Your employees shouldn't spend their day chasing routine enquiries, working through backlogs or trying to keep up with a workload that has outgrown the team. Outsourcing specific processes to South Africa gives you another team to handle that work. You can use the additional capacity to clear a backlog, deal with higher call volumes, follow up more leads or keep routine administration moving without recruiting for every increase in demand. Our South Africa teams deliver outsourced call centre, customer service outsourcing and back office work under UK oversight.
Keep your customers getting a response when your UK team is already at capacity.
Give your sales team more opportunities to work with without asking them to make every call themselves.
Move repetitive operational work away from your UK employees and give them more time for work that needs their experience.
For UK businesses, outsourcing to South Africa can solve a very practical problem: you need more people, but recruiting enough of them in the UK is proving difficult, expensive or too slow.
South Africa has an established business process outsourcing sector, and Durban has a strong contact-centre and BPO market. That means we’re not trying to build an outsourced operation from scratch. We’re operating in a location where there is already a workforce with experience in customer service, voice and back-office roles.
The time difference also makes day-to-day working straightforward. South Africa is only one hour ahead of the UK during British Summer Time and two hours ahead during GMT, so your UK team can work directly with your South African team during the same working day.
Get in touchYou don't have to move an entire department offshore to make outsourcing worthwhile. We can take on the parts of your operation that are creating the biggest headache. That might be a customer service team struggling with call volumes, salespeople spending too much time chasing leads or an admin team working through a growing backlog.
Our Durban-based teams work on your processes and systems, while UK-based management keeps the operation connected to your business. You decide what gets outsourced, what stays in-house and when work needs to come back to your team.
If your phones are busy all day, adding more UK employees isn’t the only option. Our South Africa-based call centre teams can handle inbound enquiries, outbound calls, lead follow-up, appointment setting and other agreed telephone processes, helping you answer more calls without putting more pressure on your UK team.
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Give customers somewhere to go when your internal team doesn’t have enough capacity to deal with every enquiry. Our teams can handle agreed first-line customer service tasks, using your systems and processes to answer routine questions, deal with requests and escalate anything that needs specialist input from your UK team.
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Don’t let good leads sit in a CRM because nobody has had time to follow them up. Our outbound teams can work through your lead lists, contact prospects, establish their requirements and qualify opportunities against the criteria you set. Your sales team gets fewer cold leads to work through and more conversations that are worth their time.
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If your team is spending hours updating systems, processing information or working through routine admin, those tasks don’t necessarily need to stay in-house. We can take on structured back-office processes and work within your existing systems, helping clear repetitive workloads and giving your UK employees more time for higher-value responsibilities.
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The time difference between the UK and South Africa can make it easier to extend your operational coverage without asking your UK employees to work longer hours. We can structure shifts around your requirements, giving you additional support for early starts, later finishes or other periods when your UK team isn’t available.
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You don’t need to commit to a large team before you know what you need. We can build support around the workload you’re actually dealing with, whether that’s a temporary increase in demand, a new campaign, a growing customer base or a process that has become too time-consuming for your internal team.
Get in touchChoosing to outsource overseas is a big decision, particularly when the work involves your customers. You need to know that the people handling that work understand your business and that you can still get hold of someone when you need to.
Our delivery teams are based in Durban, where there is an established BPO and contact-centre market. We combine that local workforce with UK-based management, giving you a clear link between the team doing the work and the people managing your account.
The close working hours help too. Your UK team can speak to the South African operation on the same working day, rather than waiting until the next morning to resolve an issue. You also remain in control of the processes, systems and standards your outsourced team works to.
Most importantly, you don’t have to outsource everything. We can take one problem off your team’s hands and build from there if you need more support.
Get in touchTransform customer experience with intelligent operations that work smarter and scale faster. Contact Absolute Intelligence to start your conversation.
Call us on +44 (0)161 524 1841
Email us: neil@absoluteintelligenceuk.com
