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Contact centre outsourcing: scalability with controllable costs

Contact centre outsourcing: scalability with controllable costs

The number of calls a business receives on a daily basis often overwhelms business owners. By outsourcing contact centres, businesses are able to focus on managing their core business functions while ensuring their contact centre is scalable and runs at a controllable cost.

Entrepreneurs often seldom anticipate the number of calls a business can receive from clients complaining about needs not met, or enquiring about the company’s services and even asking for technical assistance. As companies grow, managing these calls puts pressure on the business. The fact that today’s consumers expect exceptional service at every touch-point and quickly take their complaints to social networks when their needs are not met only intensifies this pressure.

By outsourcing the customer service function, businesses are able to leverage call centres that can adapt to their needs. This means businesses can expand and decrease their call centre operations based on changing business needs without putting pressure on their internal network, or underutilising a platform the business has already invested in.

Balancing contact centre needs against other business needs in incredibly tricky for businesses, especially when they are in the developmental stage. Over investing in a call centre by employing too many call centre agents or purchasing more equipment than necessary can place financial strain on a business that needs to invest in expansion. At the same time, overlooking the call centre function can result in unsatisfied customers that will take their business elsewhere.

For this reason, savvy business managers choose to outsource their call centres so that this function is scalable and manageable.

While it is true that many businesses are reluctant to entrust external providers with their customer care, outsourcing a call centre can improve customer service and increase customer loyalty.

If you are considering outsourcing your call centre, make sure you choose a provider with a proven track record that has demonstrable success in the call centre space. Choose an outsourcing and business transformation company that understands the importance of customer service and can deliver predictable results.

The Effectiveness Company provides call centre outsourcing services that improve customer intimacy and service, drive sales and reduce business costs. Contact the Effectiveness Company today to find out more about call centre outsourcing that ensures scalability and fixed costs.

To find out more about what we provide in terms of call centre outsourcing, visit our website or contact us today.

Effectiveness Company, a leader in outsourcing/insourcing solutions has a new home to fit its growing family!

Effectiveness Company, a leader in outsourcing/insourcing solutions has a new home to fit its growing family!

At Effectiveness Company, we’re always looking for new ways to grow our outsourcing/insourcing solutions company, build on our successes and keep moving forward, so today we are excited to announce that we have moved to bigger, better offices!

Our new location gives every employee the space they need to work hard, think clearly and bring new energy into our organization while staying convenient for all of our valued clients. Our new address for future reference is 34 Monte Carlo Crescent, Block B, 189 Kyalami Business Park, Kyalami, Johannesburg, South Africa and we hope that all of our clients, business partners and visitors find it as comfortable and convenient as we do.

We look forward to meeting there with you soon!

Contact us to learn more about the Effectiveness Company.

Effectiveness Company, a leader in outsourcing/insourcing solutions has a new home to fit its growing family!

5 global trends that drive the outsourcing business model

As the global economy continues to evolve to take on economic challenges, so the outsourcing business model is driven to change. Human Resources outsourcing, along with other outsourcing solutions, are adapting in order to meet changing needs in innovative ways. Some of the top global influencers driving this change include:

1.   Labour costs are rising in China

OEMs (Original Equipment Manufacturers) who are producing their goods overseas in China because of the lower costs are feeling the pinch of rising wages in this region. While this doesn’t mean that companies will be moving out of China immediately, it does mean that long-term outsourcing solutions are being implemented to balance out these rising costs. One example of this may be to utilise cost-effective outsourcing in other parts of business operations, including Human Resources outsourcing and human capital management.

2.   Supply chain risks are higher

These risks include everything from political instability in the country that’s producing your product to natural disaster and the global financial crisis. With these elements running at unprecedented highs, companies are looking to completely restructure their supply chain to reduce the effects of these risks. This includes outsourcing supply chain management to experienced companies who know how to mitigate risks and streamline operations.

3.   The demand cycle is getting shorter

With the world becoming an increasingly smaller place, consumers are demanding immediate satisfaction when it comes to supplying the goods they’re looking for. Suppliers don’t feel that they know exactly what products to commit to and how many to produce, as the demand cycle can peak and disappear in an increasingly short amount of time. Outsourcing solutions such as supply chain management have become increasingly comprehensive as a result, offering end-to-end solutions that minimise response times.

4.   Regionalisation is prominent

Rising transportation costs and the risks associated with global production, is making producing in outlying regions a far less cost-effective and worthwhile outsourcing strategy. As a result, supply chain management outsourcing solutions are becoming regionalised, where products are developed in the region, for the region. 

5.   The global market is more challenging than expected

Due to the global financial crisis that is putting a pinch on everyone’s spending, the global market is simply not as easy to succeed in as companies previously believed. Massive, poorly planned outsourcing at low costs was implemented on a global scale – a tactic that hasn’t brought in the rewards that were initially forecasted. Outsourcing solutions now have to become more customised to clients’ exact needs and built on proven methodologies if clients are to get the results that they are looking for.

For dynamic Human Resources outsourcing solutions that are tailored to your company’s needs, contact us at Effectiveness Company today.

Dr Suzanne Ravenall speaks about Labour Managed Services in an interview with CEO Magazine

Dr Suzanne Ravenall speaks about Labour Managed Services in an interview with CEO Magazine

Our Chief Executive Officer, Dr Suzanne Ravenall, was recently featured in CEO Magazine. The focus of the article was the latest trend in business: Labour Managed Services, which offers a definitive difference to existing provision of labour services across the entire labour spectrum.

In the article, Ravenall explains, it offers clients who need the right quality of staff the solution of employing and integrating people who can be fully active in their business in the shortest possible time. This can be done on a contract or a permanent basis.

“Finding the right staff remains one of the biggest challenges for any business today. As an established outsourcing business, we are good at finding the right behaviour and then equipping these incumbents with the skills they need to be successful employees in the shortest time possible – in all the business sectors we deal in,” Ravenall explained in the article.


Here at Effectiveness Company, we can source up to 600 competent matches within a week. The difference is that we up-train all the people we find to the level where they can walk into their positions, without the lag usually caused by a new employee coming in and having to find his/her feet, learn the ropes as it were and settle into a productive job situation.

What makes labour managed services particularly useful for businesses is that it’s not just about providing bodies, it’s about providing tailor-made staffing solutions. Effectiveness Company provides skilled people ready to perform their duties upon entering the client’s business.

“We have identified a need across the board for competent staff with the ability to deliver from the moment they arrive in the business. Apart from training staff prior to placement at the client’s behest and according to individual needs, we also manage the staff internally. Therefore the staff members remain in our employ and are working under contract to us, and paid by us,” explained Ravenall.

One of the aspects that further sets Effectiveness Company’s solutions apart from the rest is the fact they also provide interim management staffing solutions by bringing trained managers into client operations where there is a need or a temporary shortfall.

“We can either supply trained staff to be incorporated into a client’s business as fulltime staff paid by the client, or we can offer a staffing solution with a managed services aspect,” said Ravenall.

Ravenall concluded by advising South African companies to tackle the skills shortage head-on. “In today’s economic climate, partnering with organisations such as The Effectiveness Company can alleviate some of the stresses involved with this hot topic. Job creation – sustainable jobs, that is – we are all in this together and everyone can make a difference,” said Ravenall.

If you are interested in learning more about our Labour Managed Servicescontact us today.