CallingtheCape, a Section 21 contact centre investment company, the Department of Trade and Industry and other public sector bodies are supporting the booming contact centre industry in Cape Town, says entrepreneurial business OTT Outsourcing.
According to OTT Outsourcing CEO, Ed Bham, the days of the 21st-century sweat shop contact centre are over. He adds that Cape Town-based OTT Outsourcing combines Hollywood-style glamour with an avant-garde layer of sophistication.
“We don't interview our people, we audition them,” says Bam. “We're an unconventional business and we look for unconventional thinkers; it's the attitude that counts, not their past training. If we get someone with the right attitude, we can develop their talent.”
Bam says OTT Outsourcing's contact centre agents are not agents, but rather independent service providers who are entrepreneurs in their own right.
He says: “Our clients include blue-chip banks and financial services companies, so our service providers are in many cases offering financial advice. We provide the training to ensure they can do that at a high level. As a result, we're able to charge premium rates and in turn reward service providers well.”
OTT Outsourcing plans to grow its seat capacity from 156 to 600 by the end of 2010.
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