This document describes a market-leading call center located in Durban, South Africa. The call center has over 400 seats and experienced management with over 40 years of combined outsourcing experience. It provides complete customer campaign services and was awarded "Outstanding International Operator" in 2012. The call center offers onsite support, quality assurance processes, and partnerships to help clients maximize returns. Its goals are to deliver efficient, high-performing services and become a leading global business process outsourcing brand through long-term client partnerships.

2.  Who are we?
 Our Awards and Clients
 Operational Structure
 Quality & Compliance
 Delivery & Strategy
 Partnership Lifecycle
 Client
 Our ambition
 Our Commitment
 Why South Africa

3.  Market leading call centre operating in Durban, South Africa.
 We currently house over 400 seats in a state of the art call
centre and complex.
 Since inception in 2011, we have hosted campaigns both
Internationally and Locally.
 Experienced professionals with over 40 years outsource
combined experience between the senior management team.
 An award winning provider of Complete Customer Campaigns
delivered through South Africa.

4.  2012 “Outstanding
International Operator”
award from the DTI
(Department of trade
and industry).
 Recognised by the
Monyetla work
readiness program in
South Africa.

5. Onsite support includes:
• Each site has secure access control
• Dialler Management
• Workforce Management
• Recruitment and Training
• Management Information
• Account Management
• IT support
• Client branding throughout
Team Ratio: 12 agents : 1 Team Manager and 1 dedicated
Quality Agent

6. We boast an on-site dedicated Quality team that are solely focused on
ensuring all leads are verified and uphold the quality standards we
instil and you require.
Within our Quality team we:
• Record and digitally store 100% of our calls
• Verify 100% of all successful calls
• Score all successful calls using our specifically designed In-house
quality management system ‘QA Pro’ and calibrates team
performance.
• Complete Advanced MI reporting that enables us to conduct trend
analysis and performance management

7.  Deliver complete customer campaigns,
enabling clients to maximise value from the
relationships they have with their
customers.
 Provide proven solutions to improve
performance delivery, enhance customer
acquisition, experience and investment.

8. Discover : Client Brand
Values, Goals, Strategy
and Purpose
Define: Concept,
Strategy, Impact
Assessment, Transition
Develop: Customer Intelligence,
Data Services, Multi- channel
contact, MI
Deploy: Pilot and Review,
Implementation,
Feedback
Future/Growth:
Diversification,
Growth, Market
Awareness
Partnership Lifecycle

10.  To establish long term business
partnerships with our clients and become
an extension of their business, resulting in
maximum ROI across their campaign.
 To consistently deliver a cost effective &
efficient service with high performance.
 To become the leading BPO brand of choice
globally through working with multiple
different partners and industries.

11.  Replicate your organisations core values and
represent them with the same passion and belief
as you do.
 Offer a cost effective, performance efficient
service.
 Provide a professional, consistent and dedicated
team.
 Maximise your ROI across all campaigns.

12.  In 2012, South Africa was acknowledged as the
Offshoring Destination of the Year by the NOA, UK
 In 2013, South Africa was shortlisted for the
European Outsourcing Association (EOA) –
Offshoring Destination of the Year Award
 Four of the leading six UK contact centre service
providers have operations in South Africa
 Operating cost savings of 45-50%
 Cultural alliance with Western nations and a large
scale English language talent pool with neutral
accent