South Africa | Outsourced Contact Center Provider
Location Overview:
- Established in 1999
- Partnered with Golden Gate BPO in January 2019
- More than 1,000 employees
- 1,000 Workstations Currently Serving US Market
- English, Spanish and Bilingual Multichannel
- Diversified industry experience
- Cultural affinity to US market across all locations
- Operating 24 x 7 x 365 with security, including guards and secure biometric entry and exit
Core Capabilities:
- Customer Service
- Customer Service/Care
- General Inquiries and assistance
- Complaint management and resolution
- Sales through service
- Insurance claims lodgment (FNOL)
- Claims management and support
- Basic underwriting and underwriting support
- Sales
- Tele-sales, inbound and outbound
- Collections
- Activations
- New products or services sales
- Cross-sell / up-sell
- Billing explanations or payment applications
- Proactive & reactive retention
- B2B and consumer sales
- Lead generation
- Appointment scheduling
- Welcome and Win back calls
- Surveys
- BPO
- Email
- Chat
- Data entry
- Campaign setup
- QA review
- Order processing
- Claims assessments
- Claims administration & correspondence
- Claims management end-to-end (evolving capability to manage complex claims)
Benefits and Differentiators:
- Durban Contact Center Commences Service to US Market in 2017
- Multinational and experienced leadership team
- 1K + Employees with 1K Workstations Currently Serving US Market
- 2.5M available workforce and low attrition due to 50% unemployment rate
- Full customer lifecycle management
- English multichannel service delivery
- Vibrant and motivated workforce and environment
- Cultural affinity to US and UK markets
- Center located near excellent transport links with mature public transportation and taxi service
- ECO friendly building management system to reduce carbon footprint
- Operating 24 x 7 x 365
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