Smart and effective solutions for businesses
Designing, developing, and delivering high quality, flexible and cost-effective outsourced Business Process Outsourcing (BPO) solutions.
We love our clients
and their customers!
We love connecting our clients with their customers!
With extensive experience as both the Client and the Solutions provider, Custom Connect is fast, flexible, and nimble for today’s ever-changing business environment. We rapidly deploy quality solutions that are flexible in their design, adaptable in their approach, and deliver the ideal Customer Experience, creating not just Customer Satisfaction but Customer Advocates.
Entrepreneurial in approach, we are easy to do business with. We share a collective commitment for continual innovation and improving our service to our Clients. Custom Connect is founded on our promise of offering high quality and cost-effective solutions while maintaining a focus on being fast, flexible, and adaptable to meet today’s rapidly changing world.
Our brand promise
Custom Connect can best be described as agile and passionate for our customers.
We engage with our clients based on trust and true partnership, ensuring the best results for both our clients and their customers, which is driven by the need to continuously improve, and make things better every day.
We simplify our client’s processes which improves the overall customer experience and ensures cost efficiencies.
Transforming our client’s customer engagements.
Utilizing our unique and structured methodologies that target critical areas, we focus on optimizing the customer experience not only from a customer engagement perspective but to also optimize and unify backend systems and processes which streamline and simply customer touchpoints and operational processes.
Our One way of working is governed by the COPC framework, ensuring conformance to a standardised approach and consistent delivery across our sites and geographies. As a result, continuous improvement is proactive and informed.
We design high touch customer experience engagements across communication channels, at every customer touchpoint. Customer Care solutions designed for and with our client’s business strategy in mind.
Customer Care and Query Resolution Services
Building quality, trusting relationships with our clients’ customers, building rapport, loyalty and creating a delightful experience at every touchpoint of the customer journey.
Merchant
Services
Supporting Merchants to grow their businesses. We guide and assist merchants in crafting different packages on their behalf in addition to on selling products, coupons or packages.
Lead Generation
and Sales
Generating quality, quantified leads as brand ambassadors to our clients. Data gathered and analysed through our client onboarding transformation program ensures we understand our client’s customer profile and buying behaviour.
Debt
Collections
As credit and debt recovery specialists we are committed to sustainable collection processes; and an undertaking to protect our client’s brand and the needs of your debtors.
Workforce
Management
Agent engagement is the foundation of our workforce management success. By taking a holistic all-encompassing approach to WFM, we focus on customer engagement, budget, operational efficiencies, and customer buying behaviours together with our employee’s work/life balance when structuring our WFM scheduling.
Back
Office
While HR administration and IT service desk back-office processes are non-client /customer facing, they have an indirect impact on the customer overall experience. We connect your back office to your customer facing teams. Scalable back-office solutions.
Quality Assurance
Management
Our Quality Management Framework, underpinned by the COPC Methodology, is robust and ensures small spread of high-quality KPI performance across our teams and allows for strong visibility through real- time reporting.
Digital-driven
Transformation
Machine lead learning through identification of key points in the customer journey to identify Key episodes requiring transformation.
Customer
Experience Lab
The implementation of our Customer Experience Labs allows for transformation to be performed in a controlled environment with the ability to truly measure the outcome prior to large scale rollout.
Knowledge
Management
Designing client-focused, team orientated knowledge repositories enabling consistent customer experiences.
Self-help
Portal
Our Agent Activity Matrix and our Self-Care Evaluation Matrix ensures accurate data is collated to create a robust and accurate FAQ Self-Help platform.
why partner with us?
- Custom Connect is not just another BPO. We invest heavily in our people, driving a strong culture of personal growth within a caring, inclusive workplace environment.
- We deliver measurable ROI and improved business transformation in a structured way through our transformational management methodology.
- We create SME CX Excellence teams though our Customer Experience Labs.
- We offer native language services delivered by our committed, passionate and culturally diverse people.
- Our solutions are innovative; driving digital transformation of your customer engagement processes (AI, Analytics, RPA, Customer Behavioural based process redesign).
- We deliver high-quality, COPC-based services globally.
- Proven Global delivery with best practice deployment based on 60 years of applied market experience enhancing and optimizing business operations and customer journey enhancement aligned to ISO, COPC and Six sigma, and are PCI DSS, POPIA and GDPR compliant.
- Location optimisation allows for maximum language coverage across multiple time zones whilst minimising cost.
Our locations
Custom Connect offers a diverse set of BPO services to private and public sector clients, both to Domestic and International markets, spanning across a global footprint.
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Join our team
Our people are the heart and soul of our business. We work hard at what our internal DNA needs to be in order to create a high performing, engaged organisation. As an entrepreneurial business that values “an extreme ownership culture through our people,” attracting the best talent, talent retention and our employee value proposition remain critical to how we operate.
