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, identify where we have made a difference for clients and predict the trends that will add extra value in 2023. 

Some of the most important features that we believe will only become more important in 2023 are:


The importance of acting as brand guardians

Our teams are very much on the front line of customer experience. So often, this first contact can be overlooked or undervalued. It has been said that as many as 3 out of 5 people may have stopped using a company based on poor call centre experience. This proves the old adage ‘people buy from people’. Our mindset is one whereby we act as guardians of the brands we represent and we realise that the service on offer has a huge impact on our client operations.


Employee experience

Only if employees are happy, can customers be happy. EX and CX are interlinked and directly correlate. Into 2023, the value of EX will only grow in importance, and as a result, we are ramping up our investment in staff training, well-being and performance incentives.


Agent retention 

A key feature of the economic challenge in 2022 has been around staff recruitment and retention, particularly in the UK and other developed economies. 2023 will see this trend continue to offer a challenge to brands across all sectors. Within Durban, South Africa, we have access to an incredible pool of talent. Through investment and training, our people tend to stay with us for many years. Employee inclusion and empathy underpin our culture,  allowing us to offer better continuity to our brand partners.


Information security 

High levels of operational resilience and network security have long given us a lead within the industry.

We are committed to maintaining the highest standards of information security for our customers and their data. We have comprehensive security systems in place that integrate with our IT infrastructure and business processes. The systems utilise the latest technologies, including advanced encryption algorithms and authentication protocols, to protect sensitive information and ensure that it is not accessed or tampered with by unauthorised parties. Furthermore, we have a team of security professionals who constantly monitor our systems and respond to potential threats. We are dedicated to providing our customers with the highest levels of security and privacy, and we will continue to invest in the latest technology and best practices to ensure that their data remains safe and secure.

The quality of conversion is key

Ultimately, our success has been judged on our KPI conversions and high levels of first-call resolution. This success is in no small part down to the sum of the above factors enabling results to be achieved that are far in excess of usual benchmarked expectations. We will always be defined by the quality of conversion and will strive in 2023 to again deliver incredible results for our clients.


If you want to understand how Bespoke International Group can support your operation with BPO, email our BDM at [email protected]

For North American enquiries, contact U.S based VP of Americas [email protected]

Our CEO is UK-based and available to offer enhanced value through a one-to-one consultation.

For an objective overview of your current operation, book a no-obligation review to benchmark your current performance.