Delivering a World-Class
Customer Experience.

Enabling organisations all around the world to skillfully manage their customer journey.

24 hours a day

7 days a week

1000 seats

Established in 2009, 1st Call Group are an award-winning Business Process Outsourcing (BPO) Contact Centre specialising in connecting businesses with their customers and adding value where it matters most, by delivering world-class customer experiences. Based in Durban, South Africa, our exclusive 1000-seat, state-of-the-art Contact Centre is fully operational 24 hours a day, 7 days a week servicing the United Kingdom, United States, Australia, New Zealand and South Africa.

Adding value where it matters most

Having successfully run hundreds of thousands of campaign operating hours for local and international campaigns over the past eight years, 1st Call Group has earned a reputation as a leader in BPO in South Africa. Our experience and expertise extend across industries such as, financial services, utilities, telecoms, retail, gaming, plus many more.

Furthermore, our success lies in our ability to fully immerse ourselves in our client’s businesses. Unlike many larger contact centres, we do not offer a ‘one-size-fits-all’ solution; instead we provide a creative, consultative and customised service that is designed around our Client’s requirements.

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Our values and culture

At 1st Call Group our culture comes to life through our people. We recognise that it is only through them embracing our values, enacting our behaviours and adopting our mission that we will truly be able to fulfill our vision of being the greatest BPO provider in the world.

  • To be the greatest BPO provider in the world!

    Our vision is what guides our thinking and keeps us on track.

  • To deliver a world-class customer experience.

    Our mission is what inspires us to go the extra mile.

  • Honesty
    Passion
    Excellence

    Our values serve as the foundation upon which our business is built.

  • Responsible
    Professional
    Enthusiastic
    Client-Focused
    Performance Driven

    Our behaviors are daily deliberate actions that demonstrate our commitment to our clients.

Why South Africa?

Over the past decade South Africa has become one of the most sought-after BPO destinations in the world, winning many major awards within this industry. It offers cultural alliance, a large-scale English-language talent pool with a neutral accent and a massive 45-50% operational cost saving.

Why Durban?

Durban is one of the key contributors to the BPO industry, outshining Johannesburg and Cape Town with several unique characteristics including:

People

Durban has an extensive pool of exceptional candidates with solid contact centre experience.

Value

Estimates indicate that the cost of operations in Durban is 10% lower than Cape Town and 20% lower than those in Johannesburg.

Customer-Centricity

People in Durban are known for their entrepreneurial spirit and passion for customer experience.

Cultural Affinity

The Durban population is diverse, representing African, Asian and European cultures.

Growth

Durban is one of the fastest growing cities in Africa, the population increased 57.5% between 2001 and 2011.

You’ve got to start with the customer experience and work back toward the technology, not the other way around.

Steve Jobs

So what can we do for you?

1st Call Group seeks to be at the forefront of the contact centre evolution, aligning our offerings with industry best practice and changing conditions. We work closely with our Clients to understand their needs and in turn tailor our comprehensive contact centre solutions to ensure that we offer nothing less than world-class customer experiences in the following areas:

  • Acquisition

    Helping you grow your customer base

  • Care

    Supporting your business with world-class inbound customer care

  • Digital

    Inbound web chat support and other flexible solutions for your business

  • Service

    Efficient back office processing and logistics

  • Retention

    Effectively managing your customer base

  • Data

    Leveraging credible, qualified leads for your business

  • Cross-sell

    Maximise revenue streams from your existing customer base

  • Quality

    World-class quality assurance reporting and monitoring

  • Analytics

    Cutting-edge customer insights through survey and client engagement

  • Back office

    Taking care of all of your back office requirements

Do you want to work for a vibrant, exciting company?

Join our team today.

Facility

1st Call Group’s new home was handpicked with our Clients in mind and renovated to be fit-for-purpose to service not only the local, but international BPO market too. Based in the heart of Kwa-Zulu Natal’s light industrial and commercial sector and neighbour to international companies, such as Samsung and Unilever, 1st Call Group is well positioned in a first-class business precinct.

Our facilities are big enough to accommodate our Clients expected growth strategies – because we know that if they grow, we need to grow with them. Not only that, we use an internationally accredited dialler and CRM system in addition to a Tier 1 network infrastructure, data security and telephony provider. This of course means that we can give the best possible service no matter where in the world our Clients (and their Customers!) are.

But, don’t just take our word for it! Why don’t you take a look around? Contact us to make an appointment to see our facilities.

Home away from home

Our people are our business and making sure they are taken care of is vitally important to us. When they're not dialing, they can be found enjoying subsidized meals in our very own canteen or enjoying some friendly competition in our Games Room equipped with pool tables, table tennis, foosball, dartboards, music and popular sports channels. We also offer medical health benefits as a way of improving the lives of our employees.

And that's not all! We have an onsite barber for the men and a beautician for the ladies!

Treat your employees exactly as you want them to treat your best customers.

Stephan R. Covey

Data Centre

All data and servers are held off site at a state-of-the-art secure data centre, which offers the following:

  • Intelligent fire protection

  • Gas and water based fire detection

  • ISO 9000 accreditation (Quality)

  • PCI accreditation (Payment card industry)

  • ISO 27002 methodology accreditation and conform to the normal GAARP standards.

  • ISO 27001 accreditation

  • Microsoft and IBM approved centre

Our People

At 1st Call Group, when we say “Our people are our greatest asset”, we really mean it and demonstrate this commitment by investing heavily in growing and developing our people at every level.
With a comprehensive Management development programme in place, employees at every level can see, feel and achieve the career path of their choice.

Clive Killian - Chief Executive Officer

Clive Killian - Chief Executive Officer

Meet Clive Killian

Chief Executive Officer

Clive is responsible for ensuring that 1st Call Group lives up to its entrepreneurial, approachable and progressive reputation. He does this through managing and directing every aspect of the business from sales and finance to operations and more! His strategic and creative approach to business, his ability to lead and communicate with employees at all levels as well as his adeptness to delivering results makes him a key player for both clients and employees.

Yolen Chetty - Head of Sales

Yolen Chetty - Head of Sales

Meet Yolen Chetty

Head of Sales

Yolen is the lifeblood of our business, having been with us since day one! Starting out as an agent on the floor, he has worked his way up covering every important role in the business in some way or form. This gives him incredible insight and influence in the business and the ability to deliver results on every campaign. His ability to analyse the key metrics on a campaign and identify the solution quickly makes him a powerful asset to our business and, by extension, to our clients.

Azra Aziz - Sales Agent

Azra Aziz - Sales Agent

Meet Azra Aziz

Sales Agent

Meet Azra, a perfect representative of our culture and values. She is service orientated and passionate about what she does. Her positive attitude and contagious smile is an asset to our team.

There is nothing training can’t do. Nothing is above its reach. It can turn bad morals to good. It can destroy bad principles and recreate good ones. It can lift men to perform excellence.

Mark Twain

What do our clients have to say?

“We benefit from their positive approach to our customers and their flexibility in terms of business growth to a rapidly changing environment. At this point in our story we need a partner who can grow with us and our changing needs and they have more than lived up to these requirements!”

Simon Sharp

Director: Ecomnova | Client since: 2016 | Current seats: 60

1st Call Group have always been an important business partner of ours. Their ability to accommodate our ever demanding growth and change programmes has allowed us to continually evolve our business and offer the best possible service to our customers. Their dedication and commitment to our brand is fantastic, they really have immersed themselves as an extension of our business.

The PPI Team

Seen enough?

Find out what we can do for you and your business!

Get in Touch

To make an appointment to see our facilities, just give us a call, or send us an email, and we will get right back to you.

PHONE

(+27) 31 492 3547

connect@1stcallgroup.com

Contact Us

Get in Touch

To make an appointment to see our facilities, just give us a call, or send us an email, and we will get right back to you.

PHONE

(+27) 31 492 3547

connect@1stcallgroup.com

Contact Us