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Company Name: The GB Group
Company Bio: 1. THE GB GROUP The GB Group has been involved in Outsourced Business Solutions for the past 21 years and have developed Business Process Outsourced Services to ensure maximum effectiveness for its clients and their customers, delivering tailor-made solutions on a large scale, utilising the benefits of a contact centre and document management process centre with the support of Innovative and bespoke in-house technological solutions. The GB Group is made up of the following entities : - Centriciti - Customer experience centre providing outsourced solutions in sales, customer care, claims management and all other various business outsource services - CSS Credit Solutions Services - Providing financial collections & recoveries solutions - Elevate - Providing training and e-learning solutions internally to all divisions of the GB Group as well as externally to all clients of the GB Group. - Techub - Development and Software solutions, Machine Learning, Artificial Intelligence and Robotic Processes - Brooks & Luyt Incorporated - legal services focussed in the financial sector The CSS Group has the ability to offer tailor made solutions from an end to end fully outsourced approach to the services industry. The benefit of a fully outsourced solution saves you time, money, HR obligations and drives optimal performance in the management of all processes. It also assists in managing volumes as the needs dictate. 2. PHILOSOPHY Tailor-made solutions from start to finish. Because … We understand that your business has specific needs, we believe that ‘the one size fits all approach’ doesn’t work … so … we tailor-make your solution, ensuring that your business needs are always delivered on. Because … we understand that time is money and admin takes up both of these, we offer you a one-stop-shop, a complete business solution … so that you don’t have to go to 10 places to get a lesser result. Because through developing your tailor-made solution, we will understand your business inside and out, we will be the best partner for all your credit solutions from start to finish. 3. OUR CAPACITY • 750 seat contact centre with ability to expand to 1500 seats on a 2-shift seat structure. • 250 seats available for outsourcing • Over 20 years’ experience in the debt collection, business process outsourcing, Contact Centre solutions, legal and customer data industry. Our state of the art premises of 4500m² in extent is situated in Rosebank, Johannesburg, and houses a 750 seat contact centre (with the capacity to extend to 1500 seats), together with the various support areas of the business, namely Document Management, Information Technology, Human Development consisting of Recruitment and Training (with 4 state of the art dedicated training rooms), Sales, Finance, Business Intelligence, Trace, Quality Assurance, Customer Experience Centre, Payments Administration, Verification and Facilities. Our new building has allowed us to grow and expand, with an additional 4500sqm for future growth. Our Cape Town office service all our Cape Town based clients working with our web-based CRM system fully integrated with the Head Office Contact centre. 4. HOW DO WE DO IT? • Infrastructure o We have invested substantially in our infrastructure to ensure that we can provide a truly value-added service to our Clients and their Customers with a contact centre that has scalability supported by support services such as human development, QA, training, data science, information technology, business intelligence, document management, project management, finance and facilities. o Scalability and flexibility to provide service offerings to clients around the world. o We have a fully developed business continuity management plan which is continually revised. o Physical and Logical Security are a priority. • Performance, Training & Quality Assurance o We strive to grow people with Quality Assurance being paramount. o We develop knowledge and skills to meet current and future business needs through in-house training and learnerships. o Utilising external training resources for skill-specific expertise. o We strive to manage performance to both deliver business objectives and meet performance standards. o We have a dedicated and passionate human development team consisting of a human development manager, human resource assistants, training officers, quality assurance officers and outside service providers. o Maximising teamwork by motivating, encouraging and empowering our people. We have clearly defined benchmarks and strive to incentivise people to get the best out of them. • Compliance o Compliance and the ultimate Customer Experience is critical in our world as the bulk of our client base is blue chip financial institutions registered on the Johannesburg Stock Exchange. o We comply with the guidelines and provisions as set out all applicable legislation. o We are also a registered Financial Services Provider in South Africa and are GDPR compliant. o Reputational risk and Treating Customer Fairly (TCF) are paramount. o We do not believe in shortcuts. o Data quality, integrity, physical security and privacy are non-negotiable. o Registered with all relevant industry bodies. • Health & Safety o The health and safety of our staff is always the key focus for us to ensure we protect our teams as far as possible. o We have invested heavily in expanding our facilities team. - Hourly workspace and office santisation - Social distancing protocols - Hourly health assessments of all staff • Technology o We have developed our own in-house bespoke software CRM and Robotic Document Management system Three60™ however utilise all international client CRM systems. o We are continually enhancing our systems and have re-developed our bespoke software applications using the Outsystems™ platform. o We are continually ensuring that we are compliant with all Infosec, GDPR, POPI and other compliance requirements. o We have a dedicated in-house IT team made up of a Head of IT, 12 software developers, 2 project managers, 4 IT network technicians, 1 network administrator. o Simple, effective integration with all legacy systems. o Telephony masking solutions for international call campaigns. o Use of Robotic Process Automation to update all client systems. • IT Infrastructure o Our data back-up solutions are extensive and all information held by our offices is GDPR aligned. • Our Contact Centre Is Supported By: - Quality Assurance - Business Intelligence & Data Science - Campaign and Dialler Management - Customer Services - Administration - IT Technical Support - Finance - Document Management - Facilities - HR • The following tools are key to the operation: - Dialler - Power BI and Qlikview Reporting - Data Profiling - Trace / Address Validation • Value Added Services: - In-House Training facilities - Robotics - Artificial Intelligence Operational 24 hours a day – 7 days a week – 365 days a year
National Footprint: Gauteng, KwaZulu-Natal, Western Cape
Nature of Business: Financial Services, Information Technology, Legal Services, Third Party Operator (BPO), Technology, Training
Channels Serviced: Voice, e-Mail, Web Chat, Video Chat, Social Media Support
Industries Serviced: Automotive, Broadcasting, Clothing & Textiles, Education, Financial Services, Legal Services, Public Services: Municipal Agency, Public Services: Municipal Government, Public Services: National Agency, Public Services: National Government, Telecommunications