OUTSOURCING: Fusion's BPO Service Tailor-Made
Recent Western Cape Business News
FUSION Outsourcing Services, established in Cape Town in 2003 as a wholly owned subsidiary of the UK-based BGL Group, is virtually linked to four other offshore business processing centres which provide Fusion SA with access to invaluable international expertise and benchmarking capabilities.
Fusion House, its 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, a subsidised canteen, Internet café, breakout areas, exceptional training facilities, on-site wellness centre and car wash.
Its end-to-end business process offering includes cost effective and flexible contact centre, hosted, back office processing, business continuity and customer care line solutions that can be tailored to meet a company’s ever changing business needs. These solutions are further complemented by support functions inclusive of quality assurance, workforce planning, project management and account management which aim to ensure a professional and seamless offering.
Fusion places a strong focus on its people. Only top quality staff are recruited through innovative screening and recruitment programmes. They are supported by a number of employee programmes such as a comprehensive induction programme, ongoing training, coaching, mentoring and wellness programmes. To motivate employees and drive KPIs, Fusion 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 a stable, uninterrupted environment,” says Johann Kunz, Fusion SA’s MD.
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