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News & Press: Industry News

iContact Sets SA Industry Bar High

Wednesday, 16 January 2019  
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All it takes to turn one customer into a loyal advocate of your brand is an all-round excellent customer experience. Passionately leading the way when it comes to high level customer care, is Johannesburg-based and owner-run BPO operation, iContact.

A top priority for the forward-thinking Contact Centre is a personalized approach to meeting specific business objectives, where the results continue to prove that satisfied customers naturally become the most powerful growth engine for any business.

For iContact focusing on customer experience is the top priority. In fact, it’s the single most important investment a brand can make! After all, Call Centres are in the frontline when it comes to dealing with consumers, so they are the first to know that brand battles are being won by companies equipped to offer a dynamic experience - a personal one, that goes far in building long-term brand loyalty. Smart local and offshore business owners simply cannot afford for their call centre experience to fall flat, which is why they are choosing iContact as their preferred BPO provider.

With a successful range of both local and international campaigns under their belt, the 1200-seater Johannesburg based operation recently announced an exciting expansion into Cape Town, with the acquisition of a brand new 200-seater call centre. Of course growth should never overshadow the continued quest of an exceptional service offering.

From both in- and outbound sales and services, to cross- and upselling, list building and lead generation, back-office fulfilment, to win back programmes and surveys - iContact offers you exactly what your business needs, plus they continue to fire up a more evolved omnichannel approach when it comes to engaging customers, always keeping them at the centre of the solution. In other words, they understand the core needs of a business and deploy a dedicated team of experts to continually engage, guide and grow the clientele.

South Africa is known to be a prime BPO outsourcing hub and quality offshore location, but how far do South African call centres really go when it comes to exceptional customer service? iContact believe the South African BPO industry needs to focus on moving up the value chain to offer more sophisticated value-driven services by projecting itself not only as a low-cost destination, but also a quality destination when it comes to customer experience.

At iContact a compelling customer experience is not accidental. It’s engineered with the careful use of analytics-driven insight, deployment of the right technology to fit business needs, and dedicated training that empowers the team to be passionate brand advocates. Plus, combining data analysis with ongoing innovation and insight-work to identify and solve problems, improving every customer encounter. Now, that’s setting the bar high!

To find the perfect solution to suit your business, contact us:
+27 11 019 0290

Contact us

Tel: +27 (0)10 003 0020

Cape Town
Tel: +27 (0)21 856 3871