Challenging our Outsourcing Mindset

Challenging our Outsourcing Mindset

As we challenge our Outsourcing mindset, here are some of the key observations from lock down:

→ Customers are comfortable dealing with technology and self-help processes for lower level complexity issues, but intelligent, emotive human interaction is imperative for the optimal customer experience with your brand.

→ Data usage saw an initial spike, but with the use of monitoring tools, inefficiencies have been identified. Reports can be supplied by mobile service providers for visibility on the inappropriate use of the data.

→ Legacy contact centre infrastructures need to be updated to future proof your business – high levels of digital data security and compliance are critical for an effective work-from-home solution.

→ The recruitment process needs to evolve – there needs to be more emphasis on the agent’s self-motivated abilities rather than their experience.

→ Training needs to be digitised and easily accessible to ensure agents are empowered to provide your customers with a consistent, brand-aligned experience.

→ Performance management through digital communication and gamification have proven to be hugely successful.

We need to remember that there is not a one size fits all approach—each campaign needs careful consideration around whether a traditional bricks and mortar environment or a remote solution would work best, which agents are best suited for a WFH model and most importantly what innovative solutions do clients need to succeed in our “new world”.

We are an agile and flexible nation, and this coupled with a powerful local and international BPO network presents an exciting time for growth of the global business services market in South Africa.

I am excited to be a part of the solution to grow more jobs in SA as we embrace our “new normal”.

 

Share this post

Share on facebook
Share on google
Share on twitter
Share on linkedin
Share on pinterest
Share on print
Share on email

OUR GLOBAL PRESENCE

We service and support businesses all over the globe by understanding the geographic requirements and local challenges to successfully co-create, implement and manage BPO solutions specific to your business needs.

asia

Are you looking for a large, tech-savvy English-speaking talent pool?

AUSTRALIA

Are you looking for a culturally aligned location for your contact centre at competitive rates?

south africa

Are you looking to optimise your customer engagement using innovative omnichannel solutions?


UNITED KINGDOM

Are you looking for an outsourcing partner that can provide a culturally aligned, agile solution?



USA

Are you looking for a cost effective, professional solution to deliver an enhanced customer experience?



ARE YOU READY TO PARTNER WITH US?

If you’re looking for a customised, outsourced BPO solution that gives you the competitive edge, we would welcome the opportunity to set up time to define your requirement, support the development and execution of your business strategy and discuss how we can bring the future of outsourced BPO solutions that drive growth, profitability and efficiency. 

Home

Sub menu text goes here

about

Sub menu text goes here

our work

Sub menu text goes here