Corporate brands seeking high-quality offshore Business Process Outsourcing (BPO) services are rightfully looking towards Africa as the next centre of excellence in this highly competitive global sector. Brands with a diverse geographic mix of contact centres in Africa can match customer demand with highly talented resources and individuals.

One of the most significant benefits of outsourcing to countries in Africa is its skilled workforce, with a large pool of educated, English-speaking professionals with expertise in various fields, including finance, information technology, and customer service. 

As one of the largest BPO’s in Africa, CCI are doing their part in bringing the African Renaissance to life, with their unique approach to deliver customer service excellence to their partners and their customers. “We believe the youth of Africa are uniquely equipped to deliver business results through their inherent capacity for empathy and creating human connection, a concept which we at CCI have termed ‘Humanitude’”, says Peter Andrew, CEO of CCI South Africa. 

CCI is an Africa-focused business process outsourcing organisation catering to a large portfolio of international clients from delivery locations across the continent including South Africa, Kenya and Rwanda. In order to achieve their ambitions, CCI is focused on the drivers that would set them apart from their worldwide competitors. The team focuses on culture, performance development and talent management. The purpose is to ensure that everyone who walks through the CCI doors feels a part of the family and has the opportunity to build a lasting career in the sector. 

Harnessing the power of impact sourcing

For CCI, working in collaboration with its partner, impact sourcing organisation CareerBox Africa, impact sourcing isn’t just about demonstrating commitment to social good. To be successful and provide business value, service providers in the BPO sector must deliver high-quality services at attractive rates. Adding impact sourcing into the mix often results in an economically secure and loyal workforce who are committed to providing positive outcomes for brands.

CCI provides unique training and work opportunities for highly motivated young people who come from disadvantaged backgrounds. Working closely with CareerBox Africa, the organisation sets up these determined young people for future success while helping them make an immediate positive impact on their families and the societies they live in. 

“As we continue to grow and expand, people often ask me what the secret is to CCI’s success. There are many factors that have helped us become a business of this magnitude. For me, however the single biggest factor that sets us apart is our teamwork. With 14 sites in 8 cities across 6 African countries, we are only able to achieve what we do because every individual plays their part in the bigger team effort”, says Andrew.

The embedded learning and development culture is about empowering people with core skills, that help them create long lasting and fruitful careers for themselves. Through the outcomes-based training approach, CCI continuously strives to ensure that people have the skills and knowledge to provide world-class service to partners and customers. The continuous development programmes identify areas or opportunities for customised training to enhance this service delivery.

CCI’s focus is on developing people, combined with their client-centric operating model, to create a business enhancing, multi- channel, multilingual delivery centre capability servicing a global customer base 24x7, 365 days a year.

With partners in the USA, UK, Australia, Canada, Europe and Africa, across a diverse range of sectors including banking and finance to airlines, insurance and retail, this enables CCI teams to gain in-depth product and industry-specific expertise. This has the added benefit of contributing to Africa’s labour market by growing the skills pool of specialists in global customer experience management, with CCI employees being sought after in the labour market for their skills and experience. 

Since launching in 2013, thousands of youth from disadvantaged backgrounds, the majority of whom are women, have been employed. Many of these agents have risen through the ranks to join the executive suite, changing their and their families' lives forever. The team’s diversity and socially conscious operating model have created a truly unique value proposition within the BPO space.

“With our primary focus on Africa, the values of ubuntu and the warmth of Africans make it an excellent customer-centric offshoring destination for BPO services,” concludes Andrew.