High praise indeed!

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

Operational & Infrastructure Update

Despite ongoing lockdown and travel restrictions we are delighted that we continue to grow our client base, and the international territories that we now support.

We have recently welcomed four UK energy suppliers, a home furnishing retailer, and a leading catalogue business to our portfolio, providing a range of customer service, back office, and debt collection solutions.

Our international footprint now includes the USA where we are providing nationwide customer service solutions for one of our retail clients. Given the customer time zones we support we are a genuine 24/7 operation.  

To support our growth, we have expanded our premises not only to incorporate our new business, but importantly we have significant capacity for additional growth.

Covid-19 excuse fatigue

According to a report on the BBC News website today, the number of complaints about poor customer service in the last six months was at its highest level since 2009.

Research conducted by the UK Institute of Customer Service reports that, whilst initially sympathetic, consumers are now getting fed up with being told they are receiving poor customer service “due to Covid”.

Inevitably the effects of Covid-19 and the surge in online shopping combined to over-stretch many customer service departments and contact centres. However, as life starts to return to normality, companies need to regain the trust of their customers by improving their CX offering.

If your customer service department is fielding more calls than it can handle with call waiting times and complaints increasing, we would welcome the opportunity to outline how we could be of benefit and how we have solved these challenges for our clients.

If you would like to learn how Synergy can help improve your customer experience, please contact Steve Cripwell. (+44) 20 3488 9561 or steve.cripwell@synergyoutsourcingltd.co.uk

https://www.bbc.co.uk/news/business-57734808

South Africa awarded Top 2021 most favoured Global Offshore…

Based in Durban, South Africa, Synergy is delighted that South Africa has been voted the best offshore location for BPO services in the world in the annual Front Office BPO Omnibus Survey.

Andy Searle, CEO of industry body BPESA, (the recognised Industry Body and Trade Association for the Global Business Services (GBS) Sector in South Africa) commented “It confirms that South Africa is a notch above the rest as an investment destination with talent, technology, and know-how.”

Read more about the award and South African GBS sector here: https://lnkd.in/gV95yZt

Why not find out for yourself about Synergy’s high-quality, value-add CX services by contacting Steve Cripwell.
(+44) 20 3488 9561 or steve.cripwell@synergyoutsourcingltd.co.uk

Our business continues to grow

In the last couple of weeks we have responded to an urgent request from one of our retail clients. They have asked us to enlarge the size of their customer service team to cope with the expected increased consumer demand due to the new lock down in the UK, as well as the forthcoming Black Friday and Cyber Monday sales events.

In addition we are delighted that in the last three months three Utility and two Retail businesses have placed their trust in Synergy Outsourcing.

Due to the lock down, and travel restrictions, we have successfully transitioned all our new business remotely with daily project meetings managed through the wonders of video conferencing.

We have capacity

We currently have further resource and a rapidly scalable solution ready to help your business with its customer service, back office or collections requirements. Our advisors, experienced in utilities (B2B and B2C), telecoms, retail, broadband and gaming, can be fully brand-trained remotely and be operational in as little as two weeks. 

Contact Steve Cripwell at steve.cripwell@synergyoutsourcingltd.co.uk or (+44) 20 3488 9561.