Why Durban, South Africa?

South Africa’s vibrant emerging market economy has the fastest-growing International Contact Centre Industry in the world and currently supports in excess of 50 000 International Agents.

Durban is recognised as as a destination of excellence for International Contact Centre services. Our Offices, based in Mount Edgecombe, are only a 15 minute drive from King Shaka International Airport and less that 5 minutes from Umhlanga, which is known for its first class amenities.


Voted Number 1 Outsourcing Destination

* Most favoured Offshore CX Delivery Location for 2021, in the Annual Front Office BPO Omnibus Survey –  Ryan Strategic Advisory
Ryan Strategic Advisory is the world’s most trusted source of actionable insight into the global front-office BPO and customer experience sectors.

South Africa has a strong cultural affinity to the UK, American and Australian culture.

Can Offshore Agents perform as well as Onshore?

Yes, we have a proven track record in matching onshore performance.

Durban has an excellent pool of trained agents, with a neutral accent. All agents have a high level of education and are motivated to work in the International Contact Centre industry. At ‘Bespoke’, we invest in our teams to give them outstanding employee benefits and career progression opportunities. This ‘people first’ approach engenders outstanding performance, as measured and benchmarked against international KPI’s.

Can an Offshore partner understand our products, requirements and culture?

Yes, our onboarding process is incredibly thorough and is designed to speedily familiarise our teams with the organisational cultures we represent.

Our teams speak English as their first language and are educated to a very high level. They are immersed in US / UK and AUS culture and teams have built up many hours of industry experience and skills. This blend of attributes enables a strong and rapid understanding of client culture, products and specific requirements. Within CX team spaces, we often display the branding, vision and values of our partner organisations.

Is the Technology and Communications of Tier 1 standard?

Yes, we pride ourselves on offering market-leading infrastructure and standards to ensure enhanced service continuity and security.

Our dedicated office, and the communications infrastructure within, is designed to meet the very highest standards of communications security, service resilience and client confidentiality. We have robust backup systems in place to mitigate the effects of any potential outages and we utilise enhanced security access features to protect the integrity of client data. We can supply full technical details of our technology and communications infrastructure on request.

Will I get the same standard of management support as Onshore?

Yes, we benchmark performance daily against a set of rigorous pre-agreed KPI’s. Team leaders are tasked with meeting and monitoring performance indicators and work amongst CX delivery teams to quickly resolve support issues and provide guidance and support.

Uniquely, we are also able to offer consultation and support via our UK Based CEO. The ‘Bespoke’ offering is underpinned by a commitment to match onshore performance, whilst delivering significant cost-saving against onshore teams.

South Africa bespoke international group customer service outsourced