Leading Cape-Town-based BPO and Contact Centre outsourced service providers, Fusion Outsourcing Services were recently granted the coveted Contact Industry Hub “Verified Profile” status for their Operations Profile as published on the CIH web portal.

“To be awarded the Contact Industry Hub Verification Certificate sets Fusion Outsourcing Services apart as one of the country’s leading and most respected outsource operators” says Jodene Rihm, General Manager of C3Africa Consulting, the authorised assessment and auditing partners to Contact Industry Hub. “Fusion management applied a great deal of the passion for which they are widely known to ensure that their site met our stringent requirements”, she added. “Both international and domestic users of outsourcing services frequently refer to the Contact Industry Hub profiles when looking for service provider business partners” says Rihm.

Fusion Outsourcing Services, established in Cape Town in 2003 is as a wholly owned subsidiary of the UK-based BGL Group, is virtually linked to three sister offshore business processing centres which provide the operations with access to invaluable international expertise and benchmarking capabilities.

Fusion House, the state-of-the-art 1200-seater facility in Cape Town was purpose-built to include all the features of a top-tier BPO centre. These include ample A-grade contact centre space, subsidised canteen, Internet café, breakout areas, exceptional training facilities, car wash and wellness centre.

Fusion’s end-to-end business process outsourcing offering includes cost effective and flexible inbound and outbound contact centre solutions, customer care line, business continuity and campaign solutions that can be tailored to meet your ever changing business needs. These solutions are further complemented by support functions inclusive of quality assurance, management information, workforce planning, project management, knowledge management and compliance which aim to ensure a professional and seamless offering.

Fusion SA places a strong focus on its people. Only top quality staff are recruited through innovative screening and recruitment programmes and are supported by a number of development and wellness programmes. To motivate employees and drive KPIs, Fusion SA utilises an integrated performance management process linked to various incentive schemes.

“We have invested heavily in our infrastructure to ensure full exploitation of our IT, telephony and electrical infrastructure. This allows us to offer you a stable, uninterrupted environment,” says Johann Kunz, Fusion SA’s MD.

First published on Contact Industry Hub - January 2010