EMPOWERING OUR CLIENTS TO GAIN A COMPETITIVE EDGE BY DELIVERING AN EXCEPTIONAL CUSTOMER EXPERIENCE

OUR FORMULA

Delivering innovative contact centre solutions and BPO services from South Africa to the global market is our focus as we cost-effectively streamline your operations while keeping you ahead of the curve and outperforming your competitors.

Our successful and proven formula combines the right people and optimised processes with cutting-edge technology and digital skills to deliver of an exceptional customer brand experience.

The business world and competitive landscape as we know it is evolving rapidly and each day brings renewed importance to your brand’s relevance in the customer’s world which is changing at the speed of light.

The ability to be agile and adapt quickly is crucial. Outsourcing to the right partner like CallForce can be an enabler to outperforming your competitors and retaining your position as a leading brand.

OUR FORMULA FOR SUCCESS DELIVERS INTERNATIONAL AWARD-WINNING RESULTS

Exceptional customer engagement experience

EXCELLENT CUSTOMER RETENTION RATIO’S

CUSTOMISED & DIGITISED CUSTOMER JOURNEY

HIGHER CSAT SCORES

SIGNIFICANT COST SAVING

GROWING SHARE OF CUSTOMER SPEND

OUR CX STRATEGY

Understanding the client journey and the impact on customer experience is part of the DNA of CallForce. Delivering an exceptional customer experience means giving customers value that goes beyond a simple transactional relationship.

Delivers a Customer Feedback Loop

Continually analyse customer feedback, translating them into actionable items that can be implemented to optimise the customer experience.

Listens to the Voice of the Customer

Placing a strong focus on listening to customer needs and expectations to continually drive process and product or service improvement.

REFINES Customer Journey Mapping

Refine processes for each stage of the customer journey allowing for a better CX understanding that drives organisational change.

EMPOWERS AGENTS

Removing unnecessary barriers and supporting agents in their journey to put the customer first.

OPTIMISES Operational Efficiencies

Continually improve service delivery to ensure repeat business and brand loyalty.

PROVIDES SMART Analytics

Using analytics to help us understand customer insights to optimise the customer experience.

Prioritises Quality Assurance

Driving excellence through tech–enabled QA functions.

DigitiseS Agent Performance Enhancement

Motivating, rewarding and incentivising agents based on their digital scorecards.

Creates “Think Tanks”

Listening to the opinions and ideas of our agents to optimise processes and drive optimisation of the customer experience.

INTRODUCES Artificial Intelligence

Bringing smart technology into the operations of the contact centre environment to drive first call resolution and streamline the customer journey while reducing costs.

Provides a Personalised Customer Experience

Segmenting and prioritising customers to ensure an empathetic, relevant, professional customer journey.

DEVELOPS AGILE TEAMS

Leading our teams by setting the example because customer-centricity starts from the top.

THE POWER OF THE RIGHT PEOPLE

talent acquisition focus

We are experts at attracting and assessing the right talent. The success of our campaigns is largely based on the value we place in the accuracy of our role profiles and continually optimised recruitment processes.

All our agents and BPO team undergo a customised recruitment process based on the client and campaign requirements.

Our rigorous job profiling, interview, assessment, screening, training and performance management processes, ensures we deploy only the best agents into our BPO operations, equipping and empowering our agents with the right training to ensure they understand our client landscape and are able to deliver exceptional service with empathy and cultural alignment.

Our approach gives you access to top, multilingual talent in South Africa who are continually empowered through blended learning.

MOTIVATING AND EMPOWERING OUR AGENTS

Employee well being is vital to ensure our people are continually supported throughout their journey with CallForce including wellness sessions, counselling sessions, team building events, incentives and awards programmes, surveys and regular check-ins.  We empower and motivate our agents through:

LEARNING MANAGEMENT

We provide fast and easy access on the learning journey through the use of our digitised blended learning management approach.

Our highly interactive platform upskills and supports our agent’s in strengthening existing skills and developing new skills for our ever-evolving and fast changing environment.

PERFORMANCE MANAGEMENT

Our performance management approach is supported by our innovative technology which uses gamification and KPI tools to drive employee behaviour and desired outcomes.

Real-time smart reporting and trend analysis are used to enhance and optimise our processes to ensure a relevant, personal and professional service experience. 

ANALYTICS

Our aim is to provide an exceptional experience with every customer contact.  Our analytics processes integrate our quality assurance, training, recruitment and WFM teams to ensure we use data and insights to continually optimise our agents performance.  

Evaluating and understanding a customer’s experience is key to understanding how to optimise and promote strong brand loyalty.

THE POWER OF THE RIGHT technology

Our high-tech operations are technology agnostic. We rather focus on implementing the right technology based on campaign requirements that best deliver an exceptional customer experience cost effectively.

artificial
intelligence

Full self-service
ivr's

sentiment
analytics

performance
management

Machine
Learning

Digital
Engagement

Chat Bots

Online Presence
Management

Voice
Analytics

Customer Satisfaction
Surveys

Omnichannel
Integration

Workforce
Management

Automated QA

Robotic Process Automation (RPA)

Knowledge
Management

Business
Intelligence

Our significant investment in cloud-based technologies to effectively support our client requirements and streamline the operations of our own business deliverables, have been a key strategic focus for CallForce as we transition to optimally operate in this digital world.

TECHNOLOGY SOLUTIONS THAT SUPPORT OUR OPERATIONS INCLUDE:

Omnichannel Software – Our omnichannel solutions bring every channel together, enabling seamless engagement with customers across multiple channels.
Analytics-driven Quality Assurance Management - In collaboration with Genii Analytics, we embrace smart analytics to transform traditional QA reporting into an insight’s hub to improve service, sales, collections and retentions.
Digital Performance Management – Our performance management tool ensures our agents know how they are performing and where to place their focus with performance goals tied to data digitally updated from business systems. Engaging gamification dashboards provide benchmarks, updates, achievements and social content to track progression.
Workforce Management Software - Optimising productivity by using data to effectively forecast our labour requirements and call volumes, making sure we manage staff schedules to meet our client’s day-to-day demand.

CallForce Engage - Our very own digital engagement app to communicate, engage and empower our teams through high impact video that can be accessed both online and offline without the cost of data that encourages increased participation with loyalty points and rewards.
Automation – Our smart investments into automation reduce agent-assisted engagements for non-complex issues or transactions to increase efficiencies and productivity of your highly skilled agent workforce.
Artificial Intelligence – Building the future of intelligent decision-making within the contact centre environment through human-life computing.

THE POWER OF THE RIGHT PROCESS

Our unique culture, superior operational capabilities, domain expertise and adaptability to changing business requirements is demonstrated through our carefully designed processes. We continually refine and optimise our processes through the measurement of key indicators to ensure we are constantly evaluating our effectiveness.

HERE'S HOW OUR AWARD-WINNING CALLFORCE FORMULA CAN WORK FOR YOU

Define & Design

Whether you’re looking to optimise what you’ve already got or you want to start from scratch, we’ll make it happen.

Using data analytics, we can track how your customers interact with your brand, see where the challenges are and customise simple, intuitive solutions that give them exactly what they’re looking for.

Our omnichannel approach helps us open up more channels for communication to enable an enhanced customer experience that’s cost-effective, measurable and more ‘human’.

Measure & Reflect

Our processes are adapted in an agile approach to keep up with the speed of change.

Using deep data analytics and real-time smart reporting, we can measure key indicators to evaluate just how effective our performance is at any given time.

Our trend analysis capabilities mean we can also track market trends and optimise our processes accordingly to ensure the ultimate service experience.

Learn & Improve

Every contract is another opportunity to refine what we do.

Our analytics team are equipped with the best in quality assurance and training to constantly adapt and optimise our processes according to your business needs.

Through innovative digital learning systems, our ever-evolving ‘digital brain’ gives our CallForce team the power to take relevant information and turn it into exceptional customer experiences.

Empower & Grow

Evaluating and understanding a customer’s experience is key to understanding how to optimise and promote strong brand loyalty.

Our unique approach to customer experience management allows us to empower our team with the right technology and processes to best serve each and every one of our customers.

Digitisation can only be effective when you have a great process!

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.