Enabling sustainable and quality-oriented growth through the empowerment of people
Custom Connect is an organisation that can be best described as agile, client-centric, people-focused, and passionate about you and your customers. We possess in-depth industry experience across multiple industry verticals, both internationally and locally, with comprehensive Customer Experience (CX / NPS) capabilities and expertise. We work according to the COPC™ methodology framework with COPC certified implementation leaders on site and are ISO 27001 certified.
We provide world-class outcome-based innovative solutions that drive transformed customer service engagements, supported by dedicated and passionate teams. We focus on engagements that allow us to apply a personal touch through a dedicated, agile, and client-centric approach. Custom Connect invests heavily in leveraging the digital capabilities of today to drive better outcomes for our clients by driving continuous value-adding change. Our CX Labs provide our clients with valuable insights into how we operate, showcasing how our transformation programmes best enhance our clients operating environments. Our client-adapted test-environments provide clients with a holistic view of processes, technology, and our way of working.
Our solutions to your challenge
Customer Care and Query Resolution Services
Building quality, trusting relationships with our clients’ customers, establishing rapport, loyalty, and creating a delightful experience at every touchpoint of the customer journey.
As part of our client onboarding transformation program, we conduct customer journey mapping to gain insights into the current status quo which enables us to identify, through data analysis current performance versus transformed, enhanced performance.
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. By gaining an in-depth understanding of the consumer and buying behaviours, we are empowered with the knowledge on how best to position a product offering.
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.
We identify and solve your customer’s problems. We identify prospective customers, map our clients’ products and services to the need, engage and convert leads to sales.
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.
By creating a centralised command centre, aligned to our COPC way of working we create a centre of excellence. Resources are optimally allocated, monitored, and adjusted according to customer demand, business needs and agent needs.
Variation management is assessed in the capacity planning stage to identify deviations, allowing for maximum and minimum requirements to be defined. Together with our schedule attainment model we effectively distribute agents with multiple skills across multi locations ensuring that blending of skills does not impact the optimal delivery.
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.
Credit related challenges are our passion. We focus on collection strategies that assist people in improving their credit rating all while maintaining a basic living.
Empathetic in approach, we build long term relationships with our clients and their customers, co-designing collection solutions which focus on our client’s strategic collection goals
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 and adaptable back-office solutions supported by multi-skilled customer-focused people passionate about streamlining business processes resulting in positive customer experiences.
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.
Our custom designed quality framework ensures regular measurement and feedback across all stakeholders in addition to constant monitoring with respect to key performance indicators (“KPI’s”).
Custom designed dash boards are built and can be accessed on-line to provide real time live reporting on key metrics and stats.
Additionally, our Quality Management Framework entails a deep dive into agent-customer interactions ensuring each outcome is a positive. These meaningful insights allows us to assess where program adjustments need to be made and where additional training is required.
Digital-driven Transformation
Machine lead learning through identification of key points in the customer journey to proactively identify key episodes requiring transformation.
A multi-dimensional approach to understanding the customer journey holistically is applied through machine learning, identifying the propensity of a customer being dissatisfied or at risk allowing for true root cause analysis and corrective actions to be identified.
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.
Our 6-phased methodology encompasses accurate and sufficient data gathering, ensuring the desired transformation project is scoped correctly and the level of commitment understood.
Knowledge Management
Designing client-focused, team orientated knowledge repositories enabling consistent customer experiences.
The Knowledge Management tool enables better, consistent training and enhances customer experience through the agents. The implementation of our KM has proven to reduce actual training hours and increased First Call Resolution (FCR) certainty, further driving the customer experience.
Self-help
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.
Real-time data is captured, assessed, and optimized, creating real-time and precise information for customer engagement, reducing contact resolution by 5%.
Our solutions to your challenge
Customer
Care
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Lead
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Workforce
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why work with us?
- Dedicated SME CX excellence teams servicing your customers via seamless Omni Channel solutions (Email, web, app, voice, chat, social, text, human-in-loop, etc.).
- Continuously enhance, improve, or create ways that make the lives of our employees, our clients, their customers, or the eco-system in which we operate in better.
- A consultative, engaging, and collaborative approach, assisting our clients and their customers in achieving the best outcome.
- Co-create custom designed, built, and transformed solutions.
- Broad and robust reporting of client KPI’s to monitor and manage performance and provide actionable insights for continuous improvement and optimisation.
Every case has a solution
What clients say
