TransUnion’s Global Capability Centre Africa Shines at the 2024 CCMG Industry Awards

Shobana and CCMG Awards Winners

Last week, two employees from TransUnion’s (NYSE: TRU) Global Capability Centre (GCC) Africa scooped top accolades at the 2024 Contact Centre Management Group (CCMG) Awards, held in Johannesburg to recognise organisations and individuals for pushing boundaries and excelling across the industry. It celebrates talent in contact centres across South Africa.

The GCC Africa employees won in these two categories:

• Pulane Sibanda, consumer quality support administrator won the Best Contact Centre Customer Service Professional Agent Award category.
• Danielle Banfield, business process reengineering manager won the Best Contact Centre Trainer Coach Professional Award.

In addition to these wins, Nazily Oliphant (account rep) and Razia Maharaj (customer support operations administrator) were finalists in the Best Contact Centre Sales and Collections Professional Award category; and Ashveer Govind (sales associate lead) was a finalist in the Best Contact Centre Supervisor Team Lead Award category. TransUnion was named a finalist in the Best Domestic Captive Contact Centre Award category.

The GCC Africa’s vision in the contact centre space is aligned to that of the CCMG, servicing customers with excellence while contributing to the professional development of employees in the industry. Contact centres are providing alternative career paths to employees looking to enter the workforce the less traditional way, get exposed to different operational aspects of organisations, learn in-demand skills and gain relevant qualifications while earning a salary.

“This was our first time entering the awards, making the recognition of our employees and organisation a great achievement,” said Shobana Maikoo, head of the GCC Africa. “We are committed to training and upskilling our associates, and have created an environment of continuous learning where each associate, especially those in the contact centre, has access to career growth and is empowered to provide TransUnion’s customers with premium experiences.”

The GCC Africa was opened in March 2021 as part of TransUnion’s global operating model, with only 50 people then, and currently employs more than 800 people.

“We are proud of both the winners and finalists for this recognition,” said Debasis Panda, SVP of Operations and the head of TransUnion’s GCCs in Africa, Costa Rica and India. “Achievements like this are made possible by the conscientious efforts of all of our associates to add value to TransUnion.

“Our GCC Africa associates service the Africa, Canada, UK and US regions. Their talent, skills and propensity to embrace learning and career growth opportunities make our workplace a success.”

The GCC Africa is part of TransUnion’s wider GCCs ecosystem and global operating model. It was designed to improve efficiency and effectiveness while strengthening operational resilience and augmenting the business’s existing service offering to clients and consumers. Roles within the GCC Africa include contact centre support, cybersecurity, forensic investigations, IT, accounting services, marketing and communications, and human resources, among many others.