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  • ABOUT US
  • OUR OFFERING
  • OUR CAPACITY
  • HOW DO WE DO IT?
  • CONTACT US
  • ELEVATE

DELIVERING
THE ULTIMATE
CUSTOMER
EXPERIENCE
offering a
scalable
outsourced
solution
which manages
the customer’s
lifecycle from
beginning to end
all based on a
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.




ABOUT US
  • 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.

performance focused culture enhancing
our client’s brand and retaining your
customers’ loyalty.”
“From contact to closure, we embrace a

ABOUT US
  • 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

OFFERING OUR
  • 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

ABOUT US

ABOUT US
  • 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.
CAPACITY OUR
  • 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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ABOUT US Our state of the art premises of 4500m²
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.

ABOUT US
  • 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 DO IT? HOW DO INFRASTRUCTURE
  • 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.

ABOUT US

  • 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.

PERFORMANCE, TRAINING &
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.

ABOUT US
  • 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
  • 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.

ABOUT US

  • 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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TECHNOLOGY

  • 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.

ABOUT US
Contact us
Tel : +27 11 543 9555 info@centricitibpo.com 132 Jan Smuts Avenue, Rosebank,
Johannesburg, South Africa, 2193
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