Contact Center Solutions Featured Article

Call Centers Being Used in South Africa to Combat Gender-based Violence

March 27, 2014

Throughout the world, gender-based crimes have been a widespread issue. Attempts have been made in many countries to alleviate the issue, with shelters, support centers, and stricter criminal prosecution against those who commit them. In South Africa, a new campaign is being implemented with the hope of supporting the victims of these crimes.

According to South Africa’s Director General of Social Development, Coceko Phakade, violence against women and children has been a hidden scandal that knows no boundaries, affecting various families from different economic classes. Women have been abused all over the country at surprising levels. At a media briefing this week, Phakade said, "Nationally, over 71 percent of women are sexually abused and with reports that a woman is raped every 26 seconds." Such numbers are shocking, to say the least, and reveal a plague of violence in what would otherwise be considered a safe and stable country.

The South African government has decided it won’t stand for these acts to continue unaddressed, and has begun a campaign to cleanse the country of gender-based crimes and to protect the victims.  Throughout the country victim shelters have been opening, alongside Khuseleka One Stop Centers for Victims of Crime and Violence, centers dedicated to providing victims of violence with medical, legal and police services.

Phakade and the Department of Social Development are taking steps further, announcing that they will be starting a pilot program for victim support. This program centers around the opening of a call center with the purpose of providing needed services for victims of gender-based crimes.

This will be a 24/7 call center that victims will be able to phone toll-free. The call center will be dedicated to providing victims of gender-based crimes with support and counseling in the form of psychological aid, referrals for further assistance, and advice on how to avoid more violence. The people working at the center are all trained social workers, prepared to help those who have suffered from trauma.

Support from the command center won’t be solely through the phone. Social workers will be able to direct victims to field workers, medical services, and police. The information gathered through the system may even be used by courts as evidence in criminal cases.

At first the program will be run on a six-month trial basis in select areas throughout South Africa, although the call center and its services can be reached by anyone in the country.

Support for the call center has been provided by the Vodacom (News - Alert) Foundation, a mobile solutions company in South Africa that is a major supporter of the usage of mobile technology in the fight for humanitarian causes. Vodacom has paid for up to six months of ICT infrastructure for the new call center.

The center will also have the positive side effect of opening jobs for social workers, employing 75 social workers, 65 of whom were not employed prior to the center’s opening. 


Edited by Rory J. Thompson

Article comments powered by Disqus

Related Contact Center Solutions Articles

Presence Technology Partners with Interactive Connect

Presence Technology, a provider of Multi-Channel Contact Center solutions that enable Contact Centers to optimize resources and improve communication process efficiencies, and Interactive Connect, LLC, a voice and data managed services and solutions provider, have announced new partnership. [ Read More ]
07/22/2014

Fonolo: Say Goodbye to Nerve-Wracking Hold Times

Anyone who has had to wait on hold knows how frustrating it can be; you either have to put up with listening to snippets of songs or music (that you'd rather not hear) or endure long periods of silence not knowing what's happening at the other end. Tech Cu, a credit union in the Silicon Valley, decided to give its call center customers a better experience by replacing nerve-wracking hold times with a call-back solution. [ Read More ]
07/22/2014

El Centro de CenturyLink Celebrates its Thirtieth Anniversary

As CenturyLink travels down memory lane and relives its thirty years of existence, it has many reasons to be proud of its achievements. Realizing how important the Hispanic market was, committed employees, with support from the company, established a bilingual call center to provide in-language customer service to the company's Spanish-speaking customer base. After this, "El Centro de CenturyLink" was born, and from then on, there was no looking back. [ Read More ]
07/21/2014

Contact Center Solutions Week in Review

It was another eclectic week in the Contact Center Solutions Community to say the least. Not only were there nice to not new capabilities offered, jobs to be had and industry recognition, but there was also a number of items on trends and a large dose of helpful advice. [ Read More ]
07/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!