Engen is supporting 50 learners with disabilities across three South African cities as they progress to advanced contact centre training after completing their first-year qualifications.
The learners, based in Johannesburg, Durban and Cape Town, have successfully completed a year-long NQF Level 3 Contact Centre learnership delivered by training provider iLearn.
They are scheduled to begin a further year of in-person training on 1 December 2026, working towards an NQF Level 4 National Certificate in Contact Centre Operations.
The progression forms part of Engen’s investment in inclusive skills development, with a focus on improving access to recognised qualifications and strengthening employment prospects for people with disabilities.
According to Engen Skills Development Facilitator Pontsho Matshediso, the initiative reflects the importance of ensuring that skills development programmes accommodate people who may face additional barriers to entering the workforce.
“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,” Matshediso said.
The next phase of training will build on the knowledge and practical experience participants gained during their first year.
The NQF Level 4 programme will cover contact centre service standards, customer identification, sales processes, staff supervision, coaching and the use of operational data.
Participants will also develop skills in monitoring performance, meeting service targets and understanding the operational requirements of contact centre environments.
These competencies are intended to prepare learners for a wider range of responsibilities within customer service operations, including positions that require supervisory, quality assurance and team management skills.
For Nompilo Mtungwa from uMlazi, the initial training has already improved her confidence in dealing with customers.
“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,” she said.
Another participant, Nhlakanipho Madonsela from Springfield, has already experienced progression in his workplace responsibilities.
Starting as a sales agent, Madonsela was subsequently given an opportunity to move into the Quality Assurance department.
“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,” he said.
Asanda Mbanjwa from KwaMashu said the learnership introduced her to leadership skills and the importance of effective communication within a team.
“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,” Mbanjwa said.
The programme is delivered in partnership with iLearn, a training organisation that has operated in the skills development sector for more than 25 years.
Ilana Fowler, iLearn Learning Solutions Executive and Training Standards Specialist, said the collaboration demonstrates the role that partnerships between businesses and training providers can play in expanding access to education.
“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,” Fowler said.
The learnership also highlights the importance of providing continuity in skills development rather than limiting participants to a single qualification.
Progression from NQF Level 3 to NQF Level 4 allows learners to build on existing competencies while working towards more advanced responsibilities within the contact centre industry.
For people with disabilities, access to structured training and recognised qualifications can help address some of the barriers associated with workplace participation.
The programme also contributes to the development of customer service skills that are relevant across multiple industries, including financial services, telecommunications, retail and business support.
Engen’s investment reflects a corporate social responsibility approach that connects skills development with disability inclusion and longer-term economic participation.
While completion of the qualification does not guarantee employment, the additional training is intended to strengthen participants’ readiness for roles within the contact centre sector.
With the next phase scheduled to begin in December, the 50 learners will continue their training across Johannesburg, Durban and Cape Town, building on their first-year achievements as they work towards higher qualifications and future employment.
