Resources

Latest Blog Posts
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ARTICLES

From Orphanage to Opportunity: The Journey of Two Young Men from Rural QwaQwa to SA's Burgeoning BPO Industry

A powerful testament to how impact sourcing can change lives and build thriving careers

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Growing US Demand for South African Collections & Recoveries Expertise

US companies are choosing South African AR specialists for cost-effective debt recovery.

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iConHire: iContactBPO Expands Services to Include Employer of Record Offering for Global Clients to Access Specialized Management Support Talent

This new offering – iConHire – enables international clients to access specialized skills based in South Africa.

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BPO: Leading the Small-Scale Niche Outsourcing Evolution

Distinctive niche by specializing in what most large BPO providers consider too small to bother with: the 10-seat starter BPO model.

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Strategic CX Outsourcing in Retail: Balancing Operational Efficiency and Brand Integrity

The retail sector is an incredibly cost-competitive and sensitive environment.

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iContact BPO Partners with Krisp AI to Enhance Productivity and Customer Experience

Incorporating AI-driven noise reduction has yielded significant improvements .

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Revolutionizing Seasonal Hiring: iContact BPO Partners with M4Jam for Digital Contracting Efficiency

In the fast-paced world of Business Process Outsourcing (BPO), peak season hiring demands are no small feat.

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CX outsourcing to meet seasonal demand

Scaling Talent and Culture for your business peaks

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Choosing the Right BPO Partner: Metrics That Matter Beyond Price and Language

Why EX matters

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South Africa’s BPO sector is country’s fastest growing export

SA leads in CX outsourcing, with USA its fastest growing source market for global business services from South Africa

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Small-To-Medium-Sized Fish, Big
Pond

Here’s how to find the right business partners and play nicely with the giants.
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Happy Employees, Thrilled
Customers

Why EX matters
just as much as CX – and what to do about it.

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The Top 10 Outsourcing Myths,
Debunked

Dispelling outsourcing myths is key for informed decisions.

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CX OUTSOURCING SERIES

White paper a strategic framework for customer cc experience outsourcing.
A Strategic framework for Customer Experience (CX) Outsourcing
This 5-part Series provides a strategic framework for CX-centric companies who are considering outsourcing
their customer care.
Case study zilling transforming cx with strategic outsourcing.
The story of how heritage knife and kitchen specialist brand Zwilling
transformed CX with strategic outsourcing during its greatest growth period in its almost
300-year history.
How small mid-sized businesses level up on cx level.
How Small-Midsized Businesses level-up on customer experience
Part 3 of this Series shares how strategic outsourcing can be used by SMBs to scale efficiently, while levelling up on customer experience and service.
White paper a strategic framework for customer cc experience outsourcing.
A Strategic framework for Customer Experience (CX) Outsourcing
This 5-part Series provides a strategic framework for CX-centric companies who are considering outsourcing
their customer care.
Case study zilling transforming cx with strategic outsourcing.
The story of how heritage knife and kitchen specialist brand Zwilling
transformed CX with strategic outsourcing during its greatest growth period in its almost
300-year history.

WHITE PAPERS

Why Outsource To South Africa

The cover of a white paper for 2020.
South Africa’s ranking as a top destination for Global Business Services.
Download

Why iContact BPO?

The cover of a white paper for 2020.
Measurable. Scalable. Repeatable Performance Excellence.
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CASE STUDIES

iContact Inbound Customer Service

Bpo sector case study.

Understanding the customers journey,
Ongoing upskilling, Successful ongoing campaign.

Download

iContact Win Back Recovery

Bpo sector case study.
Assisting tax-paying professionls online and converting them into loyal clients.
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Lead Generation

Bpo sector case study.
6300 professionals contacted successful and a conversion of 3150 leads.
Download

Medical Fulfilment

Bpo sector case study.
Ensure (APS retrieval) is efficiently taken care of. Offer fastest turnaround time
Download

Order Fulfilment - Coopers of Stortford

Transforming Order Fulfilment through Strategic Outsourcing Partnership with iContact BPO
Read More

PRESS RELEASE

Year End Review

Icon contact press release.
2022 Year end review. Global tech-enabled outsourced business services. And more…
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PODCASTS

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Putting the EX in your CX: Can Culture be Outsourced?

Part 5 of this Series navigates the choppy waters of culture custodianship amid a Customer Service or CX outsourcing decision, and how to land safely!

The connections between Customer Experience (CX) and Employee Experience (EX) are causal and inextricable. It’s tough enough managing this on an in-house basis. What more then, if you’re one of the progressive businesses embarking on a customer service or CX outsourcing mission?

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CashCo: Scaling CX for small- midsized business (SMB)

The story of how CashCo Financial Services Chairman and CEO, Michael Rosenberg scaled his specialized instalment loan business across states while levelling up customer experience and service

CashCo Financial Services CEO Michael Rosenberg faced challenges in scaling the loan business. Wanting to grow without high capital expenses, he considered outsourcing. However, skepticism arose due to the company’s niche focus on personalized customer service. Michael sought a BPO partner to enhance customer experience and navigate the uncertain economic landscape.

Download our paper now

How Small-Midsized Businesses (SMBs) level-up on CX

Growth is never simply a case of expanding operations to achieve economies of scale – it’s also about levelling up and improving on customer experience and service, which for most SMBs is a key competitive differentiator.

Part three of this Series shares how strategic outsourcing can be used by SMBs to scale efficiently, while levelling up on customer experience and service.

Download our paper now

A white page with the title io contact - a strategic framework for customer engagement.
Icontact - slicing, dicing and slicing cx with slicing and slic.
The words you are here on a white background.
How small marketing and businesses can benefit from ccm.

Zwilling: Transforming CX with Strategic Outsourcing.

The story of how heritage knife and kitchen specialist brand Zwilling transformed CX with strategic outsourcing during its greatest growth period in its almost 300-year history.

THE CHALLENGE
 The decision to go the CX outsourcing route was driven by the COVID-19 pandemic – with people in lockdown, the heritage brand’s online retail business of kitchenware experienced its greatest growth period in its almost 300-year history.

The client needed an urgent solution to manage the massive influx of calls and enquiries and forge a path back to customer service and experience recovery.

Read on to find out how they did it…..

Download our paper now

A white page with the title io contact - a strategic framework for customer engagement.
The words you are here on a white background.
Icontact - slicing, dicing and slicing cx with slicing and slic.
How small marketing and businesses can benefit from ccm.

A Strategic framework for Customer Experience (CX) Outsourcing

CX, a buzzword only a few years ago, has rapidly become the de facto competitive differentiator for many companies competing on Customer Experience (CX) to win market share, retain customers, and build loyal fans.

Part one of the Series provides a strategic framework for CX-centric companies who are considering outsourcing their customer care.

Download our paper now

The words you are here on a white background.
A white page with the title io contact - a strategic framework for customer engagement.
Icontact - slicing, dicing and slicing cx with slicing and slic.
How small marketing and businesses can benefit from ccm.

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