💨 Abstract
The South African Social Security Agency (SASSA) plans to reduce the number of calls it answers by 16.7%, aiming to drop from 4.8 million calls in 2024-2025 to 4 million by 2029. This move is part of a digitization effort to improve customer experience and turnaround times, but it may leave many beneficiaries, especially those in rural areas with limited internet access, without adequate support.
Courtesy: Mary Alson
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