Allô École: certificates awarded to ministry staff and managers trained in call center management

After 11 days of training, 35 staff members from the Communication Management Directorate of the Ministry of National Education and New Citizenship (Complaint Management Mechanism Department) received certificates marking the completion of this capacity-building session on call center management.

The certificate presentation ceremony was presided over on Wednesday, March 12, 2025, by the Director and Head of the DGC, Jean Jeff Mwanza Waz Wanyi.

This 11-day training program, held from August 8 to 19, 2024, was provided by Congo Call Center through a partnership with UNFPA and the PERSE project.

Improvements to the Allô École MGP Service

This session introduced new methods and strategies to revitalize the service and quality assurance of the call center within this DGC department, which houses the Allô École service.

This initiative aimed to improve the handling of calls from various entities within this education sub-sector via the toll-free number 178.

This activity is part of the PERSE project’s commitment to creating safe and inclusive schools.

The main objective is to establish a complaint management mechanism that ensures safe school environments.

“Following this training, the DGC’s Allô Écoles MGP began operating under a new framework. We have reviewed our working methods and adopted new approaches to uphold the standards acquired during the training for our call center, in order to improve our service delivery for the Ministry of National Education and New Citizenship,” stated the department director, Fleury Dala.   

“The training covered several areas, and the goal was to revitalize the call center and quality assurance teams in order to better handle calls from various stakeholders in the education subsector. "The training was beneficial for me; there were certain aspects I didn’t fully grasp, but now I’m able to do my job properly, particularly regarding call center supervision and how to handle certain calls. The training really made a difference for my department," added Jox Mutoto, one of the participants. 

It is important to note that the training was spread out over several stages, including audits of the infrastructure used by “Allô Écoles,” work organization, and the management of complaints regarding GBV in schools.

Célestin Zeula