121 OUTSOURCE

TURNING CUSTOMER CARE ON ITS HEAD Customer Care, the neglected orphan of the FMCG Industry has suddenly been turned on its head. The recent launch of the Consumer Protection Act (CPA) has changed the landscape of how companies view their Customer Care Hotlines. Those companies who do not have a customer care strategy in place should seriously consider their stance on this. The CPA will ensure that companies seriously consider the way they attend to complaints from their consumers. Why is this – Simply because the CPA has teeth and very sharp ones indeed. Unless all brands ensure that they have a full audit trail of how they handle each and every complaint, from the time it is received, indicating what actions have been taken to resolve the complaint and prevent future occurrences as well demonstrate that they can show very clearly that they are not negligent in promoting their products to the general public, they can be held liable to a fine of R 1 million Rand or a percentage of turnover or up to 10 years in prison.

Who is going to take a chance? What company would be prepared to risk the integrity of its brands?

A company which has quietly been operating in the background for the past 17 years now comes to the fore with a solution, systems and processes which cover all the bases for companies wanting to ensure that they are covered for any eventuality under the CPA. 121 Outsource a Call-and-BPO Centre operating out of Cape Town, specialises in handling the Customer Care functions of over 200 FMCG brands in Southern Africa. 121 Outsource provides a full circle solution to all companies wanting the assurance that they comply with all the criteria as laid down by the ACT, as well as ensuring continued brand loyalty for their customer base.

121 Outsource has invested in a full fledged legal department to ensure that all its clients and their brands are fully protected should any one of their products receive a complaint which might be laid before any one of the Consumer Protection Tribunals operating in any of the nine provinces around the country.

To learn more call 021- 5309121 and talk to Chris Jacobs or Robert Bezuidenhout or go to www.121group.co.za. It might save you millions.