We are delighted to announce that ResQ has expanded its operations by establishing an offshore presence in South Africa. This strategic move allows us to offer our clients significant cost savings without compromising the quality of customer interactions using our ResQ iQ tech suite.
Why South Africa?
South Africa presents a unique blend of advantages for offshore contact centre operations:
- Cost-Effective Solutions: Clients can achieve a reduction in operational expenses by 30-50% through labour arbitrage and lower operational costs.
- Language and Cultural Alignment: With 16.6 million fluent English speakers and a strong cultural affinity to the UK, US, and Australia, South Africa ensures seamless communication and understanding between agents and customers.
- Robust Infrastructure: The country boasts continent-leading IT infrastructure, supporting our advanced technological solutions.
- Time Zone Compatibility: Operating in the GMT+2 time zone, South African centres align closely with UK business hours, facilitating smooth management and collaboration.
- Skilled Workforce: A thriving contact centre industry and an annual addition of 410,000 new workers provide a rich talent pool for our operations.
- Corporate Social Responsibility: Engaging in impact sourcing initiatives, we contribute to creating careers for disadvantaged individuals, enhancing our clients’ CSR credentials.
Ensuring Quality with ResQ iQ
Sometimes a concern with offshore operations is the quality of customer interactions. At ResQ, we address this by maintaining consistency in our management approach and through our proprietary technology platform, ResQ iQ. This platform integrates seamlessly across all our sites, including those in South Africa, to deliver:
- 100% Quality Assurance: Every customer interaction is monitored and evaluated in real-time, ensuring consistent service quality. This process is automated.
- Enhanced Productivity: By providing agents with immediate feedback and insights, ResQ iQ drives continuous improvement and efficiency.
- Comprehensive Insights: Clients receive detailed analytics on customer interactions, enabling data-driven decisions and strategies.
Unified Management Approach
Our offshore teams undergo the same rigorous selection, onboarding, training, management, and career development processes as our UK teams. Strategic management from the UK ensures alignment with our clients’ expectations and seamless integration across geographies.
At ResQ, we are committed to delivering exceptional customer experiences, regardless of location. Our expansion into South Africa, powered by ResQ iQ, exemplifies our dedication to innovation, quality, and client satisfaction.
We’re based in:
Cape Town
Durban
Port Elizabeth (Gqeberha)
Explore the Benefits
We invite you to learn more about how ResQ’s offshore solutions can deliver cost efficiencies without sacrificing quality. For a comprehensive overview or to arrange a meeting to discuss how ResQ offshore solutions could help your business, please contact us or visit our Offshore Solutions page for more information.
