Gauteng Launches AI-Enabled Contact Centre Agents Training Programme for Unemployed Youth 2026
The Gauteng Provincial Government has announced an exciting new skills development initiative aimed at preparing young people for the fast-growing digital economy. The AI-Enabled Contact Centre Agents Training Programme 2026 is designed to equip unemployed youth with industry-relevant skills, workplace exposure, and clear pathways into the Business Process Outsourcing (BPO) and customer service sectors.
This initiative forms part of a collaborative effort between the Gauteng Department of Economic Development and the BPO Skills Academy, reflecting the province’s commitment to addressing youth unemployment while strengthening participation in South Africa’s expanding Global Business Services (GBS) industry.
About the Programme
The programme, officially titled the GBS High Impact Contact Centre Agents Training, focuses on developing modern, future-ready skills aligned with digital transformation trends. As contact centres increasingly integrate artificial intelligence (AI) and digital tools into daily operations, there is growing demand for skilled agents who can operate effectively in technology-driven environments.
Through this structured, industry-aligned programme, participants will receive both theoretical and practical training to prepare them for employment opportunities within contact centres and related digital service environments.
Quick Overview
- Programme: GBS High Impact Contact Centre Agents Training
- Host: BPO Skills Academy in partnership with Gauteng Department of Economic Development
- Target Group: Unemployed youth aged 18–35 (including persons living with disabilities)
- Qualification Level: Contact Centre Operations – NQF Level 3
- Credits: 40 credits
- Duration: 6 months
- Focus Areas: Customer service, contact centre operations, AI-enabled tools, digital communication
- Employment Pathway: Training, work placement, and potential fixed-term employment opportunities
- Application Platform: Harambee Youth Portal
- Closing Date: 13 February 2026
Qualification Details
Participants who successfully complete the programme will earn a National Qualifications Framework (NQF) Level 3 qualification in Contact Centre Operations, carrying 40 credits. This nationally recognised qualification strengthens employability and provides a foundation for further studies or advancement within the BPO and customer service sectors.
The six-month training programme combines classroom-based learning with practical skills development. Learners will be introduced to real-world scenarios, digital customer engagement platforms, and AI-assisted communication tools that are increasingly used in modern contact centres.
Skills You Will Gain
The AI-Enabled Contact Centre Agents Training Programme is designed to provide participants with practical and in-demand competencies, including:
- Professional customer service techniques
- Contact centre operations and call handling
- Effective digital communication skills
- Understanding and using AI-enabled support tools
- Workplace etiquette and performance standards
- Problem-solving and conflict resolution
These skills are essential in today’s evolving service industry, where technology and human interaction work hand in hand.
Targeted Locations
The programme specifically targets youth residing in the following Gauteng communities:
- Diepsloot
- Cosmo City
- Alexandra
- Wynberg
- Thokoza
- Spruitview
- Vosloorus
- Reiger Park
- Honeydew
- Tembisa
This community-focused approach ensures that opportunities are accessible to young people in areas where unemployment levels remain high.
Employment Pathway
One of the key strengths of this initiative is its structured employment pathway. Participants will not only receive accredited training but will also benefit from:
- Workplace exposure
- Work placement opportunities
- Potential fixed-term employment within contact centres
While employment is not automatically guaranteed, the programme is designed to significantly improve participants’ chances of securing positions within the growing customer service and digital support industries.
South Africa’s BPO sector continues to expand, creating thousands of jobs annually. By equipping youth with AI-enabled and digital skills, Gauteng aims to position young people at the forefront of this growth.
Who Should Apply?
This opportunity is open to unemployed youth aged 18 to 35, including persons living with disabilities. Applicants should be motivated, willing to learn, and interested in building a career in customer service, digital communication, or contact centre operations.
How to Apply
Applications must be submitted via the Harambee Youth Portal before the closing date.
- Closing Date: 13 February 2026
For enquiries, applicants may contact:
Mabu Ramotlou
📞 060 954 3829
📧 Mabu@bpoacademy.co.za
The launch of the AI-Enabled Contact Centre Agents Training Programme 2026 marks a significant step toward empowering Gauteng youth with future-ready skills. By combining accredited training, digital literacy, and work placement opportunities, this initiative creates a meaningful pathway into the customer service and BPO sectors.
Young people seeking to enter the digital economy are encouraged to apply before the closing date and take advantage of this valuable opportunity to build sustainable careers in a rapidly evolving industry.
0 Comments