The Business Process Outsourcing (BPO) market in South Africa poses many challenges to those operating within the industry including staff attrition, high labour and telecommunication costs, as well as failure to recognise the country as a viable BPO destination.
Direct Channel Holdings (Pty) Ltd have overcome these key industry challenges by demonstrating excellence in capturing the highest annual compound growth rate for the last 3 years. It is for this reason that they have been lauded with the 2010 Frost & Sullivan South Africa: Growth Leadership Award in the Business Process Outsourcing (BPO) market. The company have not only overcome these obstacles, but have also shown tremendous growth and leadership within the IT services industry.
“In August 2001, Direct Channel Holdings (Pty) Ltd. was established as a contact centre, and had only one client,” notes Frost & Sullivan’s ICT Business Unit Leader, Birgitta Cederstrom. “An deliberate focus on exceeding client expectations and forming strong partnerships, however, has resulted in the company expanding considerably and developing strong relationships with blue chip listed companies in a variety of sectors.”
Direct Channel Holdings (Pty) Ltd. have strengthened its core competencies through association with international partners including Baco India, Mahindra Satyam, and NCO customer service. Such strategic partnerships have assisted in establishing its brand and reinforcing its reputation as the partner of choice in Sub-Saharan Africa for international clients. This dynamic approach has also enabled the company to successfully service the U.S. and European markets.
The core services offered by Direct Channel Holdings (Pty) Ltd. have extended to inbound and outbound voice services, back office processing, debt collection, fulfilment services, field marketing, application development and system integration. The company has also established itself as a reliable source of consulting services and call centre agent training and development.
Internally, Direct Channel Holdings (Pty) Ltd. focus on creating an ideal workplace for employees and an internal brand staff can be proud of. An internal training academy handles customised recruitment, training and placement of staff for clients. Training includes both inbound and outbound call centre training, as well as skills training for supervisors, team leaders and quality assurance staff, thus contributing toward superior client services.
During 2010, Direct Channel Holdings (Pty) Ltd. focused on developing its front-end customer relationship management (CRM) system. This investment in technology has resulted in the development of mature, automated front-end CRM processes and the removal of most manual equivalents. Such advanced customer management solutions have ensured high levels of customer retention.
“The company continuously demonstrates its ability to shift its product offerings to suit evolving client needs,” remarks Cederstrom. “For instance, by embracing more complex products to cater to, and meet changing client needs, Direct Channel Holdings (Pty) Ltd. has managed to successfully meet and exceed expectations of its existing client base.”
Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
About Direct Channel Holdings (Pty) Ltd
Direct Channel Holdings (Pty) Ltd is an established provider of business process outsourcing services in South Africa. Its main focus has been on the financial service and banking sector. Direct Channel Holdings (Pty) Ltd. also offers its services to the telecommunications, insurance, retail and automotive vertical industries within South Africa. The company operates from four locations in South Africa, including Johannesburg, Cape Town, Durban and Worcester. Further expansions have been made into Kenya and Nairobi with partnerships established to tap the opportunities in these markets.
About Frost & Sullivan
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