This is our commitment: For every four agents that you outsource to us, we will reduce it by one agent within 12 months. We get more efficient and effective as we learn – and we’ll pass the benefit on to you.

Our multi-channel contact centre allows us to interact with your customers seamlessly, whether by telephone, fax, voicemail, email, IM or web chat.

Service

• Inbound Contact Centre Services
• Outbound Contact Centre Services
• Back Office Processing
• Independent Quality Assurance

Systems

You don’t build a world-class contact centre on second-class technology. We’ve invested heavily in our systems to support our staff in delivering real business value to our clients.

• We follow an ITIL-based standard operating procedure (SOP) that includes incident, problem, capacity, asset and change management.
• We deliver comprehensive reports and reviews to your specification.
• We are accredited by South Africa’s Financial Services Board as a financial  services provider, and have both in-house and off site compliance officers.
• Our offices are ideally located next to Cape Town’s central railway station, providing safe, reliable transport for our staff so that we can offer  24/7service.

Sucessful Incentives

Cash bonuses and prizes are not enough incentive for staff to deliver truly exceptional customer service. At 118Contact we prefer to recognise people’s total potential, and help them to achieve it. We focus on

• Autonomy: We hire the best, and we trust them to do their jobs well. We give our staff a great deal of freedom to work as they, when they want.
• Mastery: We offer training and development that enables staff members to set ambitious career goals, and meet them.
• Purpose: We believe strongly that work must serve a larger purpose. Our staff are all motivated and excited to do work that goes beyond the bottom line.