The Gauteng Department of Economic Development revealed an initiative that will completely reshape youth employment by 2026. The aim of the AI-Enabled Contact Centre Agents Training Programme is to equip unemployed youth with skills that will enable them to constructively engage in the digital economy of South Africa that is growing at an accelerating pace.
The Programme has been launched together with the BPO Skills Academy as a reflection of the Gauteng’s resolve to curb youth unemployment and enhance her role in the Global Business Services (GBS) sector. With the inexorable march of digitalisation in all industries, this initiative ensures that our youth will not be left behind.
## Closing the Skills Deficit
The Programme is officially titled **GBS High Impact Contact Centre Agents Training** and is focused on building industry relevant, future fit skills. Contact centres no longer just answer phones. They are part of a sophisticated digital ecosystem powered by AI, and other automation and customer relationship management (CRM) tools.
As more companies use AI solutions in their business processes, there is a need for professionals who can appropriately pair technical skills and people skills. The Gauteng Provincial Government’s new program initiative responds to this need by enabling youth to excel in techno-service environments.
## Programme Overview
The AI-Enabled Contact Centre Agents Training Programme provides detailed, empirical, and accredited learning that meets the requirements of the industry. Here’s a snapshot of the opportunity:
* **Programme Name:** GBS High Impact Contact Centre Agents Training
* **Host:** BPO Skills Academy & Gauteng Department of Economic Development
* **Target Group:** Unemployed youth aged 18–35, including people with disabilities
* **Qualification:** Contact Centre Operations – NQF Level 3
* **Credits:** 40 credits
* **Duration:** 6 months
* **Focus Areas:** Excellent customer service, contact centre, AI-enabled, and digital communication
* **Employment Pathway:** Training, workplace experience, and possible fixed-term employment
* **Application Portal:** Harambee Youth Portal
* **Closing Date:** 13 February 2026
The six-month duration allows participants to undergo a complete theory-practice process that will enhance their ability to fit into actual work environments.
## Skills Designed For The Future Workplace
The programme has a solid foundation, built on the applied and vocational skills needed in the workplace. Participants will learn:
* Professional skills in customer service
* Contact centre and call handling
* Digital communication and online engagement
* AI-enabled support tools
* Workplace etiquette and standards
* Problem solving and conflict resolution
In a service-based economy, customer experience is a key differentiator. While some tasks can be automated, the human element of empathy, communication and critical thinking is needed. This programme is designed to ensure graduates are technically competent and also have the necessary customer care skills and flexibility.
## Community-Oriented Reach
The initiative has a strong focus on youth from specific communities in Gauteng where unemployment is disproportionately high, such as:
Diepsloot
Cosmo City
Alexandra
Wynberg
Thokoza
Spruitview
Vosloorus
Reiger Park
Honeydew
Tembisa
By concentrating on these areas, the initiative enhances social and economic equity, as it reaches the most economically disadvantaged youth. It also creates opportunities for communities by reinforcing local economies.
## A Structured Employment Pathway
The AI-Enabled Contact Centre Agents Training Programme is different because it includes a structured employment pathway. This is different from short-term training interventions that end without the promise of anything at the conclusion of the training. The training programme offers the following benefits to the participants:
* Training that is accredited and aligned with the industry
* Exposure to the workplace
* Placement in contact centre workplaces
* Possible employment contracts for a limited period
The participants’ employability is greatly increased with this all-encompassing method. On one hand, employers in the GBS and BPO sectors have a steady stream of skilled and work-ready candidates, and on the other hand, the youth acquire experience that improves their employability.
## Who Should Apply?
The program is aimed at the unemployed youth between the ages of 18 and 35, including people with disabilities. The best candidates have a lot of drive and have a positive attitude about learning and want to develop a customer service, digital communication, or contact centre operations career.
Previous experience with contact centres is not a requirement. The most important attributes are the right attitude, a strong desire to learn and the willingness to participate in a rigorous training program. This is a rare opportunity for youth to enter the job market and gain employment in a rapidly expanding sector with numerous prospects for advancement.
## How to Apply
All applications must be made via the Sayouth Youth Portal before **13 February 2026**.
For more information, please contact the following:
**Mabu Ramotlou**
📞 060 954 3829
📧 [Mabu@bpoacademy.co.za](mailto:Mabu@bpoacademy.co.za)
## Driving Inclusive Digital Growth
An example of the positive outcome of public and private partnership is the AI-Enabled Contact Centre Agents Training Programme 2026. It aims to tackle the problem of unemployment and the evolving digital era through the provision of accredited training, digital skills, and employment pathways. It is clear Gauteng is preparing a digitally skilled workforce for the future.
With the continuous growth of South Africa’s Global Business Services (GBS), the region will benefit from innovation like this. It develops the workforce and helps position Gauteng as a leading provider of quality digital services. This initiative is more than training for the youth; it is a step towards employment.
