Our cutting-edge ‘Bespoke App’ features in the news this month, as it has enabled greater communication and engagement within the business, contributing to our continued growth. Development of this app was led by Donavan Soobramoney who’s vision and passion for people development has driven the design and development process. Through co-operation and collaboration with all…

When did you join Bespoke? In September 2020, I joined Bespoke International Group, bringing with me 14 years of experience in contact centers. Prior to this, I had a successful tenure at a leading South African outsourcing company. My journey in this industry has been diverse, allowing me to explore various roles and sectors, both…

The U.K. energy sector is contributing to our continued growth, with several brands now part of our client portfolio, we are delivering a mixture of sales and customer service solutions that focus on customer retention, revenue collection and enhanced customer experience. We are at the forefront of meeting this demand through activities such as: Smart meter installation…

Quality Assurance (QA) sits at the very heart of our culture – it is a systematic process that ensures consistency of quality in every facet of our service. Our primary goal is to ensure that the final output meets the specified requirements and expectations of our clients and maintains the consistency, reliability, and effectiveness of our…

We’re delighted to announce considerable growth in our retail sector client base, the impact of which is enabling us to project continued revenue increases in the second half of 2023 and through into 2024.  Our teams have huge experience in the sector and we are able to offer a full range of services to both high…

This month, we have taken stock of the last financial year and been able to analyse the business performance in terms of turnover, headcount and profit. In-line with the upward trajectory recorded in the previous 3 years since our inception in 2019, we have once again recorded impressive growth in all areas.   This continued growth…

Bespoke International Group has just turned 4, and what a celebration it was! Watch our video here: Bespoke 4th anniversary v.210623 from bespoke international group on Vimeo.   Bespoke International Group 4th Anniversary from The Agency Creative on Vimeo. Since the inception of the business in 2019, we are incredibly proud of the journey we…

Here at Bespoke International Group, we’re incredibly proud of our diverse, talented and experienced team.  From floor to board, everyone has a key part to play in our success and meeting our growth aspirations. Some new faces have joined the Bespoke family in recent months, developing and strengthening our capabilities even further. We delighted that…

Bespoke has always had a strong focus on customer data security, and information security in general. As part of that ongoing commitment to infosec, we are well established with ISO 27001 certification, a huge milestone for our business. This makes Bespoke one of the few South African contact centre outsourcers to achieve it. What exactly…

We are delighted to welcome Keith Shanks to our team. Joining as Business Development Director – UK, Keith has the responsibility of overseeing and delivering our business development strategy within the UK region. A seasoned CX sales professional, Keith has been involved in the outsourced CX industry since 1998. He brings with him a huge…

We recently posted about the extraordinary growth we’ve experienced over the past 12 months. This comes after another strong performance in 2021, and can be attributed to significant growth across all markets, particularly Energy and Retail.    As we head towards 2023, it’s a timely opportunity to reflect on just what lay behind our performance,…

Congratulations to our IPAD winners. Further to our attendance as exhibitors in November at the Future of Utilities Conference, London, we were delighted to run a competition for all attendees to win 2 x brand new IPADs.  The event was well attended and we were delighted to again see such great interest in the competition…

As we head towards the end of the year, we’re delighted to again announce record breaking growth in 2022. Building on the phenomenal growth achieved in 2021, we’ve once again recorded record revenues and profits this year, effectively doubling the size of the company. It’s now just 3 and a half years since our inception,…

Within the U.K and Globally, CFO’s are analysing business costs as the need for savings grows ever stronger. Recent data from leading institutions such as the IMF, point to a challenging economic outlook. ‘Global economic activity is experiencing a broad-based and sharper-than-expected slowdown, with inflation higher than seen in several decades.’ International Monetary Fund, October…

  With around 2 weeks to go until we start setting up for the Future of Utilities Summit, we are delighted to announce that some of our Bespoke International Group board directors will be attending the event   To be held over 2 days in London,  21st-22nd November at the Business Design Centre, our senior…

2022 has seen continued growth in the South African BPO market, now recognised by many as the leading offshore outsourcing destination. One year ago we posted about the phenomenal growth at Bespoke International Group. We are delighted to say that this growth has continued on the same upwards path, coming from a wide range of…

As we approach the end of October, many retail brands are expecting demand peaks relating to upcoming Christmas trade. This in itself is a great time for retail, however rapid spikes in CX interaction can cause issues. The challenges around staff supply and retention are well documented, but failing to plan effectively for increased demand…

Most CX interactions focus on problem-solving and issue resolution. The best case scenario for both the customer and the customer service department is a ‘first call resolution’. This is when a query is dealt with in such an efficient manner that the interaction is minimised and the customer is left delighted with the service received.…

We’re exhibiting today at The Customer Focused Contact Centre Conference in London. Held at the America Square conference centre near Tower Bridge, there’s a fascinating mix of speakers from leading brands giving their insights into the challenges facing brands, dedicated to delivering outstanding customer service experiences to customers in the U.K and beyond. A current…

Have you booked your free ‘benchmark review’ yet? In an evolving economic landscape, it is vital to understand exactly how well your CX is performing when benchmarked against wider industry and valid KPI data.   Our proposition delivers savings of over 50% when compared to in-house rates and delivers service levels that are at least…

We’re delighted to be signed up as exhibitors at The Future of Utilities Summit. This conference is to be held in London at The Business Design Centre, Islington on 21st and 22nd November. This is the leading event for senior professionals in the Utilities and Energy markets, to come together and discuss the upcoming challenges…

Are you a business that is looking to improve your customer service offering? Very often, even in high-performing businesses, there is at least, some room to improve service and delivery in specific areas.   Evaluation, analysis and consistently striving for marginal gains can make a big difference when it comes to CX delivery and customer…

We are delighted to announce that we will be exhibiting at the Contact Centre Conference in London on October 7th. After exhibiting at the Customer Experience conference in February, we are once again looking forward to making new connections and discussing the trends and developments that will impact the Customer Experience and BPO landscape in the…

Congratulations to our valued client, Utilita and their brilliant charity ‘Utilita Giving’. They hosted an amazing Golf Day on 5th August at Boundary Lakes which we were delighted to support as a sponsor. The event brought together golfers of all abilities and even a few famous faces, raising £11,385 to help people in fuel poverty…

In recent months there has been some exciting HR developments at Bespoke International Group. Our team, from floor to board, is carefully selected based on experience, competency, vision and a passion to succeed. In June 2022 as part of our succession planning, we were delighted to welcome Mohammed Gafoor as CFO. The Bespoke International Group…

Gearing up CX resources for the Autumn (Fall). As the Summer draws to a close and holidays come to an end, the focus for most businesses turns to actioning their plans for the Autumn and Winter period. The coming months require many businesses to gear up their CX provision for strong Christmas trading. Are you…

We are delighted to announce that Lenny Govender has been promoted to the role of Chief Services Officer.  Lenny joined Bespoke in February 2020, having worked closely with some of the senior management team since 2015. Lenny is a great asset to the business and is highly experienced and respected within the South African outsourced CX…

The E-Commerce landscape has been evolving at a rapid rate. Challenges include; diminishing returns from online advertising and rising shipping costs. These cost factors have squeezed the sector over the past 2 years. Although more money is undoubtedly being spent online, customer expectations are also rising. Customers in 2022 demand a fast personalised service, a seamless…

The travel sector has rarely been out of the press in recent months, staffing challenges have created huge pressures within the industry and driven CX demand. The sector encompasses a wide range of businesses including airports, airlines, train operators, cruise operators and package holiday companies, all of whom have a steady flow of customer enquiries.…

The telecoms sector is a highly competitive and fast-evolving sector and more than ever, CX service levels are a key differentiator.  Perhaps of all the sectors we deal with, the pace of change within the telecoms sector has accelerated most rapidly over the past 2 years. Shifts in behaviour in such a competitive market, along…

We were delighted to bring Mark Ryan on board as Chairman of Bespoke International Group earlier this year. Mark has a proven track record in business and brings valuable experience, connections, and insight to the Bespoke International Group operation. So, where did Mark start out? His career started with Caudwell Group, which, at the time…

We specialise in helping retail brands thrive through their CX delivery.  Successful retail brands provide an outstanding end-to-end customer service experience for their customers.   A key question is, how do your customers ‘feel’ about your brand?  Within retail, product range, availability and price will drive the purchasing decision making process and give the customer…

Congratulations to our IPAD winner! Further to our attendance as exhibitors on Wednesday 22nd June at the Financial Services CX conference, London, our BDD Richard Dawson was delighted to run a competition for all attendees to win a brand new IPAD. Thank you to everyone who took part. You can watch the draw here Huge congratulations to our lucky…

The Bespoke team got into the celebratory spirit last week for our 3rd anniversary gala.  The past 3 years have been challenging in many ways, so the fact that we have grown and thrived over this period has been very satisfying for everyone involved within the business. Without such an incredible team, we simply could…

It’s been a very busy week for the Bespoke International team, with representatives attending conferences in both the UK and USA.   Wednesday 22nd June saw the Financial Services CX conference take place in London, and our BDD Richard Dawson was present with the exhibition team, to network and learn from some of the great speakers…

Financial Services Customer Experience Conference – 22nd June There is just 1 week to go until the Financial Services Customer Experience Conference in London.  We’ll be exhibiting and are looking forward to making new connections and discussing the trends and developments that will impact the Customer Experience and BPO landscape in the Financial Services sector.…

Customer Focused Contact Centre Conference – 21st June There is just 1 week to go until the Customer Focused Contact Centre Conference in London. We’ll be exhibiting and are looking forward to making new connections and discussing the trends and developments that will impact the Customer Experience and BPO landscape in 2022. Staffing issues and…

To coincide with the opening of our USA office, we’re delighted to be attending the CCW conference 2022, held in Las Vegas, Nevada. Customer Contact Week is the leading CX conference in North America, bringing together industry leaders from the CX and BPO sector. This conference is filled with cutting-edge content from an unmatched collection…

We’re delighted to announce the opening of our North American office in the USA.   From our call centre in South Africa, we provide CX Outsourcing and BPO services to organisations throughout the globe. Our key global markets are the U.K, Australia and North America. Our U.S. office presence enables us to service our valued…

We’re delighted to celebrate our 3rd Birthday today. When we formed Bespoke International Group back in May 2019, the world seemed relatively straightforward. Jump forward to our second year..and third, and like the rest of the world we’ve had to navigate the Covid pandemic and all that has followed in terms of global and political…

When it comes to outsourcing CX, there are many preconceptions and myths that surround the subject. Here, we explore and dispel some of the most common assumptions. As a leading BPO provider and CX outsourcing provider, we operate a fully managed call centre in Durban, South Africa. We have been looking after the CX needs…

The role of customer reviews in building brand equity. How to build review collection into your CX processes. Customer service reviews are comments by people who have had some kind of interaction with a company or brand and had experiences worth sharing.  Reviews can garner trust with consumers and influence buying decisions like few other…

The Challenges involved in attracting, recruiting, and retaining call centre CX Staff are well known. During 2022, these challenges have become even more pronounced. At Bespoke International Group, we are approached by many businesses who have an in-house function but are finding that the recruitment of staff is becoming a limiting factor to servicing operational…

We are delighted to announce that we will be exhibiting at the ‘Financial Services Conference’ in London. After exhibiting at the Customer Experience conference in February and having booked our space at the Contact Centre Conference, we are again looking forward to having a brand presence at the Finance Services Conference, to be held at…

We are delighted to announce that we will be exhibiting at the Contact Centre Conference in London. After exhibiting at the Customer Experience conference in February, we are once again looking forward to making new connections and discussing the trends and developments that will impact the Customer Experience and BPO landscape in 2022. We’re confirmed…

We take security very seriously at Bespoke International Group. Our systems and processes are designed to provide peace of mind through exceptional resilience and security. Premium ‘Tier 1’ data links into major geographical areas enable us to offer 99% uptime. Voice transmission quality is of the highest quality over world-class VOIP platforms. PCI DSS compliant, we…

Online retail continues to expand at a rapid rate. Now that spring is finally in the air, our consumer habits start to adjust to the seasonality.   Retail covers a wide range of business types and products. Naturally, the sales of certain items peak at this time of year. Some good examples are: – Seeds…

Since the beginning of the year, there has been a huge change within the insurance sector. Traditionally, premiums would be ‘walked up’ automatically come renewal time. Customers were forced to shop around otherwise they might be penalised for their brand loyalty. Insurance customers who shopped around and switched providers each year were often more likely…

We’re delighted to announce that we’ve released our latest ‘Company Overview’. Within this document, we outline our capability and ability to deliver outstanding CX services to clients in the UK, Australia, and the USA.   Download the PDF, to discover…. What makes us different. Our ethos is all about service, this underpins our success. Our…

As we move into spring, It can’t escape our attention that the world is undergoing a period of considerable change and uncertainty. This change feeds through to many aspects of our lives, not least when it comes to the sourcing and provision of energy.  Global energy markets are in a state of flux, and prices…

We were delighted to have exhibited at the Customer Experience Conference in London. Held at the stunning One George Street venue in Westminster, the event proved to be a great opportunity for the Bespoke Team to build new connections and discuss the trends and developments that will impact the Customer Experience and BPO landscape in…

The Bespoke team are spreading the love this Valentines Day. The amazing guys and girls at our purpose built call centre have been invited to dress up for the occasion and….if they’re feeling really creative, make and submit their very own Valentines themed video. Normally, our staff are spending their time creating an outstanding experience…

Over the past decade, web-based customer service has seen a huge surge in popularity, with automated communication chatbots becoming increasingly prevalent in B2C businesses. These systems can often cost a company less when compared to phone support or manned digital support, however, where there is no live human interaction, the disadvantages of computer-based systems can…

There are just 3 weeks to go until the Customer Experience Conference in London.  We’ll be exhibiting and are looking forward to making new connections and discussing the trends and developments that will impact the Customer Experience and BPO landscape in 2022. Given the tremendous changes that have taken place over the past 2 years,…

As we move forward into 2022, now is the time to consider how, as customer-facing businesses, we can operate more efficiently.   Our experience as a global BPO partner has taught us that there are some CX fundamentals that enable growth. These are: – Increasing customer retention, through better service. – Building customer pipelines through…

We’re delighted to announce that Ralph Naicker has been promoted to the position of M.D within Bespoke International. Based in Durban, S.A. Ralph has developed an outstanding career in the customer services sector, joining Bespoke as a call centre operative in 2019. In a short period of time, Ralph has progressed through our ranks to…

Happy New Year to all our colleagues, friends, and partners from the Bespoke family, both in South Africa and the UK. As we start 2022, January is a time for us to plan and set new objectives as we look forward with positivity to an exciting year ahead.   Now, more than ever, delivering an…

On behalf of the entire Bespoke family, both in South Africa and the UK, Merry Christmas to all our colleagues, friends and partners. Given the unprecedented challenges that have arisen for us all in 2021, this is a time for us to reflect and recharge as we look forward with positivity to an exciting year ahead.…

At Bespoke International, we’re immensely proud of our people and the difference they make. We work hard to ensure that all our people are focused on delivering incredible customer experiences.   Our policy has always been and always will be, to invest in our staff and to give them a clear pathway of progression. This…

Outsourcing Customer Experience services can be daunting for those Brands that have always operated an in-house function.  One of the things we often get asked is ‘How do you achieve authenticity and provide a seamless experience for our clients?’ The key to this is quite simple, there’s no magic involved, just a considered, structured and diligent approach…

At Bespoke International Group, we’re proud to offer a broad range of services to companies that operate in a variety of different sectors. To meet market demand, we do this on an Omni-Channel basis, meaning we engage via Voice, Social, Email and Live Chat. Watch our services video below:   Our clients predominantly, but not…

The Bespoke team got into the Halloween spirit last week, dressing up in ghoulishly spectacular outfits and getting into the party spirit.   Our purpose built call centre was transformed for into a devilishly exciting Halloween dungeon…just for the day we might add! These guys normally spend their time helping the customers of our clients…

Due to recent budget announcements by the UK government, the subject of employee pay has been featured prominently in the press recently. A flagship announcement was that the living wage would be increasing to £9.50 per hour. Whilst this is undeniably a good thing for employees facing the current inflationary pressures, there will also be…

We often get asked about our onboarding process. What does it involve? How do you approach it?   Put simply, we view the process as the start of a long term partnership that delivers outstanding results for our client. We always strive to deliver a service that is at least as good as an in-house…

Warrington-born Bespoke International Group (Bespoke) CEO Mark Thomason lives in Cheshire and is one of the founding fathers of the international call centre industry in South Africa Thomason operates as a UK-based strategic consultant Bespoke International is a global outsourced customer service centre that works with UK and global businesses   Bespoke International has recorded…

September saw us celebrate Heritage Day once again. South Africa is a diverse nation with a rich history and this day is an opportunity for South Africans to come together and celebrate their heritage, diversity and friendship.   A truly was a great day, the staff at Bespoke had the opportunity to celebrate their culture with pride. Our…

How Bespoke International Group have built on ‘The South Africa Advantage’. Announced as the ‘most favoured’ Offshore CX Delivery Location for 2021, South Africa has become an attractive destination for offshore business operations. But what makes South Africa so special? A lot, actually. The list of benefits of choosing a South African offshore business partner…