Feb 17, 2021Durban Call Centre shows the importance of agility during a global pandemicWhile 2020 was a year of disruption, it also welcomed the growth and acceleration in several digital and technological trends, and those that were fortunate could still continue their personal and professional lives. However, since the country has gone under lockdown and continues to battle the devastating effects of the…Cci South Africa3 min readCci South Africa3 min read
Jan 20, 2021Why more countries are turning towards the BPO sector in South AfricaBusinesses from countries including the US, the UK and Australia are increasingly turning towards South Africa to outsource business services. Here’s why South Africa is fast becoming one of the most sought-after destinations for offshore service outsourcing. South Africa has been growing in strength as a destination for Business Process…Bpo3 min readBpo3 min read
Dec 23, 2020South Africa’s BPO sector will contribute widely to the country’s economic recoveryMy main focus this year has been ensuring that all our staff are safe, and our business can continue. As we head towards the start of 2021, it’s time to look ahead to the future of the BPO industry and the country. In October, South Africa’s Government laid out ambitious…Bpo3 min readBpo3 min read
Dec 9, 2020How contact centres and the BPO sector are evolving due to COVID-19It’s difficult to remember a time before COVID-19. The pandemic has been with us for less than a year, but it feels much longer. And this is particularly the case for workplaces around the world forced to profoundly alter their operations. These challenges have affected every industry sector in just…Covid-193 min readCovid-193 min read
Dec 9, 2020Why digitisation is key to improving the customer experience for contact centresThe customer experience is at the heart of everything we do at CCI South Africa. We’re always working on ways to improve it, particularly when it comes to technology. A recently published global benchmark for contact centres backs up our strategy of digitisation and omnichannel customer service. The 2020 NICE…Mark Chana3 min readMark Chana3 min read
Nov 18, 2020How contact centres can maintain 24-hour customer service during the pandemic | Mark ChanaBPOs like CCI South Africa work with various overseas clients. This means we must provide the same quality of service 24 hours a day, no matter the time zone. With COVID-19 bringing us all fresh challenges, here are some ways contact centre managers can achieve high quality 24/7 service levels. …Bpo3 min readBpo3 min read
Nov 18, 2020Why South Africa’s BPO market has big growth potential | Mark ChanaSouth Africa has come in second as the most successful business processing outsourcing (BPO) market sector in the world. This is the third consecutive year the annual Front Office BPO Omnibus Survey from McKinsey has put the South African market into this position. The report says that the BPO market…Mark Chana3 min readMark Chana3 min read
Sep 14, 2020Inside a Durban call centre in the age of COVID-19 | Mark ChanaWe’re all finding our way in a COVID-19 world. And for businesses, there is the ongoing challenge to continue working while keeping employees safe. At our Durban Call Centre we’re doing just that. Here’s what life is like right now for our agents. A new business normality is slowly emerging…Call Centres3 min readCall Centres3 min read
Aug 11, 2020How to keep call centre agents engaged and improve contact centre culture | Mark Chana5 ways to improve contact centre culture and keep call centre agents engaged with client goals Contact centre culture in a COVID-19 world is different than before the pandemic. At our Durban contact centre, as at other contact centres around the world, various measures are in place to ensure the threat of the virus is managed. …Mark Chana4 min readMark Chana4 min read
Jul 13, 2020Considering a call centre career? Here’s what you need to knowWorking in a call centre today offers the potential for a long-term career in an innovative sector. Here’s what a call centre career looks like in 2020. Call centres today offer a wide range of functions from taking calls covering everything from enquiries and complaints to sales queries to performing…Mark Chana3 min readMark Chana3 min read
