Finding the right employees for contact centres

South Africa’s customer contact centres are recognised around the world. Business Process Outsourcing (BPO) has become a strategic approach for many organisations looking to optimise their operations, focus on core competencies, and enhance customer service. Among the various functions outsourced, contact centres stand out as a particularly successful example of BPO, and South African suppliers are exceptionally good at offering global support to international clients. In fact, sharing first place with India, South Africa was named the most attractive BPO location in the world in 2022.

The success, however, of BPO contact centres hinges on several critical factors, including the recruitment and retention of the right candidates for contact centre positions. The complexities of managing BPO in contact centres, the high churn rates typically associated with contact centre roles, and the essential role of specialised recruitment in mitigating these challenges, all contribute to the overall effectiveness and efficiency of contact centres operated through BPO.

The people factor in contact centre success

BPO works well in contact centres primarily because it allows organisations to leverage specialised expertise and economies of scale that an external provider can offer. By outsourcing contact centre operations, companies can access state-of-the-art technology, experienced management, and a workforce trained in customer service excellence without the significant upfront investment and ongoing operational costs. This arrangement not only leads to improved service quality but also enables businesses to quickly scale their customer service operations up or down in response to business needs.

However, the advantages of BPO in contact centres can only be fully realised with the right candidates in these positions. The nature of contact centre work, which requires high levels of patience, effective communication skills, problem-solving abilities, and sometimes the capacity to handle difficult or stressful situations, makes the selection of personnel critical. The right candidates are those who not only possess the necessary skills but also align with the company’s culture and values. This alignment is essential for delivering the level of service that customers expect and for ensuring the long-term success of the outsourcing arrangement.

Working with recruiters that understand contact centre complexities

The issue of high churn rates in contact centres compounds the challenge of finding and retaining the right candidates. Several factors contribute to this phenomenon, including job stress, repetitive nature of the work, unsociable working hours, and often, the lack of career advancement opportunities. High employee turnover can lead to decreased service quality, increased training costs, and ultimately, a negative impact on customer satisfaction. It’s a cycle that can undermine the very benefits BPO is supposed to provide.

A recruiter who understands the unique demands of contact centre positions can play a significant role in addressing these challenges. Specialised recruiters are experienced in identifying candidates who are not only skilled but are also a good fit for the high-pressure environment of contact centres. They use a variety of assessment tools and techniques to evaluate candidates’ communication skills, resilience, and compatibility with the company’s culture. By placing the right people in the right roles, recruiters can help reduce turnover rates, lower recruitment and training costs, and improve overall service quality. In the long run, this contributes to the success and sustainability of the contact centre, enhancing its ability to deliver exceptional customer service.

The Quest difference

For almost 50 years, has been a trusted link between candidates and contact centre employers in the country. As the benefits of BPO have gained prominence in this sector, the need for contact centre employees has escalated. It’s a complex environment and our team has strategically developed the insights, relationships and candidate profiles to address these unique challenges,

We pride ourselves on service excellence and the quality of our people. We provide businesses with flexible access to high-performing talent, delivered by experts and supported by intelligent insights.

For more thought leadership articles, visit our insights hub: https://www.quest.co.za/insights/