October 2021 – Synergy Connect

Are you prepared for ‘Peak’?

October 28, 2021October 28, 2021

Are you prepared for ‘Peak’, especially Black Friday, Cyber Monday and Christmas?

After a year of challenges for the Retail Sector, this year’s Peak sales periods are looking likely to be incredibly busy. But is your customer service resource ready for the surge in activity

Synergy’s current retail clients, including The White Company, O2, Laithwaites Wine, Seasalt and Cox & Cox, benefit from our range of services that deliver the best possible customer experience.

As we head into ‘Peak’ Synergy can provide first line customer contact via voice, email, live chat, and social media channels supporting customer ordering and payment processing, refunds and returns, manage product and distribution queries. We can also undertake processing of many of those basic administrative tasks, releasing your valuable resource to focus on other activities.

Furthermore, our commercial model enables significant savings on in-house or third-party UK costs.
If you have concerns over your resource capacity, or simply want to reduce costs, please contact Steve Cripwell at steve.cripwell@synergyoutsourcingltd.co.uk or (+44) 20 3488 9561.

Infrastructure

Upskill of staff takes off

October 28, 2021October 28, 2021

Upskill of staff takes off in the Learning and Development area.

Synergy is proud to offer the opportunity for all employees, current and new, to start a 12-month learning journey ending with a qualification. This opportunity not only allows students to earn an income while studying but will provide them with a nationally accredited qualification that will progress them in their career.

We started with a group of 20 employees, but now have more than 150 colleagues who have embarked on their nationally recognised qualifications.

Each qualification combines theory and relevant practical elements and creates skilled staff, who work independently and have enhanced problem-solving ability. Learning is online with classroom support and guidance, supported by trainers and assessors throughout the journey.

Services

Energy industry meltdown

October 28, 2021October 28, 2021

Over 2m UK households affected by energy firms going bust

If the loss of 13 energy companies since September wasn’t bad enough, larger energy firms are now struggling to integrate customers from failed businesses. EDF has stated it is not ready to take on new customers from energy firms that have gone bust due to high gas prices and Managing Director of Customers, Philippe Commaret, stated it was now a “big question” whether the regulator can force firms to take these customers on.

Synergy supports both inbound and outbound customer engagement through a combination of voice, email, webchat and SMS that can be tailored to your criteria and utilising your own in-house platforms we can quickly build a dedicated team to support your current operations.

Ofgem appoints companies as a “supplier of last resort” for people whose energy company has ceased trading.
To find out how Synergy can support your customer service and debt collection teams please contact Toby Selves at toby.selves@synergyoutsourcingltd.co.uk or (+44) 20 3488 9563.

News

High praise indeed!

October 28, 2021October 28, 2021

Andy Searle, the CEO of BPESA, accompanied by representatives of the dtic (Department of Trade, Industry and Competition: Republic of South Africa) and Harambee Youth Employment Accelerator, recently made a site visit to our premises in Umhlanga in Kwa-Zulu Natal.

He posted about his visit on LinkedIn along with his impressions of how Synergy Contact Centre operates.

“As with many SA based companies delivering services into the offshore markets, they manage their talent pool with great care with their own Academy and well-established internal career development model. The positive culture of the organization is reflected by the single digit annualized attrition rate; this is a team highly committed to Synergy and their clients.”
Read the full LinkedIn post here

Mr Searle further commented “Building on a strong track record of reliable and first-class service delivery, they are set to continue growing as the Energy (Gas) Sector, Water Sector and Retail Sectors in the UK undergo significant change because of COVID-19, Brexit, regulatory changes, green energy, technology and other factors.”

BPESA is a not-for-profit company that serves as the industry body and trade association for Global Business Services in South Africa serving the international and domestic markets. Its purpose is to market South Africa to the world as an attractive place to offshore their business processes

Services

Broadband switching to become easier

October 28, 2021October 28, 2021

Ofcom, the telecoms regulator, has announced that switching broadband provider is set to become even easier with the introduction of a ‘One Touch Switch’ process in early 2023.

The change will mean all home broadband customers (including those with providers that don’t utilise the Openreach network) will only have to contact one company to switch. Research by Ofcom showed that 40% of customers who decide against switching have been discouraged by the aggravation of having to contact more than one supplier.

Although all providers are required to have the new One Touch Switch process in place by April 2023 it’s probable that many will start planning for the increased workload early, due to ongoing staffing challenges.
If your recruitment is proving challenging Synergy has experienced Customer Service Contact Centre staff available to provide telephone, live-chat, and email support with unrestricted contracts at fully inclusive productive hourly rates typically 50% below in-house and other 3^rd party costs.

To find out how Synergy can support your customer service team please contact Toby Selves at toby.selves@synergyoutsourcingltd.co.uk or (+44) 20 3488 9563.

Community

Community – Fun and Friendship

October 28, 2021October 28, 2021

Most of Synergy’s success is down to the hard work of our colleagues who we like to reward with a variety of events which are not only fun but help with team bonding. Here are a few of the events that have taken place recently.

Heritage Day – celebrating South Africa’s beautiful rainbow nation by dressing up in traditional outfits. Heritage Day is also celebrated across all cultures with the authentic South African braai (similar to a barbeque) where friends and families gather for some delicious food and conversation.

Synergy took advantage by hosting The Ultimate Braai Master Challenge – teams needed to prepare and cook a starter and main meal in the braai within 75 minutes. The winning duo won R1,500 to spend with their teams, the runners up won large portable braai stands and the 3^rd place won Springbok rugby camp chairs.

Monthly awards

Top performing staff are awarded with certificates and Synergy branded gifts on a monthly basis.

Casual Day

In support of people with disabilities, Casual Day allows us to raise funds for charities across South Africa by simply purchasing a Casual Day sticker. Synergy was delighted to contribute R1,500 from sticker purchases.

X-FACTOR

O2 hosted a 12-week X-Factor competition, where agents had to nominate their best calls. Calls were audited internally and externally looking for the best customer experience and ensuring full compliance on calls. The top three agents were awarded amazing prizes: 1^st won a two night stay for two at the Holiday Inn at Umhlanga, 2^nd prize was a microlight flight for two and 3^rd place won a zipline tour for two.

Synergy Kids

Each month, we invite our children to participate in a design competition. Each child receives a small gift for participation and the top three in three different age categories receive a gift hamper related to the theme.

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Month: <span>October 2021</span>