Company Overview:

In 2013 the ABSA Wealth , Investment Management and Insurance ( WIMI ) business cluster clearly re-defined the future operating model for its direct delivery channel with a core focus on achieving a sales center of excellence to promote WIMI solutions through its Bancassurance partnership within the Absa Retail Banking channels.

Role of the Center:

Our Contact Centre’s main focus is on Inbound and Outbound Sales of Non-Advice Short Term and Long Term Insurance Products. The centre also supports a Short Term Adviser Force where Adviser Customers are assisted in updating policies etc. We also have a Service Area which mainly focus on setting up appointments for Face to Face Advisers and supporting an Orphan customer base.

Company Overview:

Alonet Bilgi provides Call Center, Complaint Management, Customer Experimentation, CRM, Social Media Management, Quality and Process Consultancy services to all industries; with a focus in telecom, finance and retail sectors.

Role of the Center:

We are one of the Leading Customer Experience Centers in Turkey, operating with 750 employees and a capacity of 2.500 seats in 9 main industries such as Telecommunications, Retail, Finance & Insurance. We have 3 Locations in Turkey: Istanbul , Izmir,and Sivas

Company Overview:

Arcelik A.S. Year of Establishment: 1955 Headquarters: Istanbul,Turkey Having operations in durable consumer goods industry with production, marketing and after-sales services, Arçelik A.Ş. offers products and services around the world with its 27,000 employees,15 different production facilities in 6 countries (Turkey, Romania, Russia, China, South Africa and Thailand), its sales and marketing companies all over the world and its 10 brands (Arçelik, Beko, Grundig, Blomberg, ElektraBregenz, Arctic, Leisure, Flavel, Defy and Altus) serving products and services in more than 135 countries. International organization in 27 countries.

Role of the Center:

Arçelik Contact Center is the FIRST Contact Center in TURKEY. It has been operated since 1991. Our principle is make customers to feel the best customer experience 7/24 not in words, but of deeds. In this regard, we strive for being one step ahead of customer’s demands and moves with the vision of “to reach more customers with innovative products and applications in rapidly changing world “provided by optimized processes and digitalized technology with maximum productivity and minimum cost. We have won many awards in the national and international field with our customer satisfaction and CRM applications In our opinion, secret of success for excellent customer experience is managing the perception, empathy and interaction of customer. As a result we want to live and sustain end to end customer experience management. Our contact center includes both support and sales function. We have inbound (white goods, TV, nontv, fcr processes, pos device and other dealer & service system's support teams) Outbound ( sales, inquiry and survey process teams) Solution Center, Back Office, Social Media, IT Help Desk Support, Reporting and Training and Quality teams.

Company Overview:

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies.

Role of the Center:

As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

Company Overview:

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customers, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

Company Overview:

Borusan Otomotiv, founded with the partnership between Borusan Holding and Giwa Holding operating in Germany has been the Turkey distributor of BMW. With the addition of BMW Motorrad in 1992, Land Rover in 1998, MINI in 1999 and Jaguar in 2014; the range of Borusan Otomotiv has expanded.

Role of the Center:

The CRM vision of Borusan Otomotiv Group is achieving increased customer satisfaction, loyalty and profitability through a personalized customer experience enabled by a simple, fast and omni-channel CRM approach. In line with this vision, Borusan Otomotiv Customer Interaction Center becomes a crucial touch point of the premium customer experience. Our single centralized center provides a 365-day customer service.

Company Overview:

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of World-class Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries.

Role of the Center:

BPO+ offers services ranging from primary voice-based inbound and outbound services to non-voice BPO and KPO services. Owing to its rich experience and understanding of the dimensions of customer relations and highly qualified and trained professionals, BPO+ have also successfully branched out into a variety of related services including tech-support, online shop assistance and debt collections

Company Overview:

Coca-Cola Beverages Africa (CCBA) is the tenth largest Coca-Cola bottling partner worldwide and the biggest on the African continent. We serve 12 countries in sub-Saharan Africa including South Africa, Kenya, Ethiopia, Mozambique, Tanzania, Uganda, Namibia, Mayotte, Comoros, Swaziland, Botswana and Zambia. The latter three countries will be integrated into CCBA’s operations over the next 12 to 18 months. We boast a diverse pan-African footprint with more than 30 bottling plants serving over 450,000 outlets across the continent. CCBA employs more than 14,000 people and enjoys the number one market position in all of our 12 territories. CCBA is pursuing an ambitious growth strategy that is aligned with The Coca-Cola Company’s 2020 Vision and will be supported through investment in manufacturing, sales, distribution and marketing. We aim to be the leading Coca-Cola bottler in Africa, delivering profitable and sustained growth through increased availability and access to Coca-Cola beverages across Southern and East Africa.

Company Overview:

GRAN is one of the leader of BPO Contact center in Russia &CIS (founded in 2006). 7 sites, approx. 2000 employees which speak 9 languages and having extensive background in customer service, sales and client relationship. GRAN has experience in different vertical market from Finance& Insurance to Retail and E-commerce and have trusted-based and long-term partnership with a lot of Global and Russian Companies.

Role of the Center:

Our Company is BPO contact center, so we have a number of projects of different types: customer support, tech support, leads generation, sales campaign, market research. Our Company is one of the leader in Russia and CIS market.

Company Overview:

DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.

Role of the Center:

The Contact Centre Supports Customers to purchase our goods and Services, Upsell on the product , Generates New business and identifies potential leads. Serves as a central information Centre for the customers, A tracking platform for customers tracing for their shipments.

Company Overview:

HMC has been the principal public healthcare provider in the State of Qatar for over three decades, and is dedicated to delivering the safest, most effective and most compassionate care to each and every one of our patients. HMC manages eight hospitals, incorporating five specialist hospitals and three community hospitals. HMC also manages the National Ambulance Service as well as home healthcare, both accredited by Joint Commission International. While HMC continues to upgrade its facilities and services, it has also embarked on an ambitious expansion program, targeting the areas of need in our community.

Role of the Center:

BPO+ have been working with Hamad Medical Corporation for over 3 years partnering to deliver the HPCC and RBMS services to support the Patient care mission. We very closely understand and have been actively contributing into the Vision of our Emir to provide high quality healthcare services to all citizens and residents in the country, which meet the best global standards of quality and outcomes. BPO+ and HMC wanted to highlight their fruitful partnership to the world , so that could provide meaningful learnings from this partnership to others in the filed.

Company Overview:

Mashreq has provided banking and financial services to millions of customers and businesses since 1967. We are one of UAE's leading financial institutions with a growing retail presence in the region including Egypt, Qatar, Kuwait and Bahrain. We focus on providing our customers access to a wide range of innovative products and services. Our branch network extends across the UAE with one in every two households in the UAE banking with us. We also have customer service centres in key retail locations and one of the largest ATM networks in the country. We also have 12 overseas offices in nine countries, including Europe, US, Asia and Africa.

Role of the Center:

Our Call Center is a highly professional, multinational, multilingual contact center which provides 24 x 7 SUPPORT catering entire Retail Banking Group. This team is backed by the best in class IVR and dynamic call routing technology – a perfect balance of efficiency and personalization. We operate on the core belief of customer centered Innovation and a currently working on pushing our First Point of Resolution scores northwards of 80%. We servicing the following unique geographies and customer segments:- – UAE Banking, Qatar, Bahrain & Kuwait – Priority Banking – Gold and Private Segments – Securities – Small & Medium Enterprise – Interacting with 140,000+ customers every month – Our entire product suite can be bought over the phone

Company Overview:

Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards.

Role of the Center:

The Global Service Centre operated on behalf of Dimension Data acts as the primary interface for DD’s customers should they need to invoke any support services. Services range from simple catch and dispatch incident logging, Fast Fix First Call Resolution calls, Remote Desktop support, live event monitoring. These services are provided to local, as well as multinational clients, and the Centre is operated around the clock 265 days a year.

Company Overview:

Pay TV Company based in South Africa, offering various TV and online-based entertainment services such as movies, series, sport, documentaries, and actuality programs. These are offered on various platforms including Digital Satellite TV, Web Streaming, and Mobile TV. Multichoice South Africa is owned by Naspers - the largest company on the Johannesburg Stock Exchange.

Role of the Center:

The role of my contact center is to provide customers with information to address inquiries regarding products and services. In addition to that we help resolve any customer complaints. For instance, a customer would like assistance in opening a new dstv account or would like to be assisted in resolving a problem with a technical query. We also help our customers on how to use equipment or resolves issues with equipment mainly their decoders, mobile devices. Turning on and off accounts or suspending them as well.

Company Overview:

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Our Contact Center is a Support service to customer one, for a telecommunications company and we: - Handle inbound calls: customer calls us to obtain information about equipment’s, services, tariffs, to report malfunctions, ask for help and Customer retention; in my contact center we handle inbound calls for mobile and fixed services, for 7 different segments of our Client customers and 1 for internal Customers; - Handle Outbound calls to campaigns launched by our client; - Back-office: beside treating the Work-Orders requested by our answering agents, we deal with Email Response.

Company Overview:

We are is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. We are responsible for the whole service (retail segment) in the Czech Republic. Our role is: support customers and also sell products - electricity, gas and other complementary products.

Role of the Center:

There are many ways to contact us - customers can use the customer service line, web based virtual sales office, visit the 24 customer centers or 53 offices of business partners - all contact places are situated in significant cities. There are 500 employees in customer branches, serving face to face customers. Almost 5500 customers visit us daily in our contact centers.

Company Overview:

We are an outsourced contact centre that supports retailers and manufacturers. We deal with customer servicing and consumer services. Our number appears on the back of packs for certain products. If a consumer is unhappy with the product, they connect with us via telephone, email or any social media channel.

Role of the Center:

We offer end-to-end solutions that include courier service to pick up the damaged product and transport it to a lab for independent testing. We also manage an electronic voucher system for consumer redemption. We process orders of products that go onto the shelves at retail outlets as well.

Company Overview:

Sell products in the short term insurance sector as well in the assurance and secured lending segments. We also sell short term commercial insurance across South Africa. We sell products that cater to the specific needs of our clients in a way that is truly customer-centric. As a brokerage, we have access to a panel of underwriters whereby we can ensure that we get our clients the best possible deal at every juncture and also do the shopping for them in order to save them time and stress should they lack the specific acumen that is associated with insurance. We have two sales contact centres which are divided into multiple arms that service specIFIC clients with defined income bands. We also group related insurance products such that we are able to solve our customers' problems in a holistic sense. We have a variety of products within each insurance category requiring our consultants to be highly knowledgeable, multi-skilled, and experts in treating our customers fairly.

Role of the Center:

Simply put, the role of the sales contact centre is to provide peace of mind to our customers and to sell a product that meets their individual needs and will be there should they need it.

Company Overview:

As a licensed financial services provider Talksure offers broker and intermediary solutions including personal lines, short term insurance, long term insurance and medical gap cover. Talksure takes great pride and responsibility in being an authorised financial services provider. We do not just follow guidelines for compliance and treating customers fairly we live those values and this is what differentiates us from our competitors. We have an ever growing team of highly skilled, fully accredited customer consultants as well as, trainers, coaches, quality assurance assessors and key Individuals, who together ensure top quality sales are generated and services of a high standard are rendered to our clients, as well as our partners and their client base. Furthermore, we are accredited with INSETA and receive funding annually to further upskill and develop our people to ensure that we stay abreast of industry trends and customer requirements.

Role of the Center:

Being one of the leading contact centres in the country we strive to make every call a success, be it a sale or service. We believe that our telephone etiquette and mannerisms place an everlasting impression in the minds and hearts of those we interact with. Additionally, we offer a wide range of insurance products at affordable premiums making it accessible and affordable to all.

Company Overview:

Telecontact started in 1999 among first outsourcing call centers in Russia. Now the company operates a distributed contact center system of 18 sites in 9 cities over 5 countries: Russia, Ukraine, Belarus, Kazakhstan and Uzbekistan; the overall amount of full time equivalent agents now is 3500+.

Role of the Center:

Telecontact provides the full range of inbound and outbound services, involving all up-to-date communication channels. The industries most presented in clients portfolio are Banking (50%+), E-commerce, and Telecom. Since 2009 the company has the biggest revenue share on Russian market.

Company Overview:

Turkcell Global Bilgi was established in 1999, as a Turkcell Group Company. And as Turkey’s leading customer relationship management center (support customers, sell and collection, etc.)

Role of the Center:

we operate with more than 13 thousand employees and a capacity of 7, 500 seats at total of 24 centers, with 19 in Turkey, 4 in Ukraine and 1 in Russia. Besides its broad experience in the telecom sector, Turkcell Global Bilgi combines expertise with a wide ranging customer portfolio in such areas as the public sector, retail, finance, IT, and media/entertainment.

Company Overview:

Vestel is a Turkish home and professional appliances manufacturing company consisting of 18 companies specialised in electronics, major appliances and information technology. Vestel's headquarters and production plant are located in Manisa, while the company's parent conglomerate is the Istanbul based Zorlu Holding.

Role of the Center:

Our contact center supports customers via various channels 7/24, gives help desk service for customers and our authorized technical services, sells products and services such as additional warranty, maintenance tools for home appliances, refrigerators, dishwashers, TV's, smartphones etc.

Company Overview:

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti, Lamborghini, Porsche, Scania, Ducati, SEAT, Skoda and Volkswagen Commercial Vehicles. The Group operates 60 production plants around the world and nearly 370 000 employees produce about 28 000 vehicles or are involved in vehicle-related services each working day. The Volkswagen Group sells its vehicles in more than 150 countries worldwide.

Role of the Center:

The Volkswagen Group South Africa Customer Interaction Centre (CIC) was established in 2004. To remain a leader in the automotive industry it is imperative to have an acute understanding of customer needs and to ensure that people, processes and technology are aligned and geared to reach and exceed the overall company objectives. The CIC offers its customer base a host of inbound services, namely: 24 hour Roadside Assistance, General Enquiries, Customer Care, Dealer Helpdesk, Fleet Support Services and Social Media that supports a national dealer network of approximately 150 dealerships comprising the Audi, Volkswagen and Volkswagen Commercial Brands. The role of the Customer Interaction Centre is to provide end-to-end Contact Centre services in support of customer loyalty, acquisition and retention. Strategically positioned at the VWSA manufacturing plant in Uitenhage, the Customer Interaction Centre is set to beco