Excellent Customer Service Creates BPO Industry Leaders

All it takes to turn one customer into a loyal advocate of your business is an all-round excellent customer experience! South Africa is known to be a prime BPO outsourcing hub and quality offshore location, but how far do South African call centres go when it comes to exceptional customer service?

Leading the way is South African based and owner-run BPO operation, iContact. We believe the South African BPO industry needs to focus on moving up the value chain to offer more sophisticated customer services and project itself not only as a low-cost destination, but also a quality destination when it comes to customer experience.

Currently, South Africa’s value proposition for offshoring is driven by an abundant pool of low-cost, educated, English-speaking agents, who are known for their committed work ethic and high empathy level. Plus, the overall cultural affinity with the UK and USA certainly puts South Africa at a natural advantage. But smart offshore business owners are choosing iContact as their preferred BPO provider for their enhanced solutions to satisfy customer needs.

A skilled workforce and the obvious time zone overlap with European countries is attractive but won’t put you ahead of the game when acquiring new business. According to MD of iContact, Clinton Cohen, “It’s no longer just about the capacity for round-the-clock service at significantly reduced costs, but about business owners receiving the overall economic value that they deserve.

It’s in the details when it comes to successful new business acquisition. Our focus on making it more attractive for companies to establish their outreach from SA, is ensuring customer retention and loyalty.” Now is the time to invest in your existing customer by offering an exceptional customer journey.

Our tailor-made services are backed by the latest in technology and bespoke software systems. Omnichannel platforms ensure customer retention and loyalty. In other words, it’s about understanding the core needs of your business and deploying a dedicated team of experts to continually engage, guide and grow your clientele.

Let’s also not ignore the fact that the world online has prompted a major shift in the business landscape which has finally put the customer where they belong – in the power seat! At iContact, a compelling customer experience is not accidental. It is engineered with the careful use of analytics-driven insight, deployment of the right technology to fit business needs, and dedicated training that empowers our team to be passionate advocates of your brand. iContact also combines data analysis with ongoing innovation and insight-work to identify and solve problems in a continuous quest to improve every encounter with your customer.


Why Choose iContact

iContact is a leading customer service BPO provider with specialist experience in the banking/financial services, insurance and medical, retail, telcos and hospitality sectors, both domestically and internationally.

We build our solutions around our client’s bespoke needs, delivering a professional service solution premised in our partnership approach to all that we do for our clients.

As part of the Alefbet Holdings Group, a Global Business Services powerhouse which employs 1200 full time employees across its various BPO businesses, we bring a professional and proven pedigree in the sectors we serve.

As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements. Our ultimate goal is to deliver the very best in customer experience and first-time query resolution. Our clients can look forward to a proactive and innovative BPO partner in iContact, where exceptional customer service, innovation and perpetual improvement are entrenched philosophies.

iContact’s strategic locations, advanced business intelligence tools, data analytics capabilities, skilled leadership and large, educated skills pool with strong English language proficiency present our customers with an unrivalled value proposition.

For the best in BPO economics, quality and socially responsible supply chains, talk to iContact.

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