Your business, our people
Our core services
ARC Business Process Outsourcing specializes in inbound contact centre support and outbound sales for companies based in Germany, France, UK, USA, Australia, New Zealand and Canada. Although we are by no means restricted in so far as regions we support, nor in the nature of the services we provide.
Contact Centre/Voice
Customer Support | Technical Support/Help Desk
Outbound Appointments/Transfers | Multilingual Contact Center
Debt Collections | Outbound Sales
South Africa is fast becoming one of the top leaders for business process outsourcing.
5 Reasons to outsource your business processes to South Africa
Did you know that by outsourcing you could be saving up to 80% on your monthly salary expenses all while increasing your services and/or sales teams. Outsource to ARC for massive returns, not only for cost reduction, but for growth, quality and peace of mind.
1
Evolving capabilities for next gen services
- South Africa is pivoting towards the delivery of next-generation contact centre and digital services
- In the core strength of the contact centre, companies have successfully demonstrated capabilities for high-quality, multi-channel customer experience, supplemented by deep customer analytics
2
First world infrastructure and enabling environment
- High quality of life with superior business and operating environment infrastructure
- A wide variety of government support in areas of skill development and infrastructure incentives for increased investment in the BPO sector
- Global contact centre standards ISO 18295 are based on South African standards (the global standard development was led by South Africa)
3
Good quality, English speaking talent
- Availability of highly skilled, English speaking talent pool with neutral accent and very high empathy levels
- Additional talent pool through impact sourcing
- Cultural affinity with the United Kingdom, Australia, and, increasingly, the United States
- Recognized domain knowledge in the banking and financial services sector
- Availability of talent across multiple global delivery location options across the country
4
Strong foundation in contact centre and niche areas of work
- Apart from contact centres, which has been one of the key strengths of South Africa’s BPO industry, the scope of international delivery has expanded into non traditional areas of work, such as financial services, legal process services, and healthcare
5
Significant costs savings
- Cost of operations are at least 50-60% lower than those in the United Kingdom, the United States, Canada and Australia for both voice and non-voice work
- Incentives further reduce the costs to bring them in range of costs in the Philippines and India
Our core values
INNOVATION
To deliver excellent customer service we believe that it is imperative to innovate. From technology to systems, we are constantly craving innovation.
SUSTAINABILITY
The main focus of ARC Business Process Outsourcing is to create sustainable business relationships and nurturing said relationships for a mutually beneficial result.
ACCOUNTABILITY
To remain accountable to our staff, our clients and our mission without exception
What can you expect during the initial setup phase of your outsourcing journey?
You have made the best choice for your business to date and you are ready to put shoulder to the wheel. But now what? Just what will be required to get your outsourcing/offshoring venture off the ground and operating as just another division of your business?
01 PLAN
In this phase, a thorough and detailed plan will be created for a flawless transition and knowledge acquisition to happen. This plan will include the names of all the participants and will also include a deadline for every activity. At this stage, the project team will also chart out a detailed technology evaluation plan and a business continuity plan. All the plans made in this phase will be signed-off by the stakeholders.
You will be appointed an Account Manager who will spearhead the entire Contact Centre Project from the planning phases through to the day to day overseeing of your project.
The Account Manager will report everything about the project to the business stakeholders, via a project plan. The Account Manager will be joined by a training facilitator, a Technology Manager and an Operations Manager.
02 ACQUIRE
This phase of the project starts with a kick-off meeting with all the key stakeholders, to make sure that adequate resources are allocated to commence the knowledge acquisition. The Account Manager will acquire the assistance of networking, documentation and system experts to identify process details, benchmarks and call flows. These details will be documented and evaluated by the client. Reports and Service Level Agreements (SLAs) will also be captured and documented at this stage.
The project team will map people skills to each process to make sure that the right competencies are identified before the recruitment begins. Before this stage ends, the team will ensure that all the required documentations are approved and signed-off by the client.
03 TRANSFER
This phase begins with the various Team Leaders, responsible for the project execution, executing the various plans that were developed and signed-off in the previous stages of the project. Next, the technology infrastructure will be deployed. Experts will then perform availability testing on the infrastructure. Various back-ups will also be taken.
The hiring plan will commence with the delivery team getting introduced to the project with induction and communication training. The agents and Team Leaders of the project will be given project-specific training from the Training Facilitator/s. All the members of the team will be required to clear a process knowledge evaluation before they begin answering live calls.
The infrastructure and systems used for the project will be tested against varied measurement parameters. A test run of the infrastructure will be carried out to authenticate the technology and stability of the process from offshore business facilities. After obtaining the approval of the stakeholders and the client, the project team will go forward with the “Kick Off phase”.
04 KICK OFF
Once all project parameters have been monitored and met, the project will commence with “On the minute” hands-on monitoring by the Technical Team, the Facilitator/s and the Account Manager to ensure a smooth rollout of the service.
During the rollout period, a detailed daily report will be sent to the stakeholders and we suggest daily touch base meetings with the relevant stakeholders to optimize the service.
Software Integrations
Let's start your outsourcing journey today. Reach out to our team of account managers.
5 Niblick Way | Somerset West | | Western Cape | South Africa
+27 87 809 0030 | info@arcbpo.com
ARC Business Process Outsourcing ® 2020