Paul Swainson: What ‘Powered by Procera’ means for your BPO contact centre.
Ask a Pro - Scale Your Contact Centre Fast
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Hello, I’m Paul Swainson, the Group Chief Growth Officer here at Procera. This month, as our featured ‘Pro’ and thought leader on “Ask a Pro,” I want to cut straight to the chase and talk about something a little bit different. As Procera we have multiple offerings, working with clients from all around the world, but in this article I’m keen to discuss how we can genuinely help our fellow BPOs around the world.
Yes, you read that correctly – how we can help our fellow BPO’s around the world!
At Procera we have over 30 years experience in the BPO sector, so we’ve learned a few things over the years that we believe we can use, not only to support our clients and their end consumers, but also to help our fellow BPO providers around the world.
Simplistically, the BPO industry has changed. It’s no longer enough to just offer cost-savings or faster turnaround. It’s accurate. It’s professional. It’s not just the perennial chase for new geographies, predominantly just focused on saving a few dollars and pounds. A great BPO partner is just that, a partner. An extension of your own team – and that’s exactly who we are at Procera. Today, I believe as a great BPO you need a customer focused, technology-driven solution, with people at its heart. But if you’re a BPO based onshore (or nearshore) in the USA, UK or Australia, how do you grow into a new geography, without all the significant costs and risks of virgin territory.
This is exactly why I’m so passionate about one of our solutions we offer to fellow BPOs. It’s what we call Powered by Procera. For me, it represents the smart, strategic way to scale your operations and allows you to expand quickly without taking on massive, fixed overheads.
Let’s explore important areas I believe every BPO leader needs to address now, and how our model provides the answers.
The contact centre evolution.
Let’s not beat around the bush, the contact centre evolution is a fundamental reality we must all embrace. The facilities we run today are not the simple call centres of two decades ago. They have become strategic hubs of customer experience. This transformation has been driven by the customer’s expectations. They want seamless, personal service across any channel they choose, at a time of their choosing. This could be via voice, chat, email, or social media. This shift means the function has moved from being a cost centre focused purely on efficiency to a strategic growth engine focused on customer acquisition, retention and customer lifetime value.
The biggest challenge for BPO leaders now is integrating these fragmented channels into one cohesive, omnichannel experience, backed by agile technology and a highly capable workforce. When self-service handles the routine ‘noise’, the human agents are left with the hard work, the high-value, emotionally nuanced conversations that truly determine whether a customer stays or leaves. This continuous evolution demands a completely new way of thinking about talent and technology with operational flexibility that prioritizes quality above all else.
Bringing South Africa to the World.
If you’re running an onshore BPO, the pressure to find world-class capacity without the premium cost is a constant challenge. Building a new contact centre in an offshore geography is a massive commitment with significant risk. This is where South Africa becomes your smartest strategic option for global delivery.
South Africa offers the definitive blend here. A neutral accent, cultural alignment specifically with the USA, UK, and Australian markets and we give you access to an empathetic, highly skilled, English-speaking talent pool. But if you don’t know the country, don’t understand the local nuances, don’t have local facilities and technology partners, how can you deliver a new geography for your BPO in South Africa quickly, effectively and efficiently?
Tapping into our local expertise and passionate workforce is the most strategic way to expand your global footprint, increase your margins, all while securing a quality of service your clients and their customers will truly value, with Powered by Procera.
Modular by design. Built to fit.
Our approach is modular whether you choose a core solution of either Procera Connect (our white-label delivery engine) or the Preferred Partner Program (PPP), all you need to do is just add the additional modules you need. From Quality Assurance (QA) to Workforce Management (WFM) and Value Stream Analysis (VSA), or many other options, you pick and mix the modules that you need for your clients. It’s that simple.
Solving the Global BPO scaling challenge.
I know the challenges many of us face today. Many BPO’s are struggling to scale easily without crippling margins. If you’re looking for empowered teams and a partner who shares your passion for standards, we have the solution.
Powered by Procera provides the strategic answers you need to grow responsibly and profitably. For BPO leaders, finding the right way to grow is all about asking the right questions. Here are the questions I hear most often, and how we answer them.
Question: How can I scale capacity quickly without taking on massive, fixed overheads?
Answer: This is the main problem we solve. Building a new contact centre is a massive commitment with significant risk. We deliver ready-to-use contact centre facilities with high-performing teams in South Africa, eliminating the fixed infrastructure costs and significant risk of building your own. Our Powered by Procera model gives you an instant South African presence without the capital commitment.
Question: Can I genuinely improve my margins without sacrificing quality of service?
Answer: Absolutely. We combine a competitive pricing model (especially through our flat hourly rate in Procera Connect) with a commitment to deliver a consistent, brand-aligned performance that is focused on quality above all else. South Africa’s value proposition helps you increase margins while securing a level of service your customers will truly value.
Question: How do I find a long-term partner that shares my high standards?
Answer: Procera provides proven, expert leadership with over 30 years of experience in the BPO sector. This translates into scalability with ease. We act as an extension of your team through transparent collaboration, allowing you to grow with confidence.
Question: What makes the Procera teams different?
Answer: We are a BPO who’s customer-first, technology-driven, with people at our heart. We invest heavily in our agents, leadership, and company culture to build motivated, highly skilled teams aligned with your business goals, resulting in a world-class people retention rate. They are ready to perform, adapt, and deliver all aspects of the full customer lifecycle for you and your clients.
“Over my many years in the international BPO space, I’m proud that we have something special in South Africa. From the heart of our people to the quality of delivery, we consistently deliver results and exceptional value, ensuring our partners achieve their goals with confidence. It’s so hard for an onshore BPOs to offer everything a client wants and needs, at a price point that works for everyone – hence why we built a solution that offers the best of both worlds in Powered by Procera.”
– Paul Swainson, Chief Growth Officer
That’s it for this edition; I’ll write again soon!