THE ULTIMATE
CUSTOMER
EXPERIENCE
scalable
outsourced
solution
the customer’s
lifecycle from
beginning to end
solid foundation of
automated business
processes
The GB Group
Elevate is our inhouse
training facility. We offer
growth opportunities to
staff within the group as
well as to various needs of
our clients.
Elevate
Elevate is our inhouse
training facility. We offer
growth opportunities to
staff within the group as
well as to various needs of
our clients.
- Achieving exceptional Customer Experience levels.
- Improving overall quality and value in your brand.
- Driving down operational costs through
automated processes. - Enhancing flexibility, agility and responsiveness.
- Extensive training to become your brand
ambassadors. - Meeting and exceeding targets and expectations.
- Generating real gain share.
our client’s brand and retaining your
customers’ loyalty.”
- Contact Centre Solutions with agents providing
variety of services for all industries, for
sales, customer experience, surveys, claims
management - Skilled Agents
- Quality Assurance Management
- Health & Safety compliant working environment
- IT & connectivity (including support)
- World Class Infrastructure & Shared Services
- Specific focus projects currently in operation for
entities on the following services both nationally
and internationally:
- Sales campaigns
- Restructuring of accounts
- Financial Planning information drives
- Consumer Surveys on financial impact of
COVID-19 - Lifestyle surveys
- Consumer Health Questionnaires
- Tracing campaigns of patients connected to
COVID-19 positive patients - Educational and information disbursement
campaigns
- 750 seat contact centre with ability to expand to
2100 seats on a 2-shift seat structure. - Pool of agents, trained, multi-skilled and ready
to deploy. - Number masking abilities for international clients.
- Over 20 years’ experience in the business
process outsourcing contact centre industry
both internationally and locally including
customer service, sales and claims process
management.
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in extent are situated in Rosebank,
Johannesburg, South Africa, and house a
750 seat contact centre to extend
to 2100 seats), together with the
various support areas of the business.
Our building has allowed us to grow and
expand as clients’ requirements dictate.
- We have invested substantially in our infrastructure to ensure that we can provide
a truly value-added service to our Clients and their Customers with a contact centre that has scalability supported by support services
such as human development, QA, training, data science, information technology, business
intelligence, document management, project management, finance and facilities. - Scalability and flexibility to provide service offerings to clients around the world.
- We have a fully developed business continuity management plan which is continually revised.
- Physical and Logical Security are a priority.
- We have invested substantially in our
infrastructure to ensure that we can provide
a truly value-added service to our Clients and
their Customers with a contact centre that
has scalability supported by support services
such as human development, QA, training,
data science, information technology, business
intelligence, document management, project
management, finance and facilities. - Scalability and flexibility to provide service
offerings to clients around the world. - We have a fully developed business continuity
management plan which is continually revised. - Physical and Logical Security are a priority.
- We strive to grow people with Quality Assurance being paramount.
- We develop knowledge and skills to meet current and future business needs through in-house training and learnerships.
- Utilising external training resources for skill- specific expertise.
- We strive to manage performance to both deliver business objectives and meet performance standards.
- We have a dedicated and passionate human development team consisting of a human development manager, human resource assistants, training officers, quality assurance officers and outside service providers.
- Maximising teamwork by motivating, encouraging and empowering our people. We have clearly defined benchmarks and strive to incentivise people to get the best out of them.
QUALITY ASSURANCE
- We strive to grow people with Quality Assurance
being paramount. - We develop knowledge and skills to meet
current and future business needs through
in-house training and learnerships. - Utilising external training resources for skill-
specific expertise. - We strive to manage performance to both
deliver business objectives and meet
performance standards. - We have a dedicated and passionate human
development team consisting of a human
development manager, human resource
assistants, training officers, quality assurance
officers and outside service providers. - Maximising teamwork by motivating, encouraging
and empowering our people. We have clearly
defined benchmarks and strive to incentivise
people to get the best out of them.
- Compliance and the ultimate Customer
Experience is critical in our world as the
bulk of our client base is blue chip financial
institutions registered on the Johannesburg
Stock Exchange. - We comply with the guidelines and provisions
as set out all applicable legislation. - We are also a registered Financial Services
Provider in South Africa and our systems are
GDPR compliant. - Reputational risk and Treating Customer Fairly
(TCF) are paramount. - We do not believe in shortcuts.
- Data quality, integrity, physical security and
privacy are non-negotiable. - Registered with all relevant industry bodies.
- Compliance and the ultimate Customer Experience is critical in our world as the
bulk of our client base is blue chip financial institutions registered on the Johannesburg Stock Exchange. - We comply with the guidelines and provisions as set out all applicable legislation.
- We are also a registered Financial Services Provider in South Africa and our systems are
GDPR compliant. - Reputational risk and Treating Customer Fairly (TCF) are paramount.
- We do not believe in shortcuts.
- Data quality, integrity, physical security and privacy are non-negotiable.
- Registered with all relevant industry bodies.
- We have developed our own in-house bespoke software
CRM and Robotic Document Management system Three60™
however utilise all international client CRM systems. - We are continually enhancing our systems and have
re-developed our bespoke software applications
using the Outsystems™ platform - We are continually ensuring that we are compliant with
all Infosec, GDPR, POPI and other compliance requirements. - We have a dedicated in-house IT team.
- Simple, effective integration with all legacy systems.
- Telephony masking solutions for international call campaigns.
- Use of Robotic Process Automation to update all
client systems.
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- We have developed our own in-house bespoke software CRM and Robotic Document Management system Three60™ however utilise all international client CRM systems.
- We are continually enhancing our systems and have re-developed our bespoke software applications using the Outsystems™ platform
- We are continually ensuring that we are compliant with all Infosec, GDPR, POPI and other compliance requirements.
- We have a dedicated in-house IT team.
- Simple, effective integration with all legacy systems.
- Telephony masking solutions for international call campaigns.
- Use of Robotic Process Automation to update all client systems.
Contact us
Johannesburg, South Africa, 2193