Every VCH service starts with a signed SLA, KPIs defined upfront, and a dedicated campaign manager. We don't sell time-and-materials — we sell business outcomes, measured weekly.
Answer time, abandonment, QA, and reporting cadence — defined in writing before any campaign goes live.
Salesforce, HubSpot, Zoho, Pipedrive — or your custom stack. Calls, dispositions and contacts sync in real time.
Every agent scored weekly against your brand standards. Recordings retained per POPIA. Coaching baked in.
Monday morning performance pack — call volume, conversion, sentiment, agent QA. No black boxes.
24/7 multilingual agents trained against your brand voice and escalation procedures. We handle the full inbound spectrum — phone, email, live chat, social DMs — with an obsession for first-contact resolution.
Average CSAT improvement when SA enterprises switch to a dedicated inbound team.
Source: ContactBabel SA & CCSA benchmark studies. Outcomes vary by industry, baseline, and engagement design.
Average conversion lift on optimised outbound campaigns vs. in-house cold-calling teams.
Indicative figure based on SA outbound BPO industry data. Real campaign performance is reported weekly.
Conversion-engineered outbound. We don't run "dialler farms" — we run accountable campaigns with A/B-tested scripts, real-time dashboards, and a campaign manager who can look you in the eye on the weekly call.
Most lead generation operations confuse volume for value. We engineer the opposite — qualified, scored, context-rich handovers your sales team will actually close.
Average cost-per-lead reduction when shifting from in-house cold-calling to specialised teams.
SA BPO industry indicative range. Achievable savings depend on baseline efficiency and lead quality requirements.
Achievable churn reduction with proactive empathy-trained retention programs.
Industry benchmark for telecom/insurance retention. Outcomes scale with intervention timing and offer design.
Empathy-trained agents who treat your customers like the assets they are. We build retention programs that intervene before churn, not after — and win-back campaigns that recover the customers most operations write off.
Beyond the phones. We absorb the operational workload that distracts your in-house teams — order processing, claims handling, data capture, compliance audits — and run it with audit trails your CFO can defend.
Average operational cost reduction when moving back-office functions to specialised BPO providers.
SA BPO industry benchmark across financial services and retail back-office workflows.
Most engagements blend two or three services into a single program — and we routinely build custom configurations for industries with specific compliance requirements. Tell us what you need.