121 Outsource goes global
BRAND ACTIVITY
Dec 14th 2011, 12:32
This coming year 121 Outsource will be 21 years old, one of the oldest (BPO) Call Centre Companies around in South Africa.
There have been a number of changes in our 121 Outsource operations that have required us to establish an expanded global presence.
Mr. Chris Jacobs, founder and CEO, has relocated to Europe, to explore International BPO sector opportunities. To this end, we have established a new marketing company overseas, 121 Global Outsourcing. His strong leadership skills and sense of humor will be missed in our local office. Mr. Jacobs will be the executive chairperson of the 121 Global Group Ltd.
Robert Bezuidenhout has recently been appointed CEO of 121 Outsource. Robert has been Operations Director for many years and is a familiar face and driving force within the company. There is one thing we’re not changing, that is our excellent service to you. You may be wondering how this change will affect you, our valued customer. There will be no immediate effect on your account regardless of these changes.
As a result of this reserve, we will become more cost competitive and continue to bring new innovation and services to our customers. All the changes reflect an important new direction for the company.
It is business usual. Our existing management team is looking forward to serving you more efficiently and with the same enthusiasm and dedication that you have come to rely on and trust.
In closing, we are pleased to make this restructuring announcement. We have a fine company–a company with people who have the highest values and interest for their customers and clients. We are confident you will come to share our enthusiasm for this decision, while still being firmly rooted in South Africa.
Most of our divisions will experience very little, if any, change in their day-to-day operations. The next few weeks will be busy, exciting, and challenging as the company expands globally and we welcome a new FMCG giant to our South African bouquet of existing clients and products.
121 Outsource Group generates over 400 Brand Reports distributed locally & globally in various formats as per client specification. A few interesting facts have emerged from our Customer Care 2011 annual CRM activity.
For the period is 1st Jan to 11th Dec 2011. (See graph above)
Based on Call Volumes, Inbound – 154, 770 Outbound – 182, 671
- Complaints – 47, 223
- Red Alerts – 3,855
- Letters Posted – 39,797
- Letters received – 661
- Website contacts received – 13, 665
- Total Call Duration – 10451:51:39 (Hours)
Freeloaders / Voucher hunters identified for the above period 884, these are “customers” who we have issued vouchers to according to our cross-brand checking for multiple complaints from the same consumers. We cross check & track all activity across all our Brands & Company’s.
The average activity for a Care line consultant for the above period is 2,326, this includes calls, letters, e-mails, faxes, social media, blogs entries etc.
We Wish all our clients and suppliers a happy & joyous festive season and look forward to welcoming 2012, a toast to a new beginning!
Click here for more information on 121 Outsource
Related Activity
 | 13 MAR |
Apart from a completely new layout, the website offers expanded content, improved usability and navigation and added features. There are many new features like the Social Media interactive zone and the Lifestyle Portal.
 | 13 MAR |
It was with mixed emotions that 121 Outsource Group announced the retirement of Lieschen Reyneke, our 121 Outbound Quality Manager. She has provided us with 15 years of devoted service.
 | 06 MAR |
One of the main focuses of social media marketing (SMM) is not to increase sales, even though it could be your main objective, but to increase your visibility and credibility by engaging online.
 | 16 NOV 2011 |
121 Outsource shares an interesting report with us that examines Social Media in various countries around the world.
Related News
PepsiCo and Pfizer's social networking recruitment drive
04/05/2012 - 09:30
Human Resources departments at companies including PepsiCo, Pfizer, Red Hat, First Citizens Bank and Netflix have been trialling a social media tool designed to improve staff recruitment efficiency.
Customer relationship management is key IT priority for 2012
04/05/2012 - 09:25
CIOs ranked customer relationship management (CRM) as their number eight technology priority for 2012, according to a global survey of CIOs by Gartner.
New breed of consumer looks to interactive advertising
13/04/2012 - 09:39
As the advertising world emerges from a torrid financial period characterised by recession and global instability that forced companies to cut marketing budgets, it faces a very different consumer environment.
Wi-Fi in stores essential for cross-channel selling and customer service
02/03/2012 - 11:15
Whilst the overwhelming majority of retailers is still afraid of the show-rooming phenomenon, where shoppers use the Red Laser or Amazon app in store, price-check products and order online - in some cases while still on the premises of a retailer - we believe that Wi-Fi will become ubiquitous in stores in future. In store Wi-Fi lets shoppers make better use of the multitude of innate functions on today’s and next generation’s smartphones and could even - once all the components are integrated in the right way - lead to a revival of the high street.
Southern Comfort brings brand character to Facebook
20/01/2012 - 13:53
Southern Comfort, the Brown Forman-owned spirits brand, has launched a Facebook campaign featuring the fictional New Orlean's music legend, 'Baron Jazz'.
ZaPOP
