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Contact centres at home in South Africa

South Africa remains one of the leading destinations for business process outsourcing (BPO) in the world, with the contact center and outsourcing industry expected to reach over $3 billion in value by 2016, according to market research company Frost & Sullivan. The call centre market in South Africa is well-established and highly sophisticated in terms […]

Leadership key to employee engagement

There is a “significant link” between employees’ engagement with their job and their well-being, according to the Chartered Institute of Personnel and Development’s (CIPD’s) latest Employee Outlook survey. The report shows that engaged employees score much more highly against the Office for National Statistics’ ‘happiness index’. The index asked subjective questions relating to life satisfaction […]

Firstsource is first for families

Firstsource Solutions, a leading business process outsourcer that employs over 4,500 people in the UK and Ireland, has adopted a number of family-friendly policies to enable its employees to juggle a work-life balance more effectively, particularly during the long summer months. Firstsource has six contact centres in the UK and two in the Irish republic. […]

UK public sector big on outsourcing

European appetite for outsourcing is dwindling in the face of the ongoing uncertainty over the fate of the Euro – just as the UK government is rediscovering its interest in it. The total value of outsourcing contracts in the EMEA region fell to €6.7bn (£5.2bn) in the second quarter of this year, according to research […]

Capita goes Full Circle

Analysts say the acquisition of South African firm Full Circle will open doors for the UK outsourcing firm. Capita will get better access to big global brand names such as Amazon, following the acquisition of call centre services firm Full Circle. According to Ovum analysts, the acquisition of South African firm Full Circle will see […]

Customers download call centre queue buster

A free app which saves people from being held in annoying queues at call centres, has been downloaded 10,000 times, saving every single user, on average, a hefty £76 per year. Entrepreneur and innovator Matt King, who launched the new WeQ4U app in March, says mobile users are flocking to download the time saving app […]

Making business sense of social media

QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM is launching Listen & Act, a social engagement tool that allows organizations to transform social media messages into actionable dialogues and seamlessly integrate these insights into CRM data, generating ROI and revenues. Social media is the fastest growing communication channel today. With the […]