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)
South Africa: Durban

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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