shoring.
Macro Economic issues Poverty alleviation, Job creation and economic and social development in the EC.
Governance and Institutional Interventions Alignment of curricula to the skills development changes. Elimination of the bureaucracy in the skills development processes.