FISHING: Fusion SA Wins New Business
Recent Western Cape Business News
Fusion Outsourcing Services (Pty) Ltd (Fusion SA), the Cape Town-based business process outsourcing and offshoring company, has a new client on its books, just weeks after it announced it was aiming its service offering at domestic business.
The company has signed a contract with Sea Harvest, the Western Cape-based frozen and chilled fish supplier, to provide the company with a dedicated customer care line to resolve customer queries, complaints and complements.
“We are delighted to begin providing crucial BPO services to Sea Harvest. Securing the contract underlines both the strength of our specialised service offering and our commitment to growing our South African business,” said Johann Kunz, Managing Director of Fusion SA.
The contract, which commences at the beginning of April, marks the continued expansion of Fusion’s South African business, following an announcement at the beginning of March that it was expanding its business and opening its doors to clients on its home soil.
Established at the end of 2003, Fusion SA originally began operating as an offshore location fielding calls for its parent company, UK insurance provider BGL Group. Earlier this year the decision was taken to commercialise the South African division by offering BPO services to South African customers as well.
The Sea Harvest contract takes Fusion SA one step closer to its target of doubling the size of its business in South Africa, from its current capacity of 600 agents, to 1,200 over the next 24-months.
nitially running for one year, Fusion SA’s contract aims to take customer service at Sea Harvest to the next level with a specialised service offering that requires agents to possess soft skills as well as having a good understanding of the requirements of the Consumer Protection Act.
Fusion SA provides a tailored solution that is designed to suit Sea Harvest’s specific individual requirements, with a range of services including data capturing, voucher fulfilment and bilingual inbound and outbound call handling.
“Sea Harvest is very proud to be associated with Fusion SA. We look forward to a mutually long-term beneficial relationship. We believe we have selected the right partner in Fusion and we are confident they will always ensure our brand and consumers are looked after,” said Felix Ratheb, Sales & Marketing Executive at Sea Harvest.
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