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The BPO sector in South Africa provides an interface between many businesses and their clients locally and globally and is about delivering enhanced customer satisfaction which ultimately leads to greater profitability.

According to the BPESA Key Indicator Report 2015, “as we move away from the traditional call center being a cost center overhead which should have as much productivity squeezed out of it, to acknowledging the customer experience as the most important strategic performance indicator we need to ensure that customers engage with suitably qualified agents and have their enquiries resolved.”

Dammon Rice of CCDI Creative – a business that nurtures and builds creative confidence in individuals who, with a greater sense of agency, actively contribute towards the creation of responsive and customer centric companies – says this requires two elements: technical skills (knowledge) and thinking skills (problem solving).

“The key asset in this sector is its people, therefore it’s important to build engaged, motivated employees who have a sense of their own agency and the value of their contribution to the organisational goals.

“The future of work and business is unpredictable. Career journeys are no longer hierarchical and the technical skills we have today may no longer be relevant to tomorrow. Businesses need to nurture competencies that can accommodate this uncertainty. Adaptable and flexible employees who can take initiative, respond creatively to the dynamic, ever-changing environment, are loyal and committed to the business’ purpose,” she says.

In fact, she adds, the World Economic Forum 2016 Jobs Report identified creativity, critical thinking and complex problem solving to be the top three skills that will be needed in business by 2020.

“Companies need to build employee competencies and transferable skills that prepare employees for work in the future economy.

“People are the heart of solutions. At whatever level, CCDI Creative’s unique focus on people and process and delivers powerful results that create a fertile ground for building motivated responsible individuals, collaborative teams, better solutions and greater customer satisfaction.”


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