WHY iContact BPO?
Our People
Within the Alefbet Group, our in-house, accredited training provider, SA Business School, provides quality training and executive courses for iContact colleagues. These are delivered by distinguished faculty and subject-matter experts, focusing on management development, learnerships and bespoke training development for the Global Business Services sector.
We believe in providing both academic, technical and interpersonal skills training that allows our people to develop their career paths from agent to senior management positions and across different job roles and disciplines within the business. Our people are at the heart of what we do, and this commitment to their development shines through in their commitment to great performance. Add to that strong English language capabilities which are amenable across many geographies including the US, UK and Australia, and the natural empathy of our people, and our customers get to enjoy an outstanding quality of service, cultural affinity and great work ethic of our people on every single program.
Our Data and Analytics
Communicating with your customer is key – but are you engaging with the right customer, at the right time on the right platform, with the right pitch? We know that the true success of any campaign relies on the intelligent use, application and interpretation of data. Our data and analytics services summarise, synthesise and extrapolate large amounts of data from customer interactions, providing invaluable insights for actioning. In the continuous quest to drive positive call outcomes, these essential tools enable agents to better understand and connect with customers, while improving overall productivity and performance.
Technology
We have a third contact centre at an off-site location and full power back-up solutions and disaster recovery programmes and sites to ensure robust business continuity. We provide commercial certainty with FX protections and have honed our technical solutions to ensure that we can offer proven work-from-home and hybrid work models, as well as provide standby BCP facilities.
Compliance
As a global service provider, we ensure that we are at the forefront of all matters relating to compliance and good governance. We are dedicated to meeting the compliance, security, data and privacy policies and procedures, with dedicated on-site teams monitoring adherence and performance in this regard.
Our track record
iContact has years of experience serving international clients across multiple time zones, notably in the USA. Within our leadership and management teams, we have extensive customer service experience skills and IP. Our business adopts an agile and pragmatic approach of how we work with you, backed by a quality operation and comprehensive support structure. iContact is able to offer multi-lingual solutions if required and rapidly scale our solutions to meet client requirements.
Talented and experienced professionals are the lifeblood of our businesses, with cutting edge technology and seamless business processes forming a flexible backbone for our people to deliver measurable, scalable and repeatable performance excellence across a wide range of industries and geographies. We believe in balancing risk and reward, driving growth, forex protection and designing innovative commercial models that work for our clients and our business.
Our Hybrid work models
From the time of the first pandemic lockdown announcement in March 2020, 50% of our agents were functioning within 48 hours and the balance within the first five working days. Since then, we have made significant strides in honing and refining our hybrid work models to ensure that they can withstand both the current and future threats with a minimum of disruption. Our advanced technology solutions, APNs, firewalls, advanced intrusion and ransomware detection and monitoring are world-class and fundamental to our business continuity planning. Our ability to deploy and ramp-up fully functional teams under any crisis scenario is a critical competitive advantage, especially since COVID-19 is likely to persist for months if not years to come, and unlikely to be the last of its kind.