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News : Webhelp Expands Local Footprint with Durban BPO Centre

#contactcenterworld, @webhelpuk

Johannesburg, South Africa, Oct, 2021 -- Global business process outsourcing (BPO) firm Webhelp officially opened its KwaZulu-Natal-based office this week, marking its fourth South African base.

Located in Durban’s uMhlanga Ridgeside office park, Webhelp announced plans for the KZN-base in August, saying it would bring 300 employment opportunities to the region.

According to the global consultancy and customer experience firm, it was inundated with applications from people looking to work as customer service advisors in the contact centre.

"We’ve had such a fantastic response from Durbanites from the start, and have been truly overwhelmed by the high-quality of candidate applications we’ve received to date," says David Turner, CEO of Webhelp South Africa, UK and India.
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"We’re really excited to be extending Webhelp’s footprint into the great city of Durban, and to witness first-hand the difference we’re able to make. Our latest recruits are joining an extensive global community and will be embarking on a long and successful journey with Webhelp."

Sine Majozi, a contact centre associate at the new KZN base, comments: "I’m very grateful to be a part of Webhelp because it’s caught me at a time where I stepped out of my comfort zone and know what I want in life. I see growth opportunities for every individual who’s willing to work hard. The new office is stunning and also comfortable to be in. It’s more like a home and it makes me feel important and wanted by the company."

Paris-headquartered Webhelp offers data-led customer service and contact centre services as part of its role in the BPO field.

The firm says it has more than 90 000 agents working across 190 locations in over 55 countries. In South Africa, it already has branches in Cape Town, Johannesburg and Pretoria, with 5 500 agents working across all three locations.

The facility prioritises mental, physical and spiritual health through an on-site health and wellness centre in partnership with Momentum. The centre includes in-house nurses, on-site COVID-19 vaccinations, annual health assessments, lifestyle information and education, and counselling for employees.

"With its wonderful climate, ocean views and our well-equipped work space, this is definitely the ideal environment for our passionate game-changers to thrive," notes Turner. "This is just the start of Webhelp’s operations in Durban and we look forward to discovering new opportunities for growth so we can continue to welcome more Durbanites to our family."

The African continent has recently been declared the outsourcing sector destination of choice, with SA noted as the nation with the highest contact centre manager monthly salary among its African counterparts.

Within the South African context, the BPO sector has witnessed rapid growth, with international companies like TransUnion and Amazon making key investments.

The sector is targeting 100 000 new jobs by 2023 and 500 000 by 2030. The country has also claimed top spot as the most favoured offshore location for call centres worldwide, based on the 2021 Front Office BPO Omnibus Survey.

Business Process Enabling South Africa’s Andy Searle previously told ITWeb the local BPO sector has 271 850 people in its employ, with over 70 000 of those employees working for the international or offshore segment of the market.

In Cape Town, BPO has been identified as a high-growth sector due to the job opportunities and investment potential it creates. In May, the city said over the last three years, its BPO sector attracted R3.4 billion worth of investments, fuelling economic growth and employment in the city.

#contactcenterworld, @webhelpuk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Webhelp + Concentrix:
Company LogoWebhelp is a Paris-based international customer relationship management group.
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Today's Tip of the Day - Network Based Contact Center?

Read today's tip or listen to it on podcast.

Published: Monday, November 1, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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