Captive
Domestic
Sanlam: www.sanlam.co.za
Sanlam operates in the Financial Services Industry. The Centre was implemented in September 1998. Over the last 12 years of operation, the client contact centre vested itself on the retail side of the business as a valuable customer centric asset in the company. On the call side of the contact centre they have approximately 200 telephonic client service representatives. Their total business structure consists of approximately 700 staff members. Sanlam’s operation is situated in Bellville. They are a multi-channel inbound client contact centre that handles between 400 000 and 450 000 monthly interventions per month with customers and distribution partners.
Metropolitan Health Group: www.mhg.co.za
A subsidiary of JSE-Listed MMI Holdings, Metropolitan Health is the largest administrator of medical schemes in South Africa. Metropolitan Health incorporates Momentum Medical Scheme Administrators, which looks after the administration of a number of open schemes, including Momentum Health. Collectively they provide medical scheme administration and managed healthcare solutions for 1,2million principal members, covering almost 3milliion lives across 26 medical schemes.
Direct Axis: www.directaxis.co.za
At DirectAxis they believe that managing your finances should be as easy as possible. They pride themselves on offering their customers the financial solution that’s right for them, in the manner that’s most convenient. By providing direct access to a wide range of financial products, each designed to suit an individual lifestyle, they offer efficiency, transparency and exceptional service, often outside of traditional working hours. They like to think this approach enables them to deliver the kind of experience that keeps their customers going back to them, for any and all financial needs. So, when you’re looking for a direct connection to any financial solution – you’ll find it all right here. They specialize in matching you with with products that fit your needs and circumstances. DirectAxis products range from a spectrum of lending products; an unsecured personal loan, secured loans and private vehicle finance through to life cover, car (motor) and home insurance and health solutions. They’ve partnered with some of the biggest names in South Africa to find the solution that suit their customers best.
Liberty Health (VMed): www.vmed.co.za
Liberty Health (Pty)Ltd is a wholly owned subsidiary of Liberty Health Holdings (Pty)Ltd. Liberty Health is a healthcare solutions company providing healthcare solutions to a variety of healthcare clients within Africa. Our call centres offer client service interactions with various objectives, ranging from clinical support to general service interactions. Our staff are dedicated to providing the highest level of care and support during trying health and sickness related situations. We spend a large amount of time focusing on aligning our value and behavioral elements to allow for an excellent pro-active approach to service. We provide direct consumer call centre services to Liberty Medical Scheme, Spectramed and Libcare Medical Schemes. We also provide clinical call centre support to Prosano medical scheme.
Old Mutual: www.oldmutual.com
Capitec Bank: www.capitecbank.co.za
Capitec Bank is South Africa’s fastest growing retail bank with 3.7million clients. We offer affordable, simplified and transparent banking with personalised service. Using innovative technology to drive down costs, increase accessibility and simplify client interactions, our Global One facility offers a range of transacting, saving and credit options assessed in realtime using paperless processes and the country’s first in-branch biometric client identification system. In March 2010, Capitec Bank was the only South African brand to be named in Credit Suisse’s international “27 Great Brands of Tomorrow’s report.
Capfin: www.capfin.co.za
Engen: www.engenoil.com
Dental Information Systems – Denis: http://www.denis.co.za
International
Amazon: www.amazon.com
Amazon seeks to be “Earth’s Most Customer-Centric Company”, where customers can find and discover anything they might want to buy online and endeavours to offer its customers the lowest possible prices. Amazon in Cape Town provides phone, email and chat support for our global customers across many of our global websites, including support of Amazon kindle and self-publishing services. In addition to customer service support, Amazon Cape Town is also home to the Amazon Development Centre who plays a key role in supporting the Amazon Elastic Compute Cloud (Amazon EC2)
Outsourcer
Domestic
118Contact: www.118contact.com
118Contact delivers fast, efficient multi-channel contact centre services with a focus on great customer experience. Over the past 8 years, we have worked in partnership with our clients to, reduce operating costs.
Based in Cape Town, South Africa, we offer; Information Services (Public and Private Sectors), Technical Helpdesk support, Order Processing, Welcome calls and surveys, Independent quality assurance, Turnkey Contact Centre Services (Build/Operate /Transfer). 118Contact plans to grow and service many more emerging sectors to make it an efficient multi channel contact centre.
Achievement Awards: www.awards.co.za
Achievement Awards Group (Pty) Ltd is South Africa’s leading single source provider of corporate incentives and human performance improvement services, with a 30 year track record in driving performance improvement for South Africa’s top companies.
Buzzline: www.buzzline.co.za
Get the best outsourced contact centre services at the most flexible terms and conditions! Go ahead….contact them on 0860 BUZ BUZ (289 289).
Data Factory: www.datafactory.co.za
Twice winner of the POA (Principal Officers Association) Tracing Agent of the Year award 2010 and 2011, The Data Factory, leaders in outsourced early withdrawal administration services since 2004 is able to provide a range of solutions to the Retirement Funding Industry. Ideally positioned to assist with surplus apportionment schemes, unclaimed benefit resolution projects and section 37c death claim investigation and reporting, the company has already provided assistance to over 1 000,000 former members and beneficiaries from in excess of 1100 Retirement Funds.
SellDirect: www.selldirect.co.za
We a direct-fulfillment channel operating in the cellular mobile industry providing a full and value-added solution to our clientele. It’s quick, easy and convenient.
Nimble Group: www.nimblegroup.co.za
Nimble Group’s focus is on adding value to the larger credit grantors in South Africa. Their business is geared around deep understanding of the credit process, substantial call centre infrastructure and credit management skills of their teams. Nimble Group focuses on managing credit risk for lenders and borrowers in South Africa. Nimble Collection Services offers a team with extensive professional skills and a large sophisticated infrastructure with a call centre for clients who need to manage high volume consumer debtor books and high value corporate debtor books. Nimble Risk Services offers specialist skills to lenders and borrowers to facilitate the debt restructuring of stressed corporate credits. Nimble Capital Management manages the Nimble Credit Opportunities Fund that is focused on acquiring stressed assets.
SA Commercial Direct: www.sa-commercial.co.za
SA Commercial Direct is an outsourced service provider specialising in Client Contact Centre Solutions and Business Process Outsourcing. They have built a wide range of contact centre and back office services that allows your business to foster growth, increase revenue and ensure stronger brand awareness. Their strong people management, quality management systems and robust technology solutions are key to their partners’ success.
Voice Contact: www.voicecontact.co.uk
Voice Contact provides recruitment process outsourcing services aimed at clients with high volume recruitment needs. Their purpose is simple: They help their clients to cut recruitment costs and save valuable time. Operating from their contact centre in Cape Town, they provide their UK and South African clients with highly cost effective solutions.
Solluco:
Solluco is a registered Financial Services Provider specialising in Broadbase Telemarketing of Insurance products. Since opening its doors in 2004 the company excelled in this specialised and challenging field of telesales. Based in George on the Garden Route they’ve managed to source and employ world class personnel and are proudly BBBEE compliant. They continuously endeavour to: “Do Small Good” and invite any call centre related business to their shores.
Plasma Mobile: www.plasmamobile.co.za
Debt Tracker: www.debttracker.co.za
Mango 5: www.mango5.co.za
Welcome to a fresh approach to outsourced contact centre services. Mango 5 is an outbound call centre established in 2006 with branches in Cape Town and Durban. We are a success orientated, premium quality contact centre provider. Our international experience ensures that our clients will receive value for money and a first world service described simply as “A Grade”. Our services include: outbound and inbound sales, marketing surveys, sales prospecting and lead generation, data enrichment campaigns, lead generation methodologies, collection strategies. We consider our team to be our best asset, no matter how advanced and impressive our technology platform is – it is only as effective as the people operating it. We aim to define industry best practice through ongoing international research, dedication and honest performance management. By striving to be the best, we always leave a lasting impression. At Mango5 we ultimately love what we do and believe in keeping things fresh and fun.
International
Sanclare Financial Services: www.sanclare.co.za
Sanclare Financial (and its UK parent Company, First Credit Services t/a Sanclare Financial UK) have a track record dating back to 2002, delivering specialized solutions and demonstrated quality performance across the Collections arrears cycle. As well as operating as a first party they also undertake debt collection work on a contingency basis and actively pursue debt purchase opportunities.
Pixelfaerie Business Services: www.pixelfaerie.com
Pixelfaerie supports global clients, mainly from the consulting, auditing and finance sectors, by producing, formatting and editing high quality internal and external documents in a cost effective manner. 70 native speakers in English, German, French and Dutch serve clients on a 24×7 basis from the cutting edge BPO premises in Cape Town, supporting various formats and technologies such as Powerpoint, Word, Excel, Adobe InDesign and many others.
Chase Response: www.chaseresponse.com
Chase Response is part of The Collinson Group, which is a privately owned organisation employing 800 staff over 50 nationalities in 24 locations in 19 countries. Chase Response provides call centre services focusing on key verticals such as Insurance, Travel and Membership services. Chase Response operates from 2 facilities in the Century City area of Cape Town delivering inbound sales, reservations, customer service, claims, assistance and retention services to consumers predominantly based in the UK.
Mindpearl: www.mindpearl.com
Created in 1999 and offering a truly global solution through facilities in Barcelona, Brisbane, Cape Town, Dubai and Suva, Mindpearl specialises in the outsourced contact centre industry. In 2001, Mindpearl opened in Cape Town where English & European language services are provided by dedicated teams of native level linguists on a 24 x 7 basis. Across the Mindpearl network, services are offered in more than 30 languages, enabling leading brands to deliver a consistent, quality and competitive service to their customers.
Through the operation of multi-channel contact centres, well trained human resources and state of the art technologies Mindpearl partners with its clients to help maximise business performance, significantly increase profitability and enable world class solution delivery.
Both
RightSource
As part of South Africa’s largest and most successful Human Capital business RightSource (a division of Adcorp Fulfilment Services) is ideally positioned to provide best in class BPO solutions across South Africa. Our mission is to simply be the leading Business Process Outsourcing (BPO) and consulting provider of value; to strive for client and customer satisfaction through employee satisfaction and to build a culture of learning and development for inspired people. The business was established in October of 2012 and is today made up of some of South Africa’s leading customer management specialists and leadership. Our approach is clearly defined and supported by our value proposition, which we believe is market disruptive, especially given the value-based approach, which we have defined. RightSource today is the only provider of solutions that follows outcomes based approach in design. Whilst we ensure all the traditional “hygiene” measures are delivered, we base our solutions primarily on our clients desired business outcomes through assessing the unique aspects that drive strategic and financial objectives within a certain function, market and or industry for our clients.
Merchants: www.merchants.co.za
Merchants is a leading customer management and business process solutions company with over 30 years experience providing insights to blue chip clients. Whatever the requirements, from defining a customer management strategy through to the design, build and operation of a new contact centre, Merchants tailors solutions to meet specific customer management and business process requirements. Merchants annually publishes “The Global Contact Benchmarking Report”, the industry’s most respected global research report on contact centres. Merchants is a wholly owned subsidiary of Dimension Data.
MPC Recruitment Group: www.mpc.co.za
MPC Connect has been offering complete customer branded BPS solutions since 2006. In our unique format MPC Connect provides full infrastructure support (premises, IT & telephony hardware, software systems) and people staff solutions for the contact centre operation. All our customer branded solutions are developed to meet the unique needs of each client. Whatever the requirements of your business, we tailor our solutions to optimise your return on investment.
WNS: www.wns.co.za
Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing services to major local and international players in the telecommunications, financial services and insurance, travel and leisure and utilities industries –some of our clients are among the biggest local and international players in their respective fields. Listed on the New York Stock Exchange (NYSE: WNS), WNS (Holdings) Limited has more than 25,000 employees operating across 31 delivery centres in ten countries, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US. WNS manages the operations of more than 200 clients, many on the Fortune 500 list, across nine industry verticals.
Teleperformance: www.teleperformance.com
Teleperformance is a global leader in customer experience. They deliver an outstanding customer experience, at every single opportunity from 50 countries across the world, as a result of their commitment, passion and dedication to excellence. In so doing, they create opportunities and value for employees, clients, customers, communities and shareholders.
Inter-Active Technologies: www.inter-active.co.za
Since 2004, Inter-active Technologies (Pty) has evolved to become a leader in the delivery of Customer Contact Centre Innovation and Customer Service. They are specialists in providing Outsourced Contact Centres, Professional Services, Contact Centre Software and Technology Platforms.
General
Full Circle: www.fullcirclesa.com
Full Circle offers a full range of quality call centre services. Our one-stop-shop approach is designed to assist our clients in evaluating, developing and transitioning quickly, cost effectively and successfully to South Africa. Since 2003 we have been directly involved in assisting international clients to offshore successfully to South Africa and have been associated with some of the most notable offshore projects including Amazon, Bloomberg, Carphone Warehouse and Capquest UK.
We work on your agenda and will assist you in transitioning to, or within, South Africa via your preferred operating model, whether you wish to outsource or set up your own captive site. Or if you simply want to test the waters we can offer you our Model Office solution. This award winning Model Office hosted facility enables our clients to experience customer service delivery from SA for a trial period, typically 9-12 months, prior to making any long term investment or commitment with regard to location or specific operating model. A true “try before you buy” concept offering a unique low-risk solution to offshoring.
If you are looking to set up your own site we offer a full “Turn-Key” solution which includes working with you in; locating a fit for purpose building, achieving the ideal call centre floor layout, designing and procuring the furniture, and project managing the transition program from concept to actual operation.
