Choose a country

United KingdomEnglish
South AfricaEnglish

Compliant interaction and emotional appeal

6th November 2014

In my previous blog post, I spoke about the emotional advantage the South African workforce offers to offshore operations. In this post I’d like to discuss the value and compliance aspects of outsourcing to South Africa. With a workforce that is culturally aligned, engaged and emotionally connected, South Africa provides the perfect platform on which to build value from compliant interactions.

Compliant interactions can be defined as those exchanges with customers that deliver the value an organisation seeks. This value could lie in customer experience metrics, first time resolution rates or cost efficiency. Those interactions that don’t deliver against business objectives can be categorised as non-compliant, which often do more than add no value. They have the potential to detract from the value added by compliant interactions. By adopting a focus on compliant transactions, the dynamic of your offshore decision making changes dramatically. On comparing the cost per compliant interaction, we found South Africa to be 12.5% lower than offshoring locations in Asia, lowering true cost and making South Africa’s value return significantly higher.

This focus on compliant interaction is what sets some organisations apart from others. This results in an uncompromising focus on quality, delivering on business objectives and putting the customer at the heart of all contact. The ability to measure interaction compliance with accuracy becomes particularly important in an outsourced relationship. A simple and straightforward contracting model based on payment per compliant interaction is what works best in this scenario.

This approach demands maturity from both client and outsourced solution provider, and we’ve witnessed dramatic improvements in business performance based on our work with clients on exactly this payment model, without compromise.

Leave a Reply

Your email address will not be published.Required fields are marked *


Mike Purvis
Article by: Mike Purvis

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Webhelp Wins Four Awards in the 2017 BPeSA and CCMG Awards

Leading global customer experience and business process outsourcing expert Webhelp has been named the top operator in four categories at this year's BPeSA and CCMG Industry Awards. For the first time this year industry bodies BPeSA and CCMG joined forces to run a combined awards process. The BPO and contact centre industry in South Africa is building its reputation on the international stage...

Leading business process outsourcer Webhelp officially unveils new site in Riga

RIGA, AUGUST 24, 2017. Leading global business process outsourcing and customer experience expert Webhelp, officially unveils a new site in the capital of Latvia, Riga to create more than 200 jobs by the end of the year. It allows Webhelp to expand and offer Russian language capability from a new...

Case Studies
Insight Partnership with a Major Telco Provider


Digital Coaching: Retailer Feature

'Wouldn't you rather not call me?' Why the contact centre's biggest contribution to retail success is to drive contact online. Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by...

[Infographic] Transformation of Outsourcing: From the 60s to the present day

Outsourcing has well and truly transformed over the decades... From the first known 'call centre' in the 60s, to the Continental Airlines telephone booking system off the 70s, through to the multichannel options available on our mobile phones today...'s easy to see how customer...