about velociti
Empowering your brand
Velociti was founded in 2006 and our mission is to be South Africa’s leading contact centre solutions provider, not by size, but by value we provide our clients. Our Empowering your Brand ethos places the brands of our clients and the brands of our staff at the heart of our business operations.
Velociti is an FSB licensed Financial Services Provider (License no: 24456) and is a proud member of the JSE listed Blue Label Telecoms Group. Our focus is on the delivery of value based as opposed to volume based services. This is achieved through strict focus on client KPI management, Quality Assurance, and Operational excellence. We have in house departments focused on recruiting, training, coaching, QA, reporting, IT, finance, client relationship management, project management, sales fulfilment, and operations management.
Our diverse staffing talent, in conjunction with industry leading systems, methodologies, and processes enables us to provide top value to our clients. Our track record with our client base is testament to the high levels of service, professionalism and efficiency that we attain in our business and theirs.
Treating Customers Fairly is a core principle of our company and the way we conduct our business. We are constantly striving to improve our service and develop new and innovative ways to communicate our services and new product information to you.
Central to our Treating Customers Fairly philosophy is our commitment to providing clear and concise information, free of “jargon” and written in plain English.
These are the key factors which determine our policy of Treating Customers Fairly
1: You can be confident that you are dealing with an FSP which holds the fair treatment of our customers as central to our corporate culture.
2: Products and services marketed and sold in the retail market are designed to meet the individual needs of our customers.
3: Our customers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
4: Where we offer advice to our customers, the advice is suitable and takes account of their individual circumstances.
5: Customers are provided with products that perform as we have led you to expect, and that the associated service is of an acceptable standard, and is as you have been led to expect.
6: Customers will not face unreasonable post-sale barriers imposed to change products, switch providers, submit a claim or make a complaint.
7: We will ensure that any complaints or grievances are handled in a sympathetic, positive and professional manner.
FEEDBACK
Your feedback is important to us. We want to know whether your experience of us lives up to your expectations.
If you have any feedback, good or bad, let us know, because your views are vital to helping us improve our service to you in the future.
To send us your feedback, please click on the ‘contact us’ button and send us your thoughts.
Blue Label’s core business is the virtual distribution of secure electronic tokens of value (predominantly prepaid airtime at present) and transactional services across its global footprint of touch points.
Blue Label employs over a 1000 people across South Africa, India, Mexico and the UK. Every month, Blue Label processes over 400 million transactions across more than 150 000 touch points.
Blue Label was founded in 2001, listed on the JSE in 2007 and now generates over R18 billion rand in revenue per annum (2012)
Clients
Velociti provides wide range of services to clients in the Banking, Financial, Telecoms, Hospitality and Retail sectors. We have a proud history of working with South Africa’s best known brands. Our services extend beyond our borders and we have run campaigns for clients in the UK and Africa.
Technology
Our world class technology is a cornerstone of our offering.
We offer the full suite of call centre technology and are able to
meet all our clients’ technical requirements.
- Full Multimedia Automatic Call Distributors (ACD)
- Predictive and Preview Diallers
- Voice and Transaction Recording and Logging
- System design and development
- Comprehensive Reporting
- Computer Telephony Integration (CTI)
- Interactive Voice Response (IVR)
- Data & Business Analytics
- Voice Biometrics
- Social Media Integration
Partners
We are proud to have strong partnerships with a wide range of niche services providers, working with us to extend and continuously improve our service offering.
Our Partners Include:
Interactive Intelligence
Equip
SAICOM
Internet Solutions
Bela Phone
Cellfind
Blue Label Data Solutions
Savant Consulting
Contact us.
Discover how we have helped these businesses with innovative contact centre solutions.
Facilities
Velociti’s facilities are state of the art and the contact centre layout and environment has been designed to provide pleasant working conditions – an important facet in creating an environment that allows people to be productive and customer focused.
Our cheerful onsite canteen provides a fantastic choice of healthy meals to our staff throughout the day.
In the unlikely event of a power failure, Velociti has onsite backup generators that can provide power to the business until municipal power is restored. UPS and battery backup is in place to ensure all core systems are protected from electrical outages and spikes.
Work areas can be customised to meet our client’s requirements
Services
Velociti offers a full range of contact centre solutions through our Customer Life Cycle:
These include:
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Outsource Help Desks
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Outsourced Telemarketing and Telesales
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Outsourced Customer Retention Services
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Outsourced Customer Care Solutions
Customer Care
At Velociti, your brand is ours. We are an extension of your business.
Talk to us about how our customer service strategies can help you care, retain and grow your customer base.
Our customer service methodology puts your customer at the heart of the solution. Our methodology understands their needs, builds processes to effectively resolve issues and opens up new insights into your customer’s behaviours and experiences, allowing you to react faster and respond more accurately, retaining their business and ensuring your profitability.
This coupled with our teams of highly trained customer service consultants allows you to navigate the complexity of managing your customer’s service needs with ease. Contact us for case studies on how our customer service solutions have changed blue chip organisations.
Contact us to discover how we provide your customers with an excellent customer service experience.
Growth
Increase profits buy maximising customer spend and revenue on your current database. By partnering with Velociti, we will help you identify and realise new opportunities within your current customer database.
Retention
At Velociti, we understand why customers can change their mind and move to competitors. Our call centre retention strategies ensure your customers stay on your books for longer. Talk to us about our successes in customer retention.
Acquisition
Velociti has extensive telesales & telemarketing experience.
We run campaigns for many of South Africa’s top consumer brands. We understand what it takes to run a telesales call centre successfully. Our combination of talented sales staff, world class technology, insightful data analytics gives you a platform to rapidly capture new business, cost effectively. Contact us to discover why we are one of South Africa’s most trusted telesales channels.
Analytics
Velociti’s inhouse business intelligence team works closely with all our customers and their operations, processing high volumes of data into valuable business insights and opportunities. Use our analytics platforms to receive realtime reporting, bringing you closer to the operation, allowing you to respond swifter. We also offer a range of data services, from procurement, deduping, profiling, refreshing and validating.
Quality
Managing quality in a call centre requires a disciplined process driven approach. At Velociti, we put quality at the heart of all our operations. We have very stringent work-flows and processes that ensure the quality of the conversations that consultants have with your customers are of the best.
Our Quality department is integral in our continuous improvement programs and integrates into every facet of our operation.
Talk to us about how to use quality assurance to continuously improve your call centre operations.
Careers
Join the team – We are hiring!
Telesales
If you have a passion for sales, are extremely articulate, love to chat and have the drive to earn big commissions -
Customer Service
Love to help? Calm under pressure? Great listener? You could secure a position in our world class customer service operation.
Apply now
Leadership Positions
Have you managed a team before? Do you have great inter-personal skills and understand how people behave? Do you love to coach and mentor people, motivating them to reach new heights? If so, then a leadership position at Velociti could be your next big career move. Apply now to find out more.
We are passionate about the development of our people
Everyone – from phone consultants right up to the CEO – are provided with regular training and development opportunities designed to enhance personal performance and raise company productivity.
Our dedicated team of trainers and coaches provides valuable services such as leadership development, induction training, skills workshops, coaching, assessments, and more, all in the name of helping our people achieve their personal best – both for themselves, and for our clients.
Our HR team ensures we have the right consultant in the right seat at the right time. Their focus is to support staff throughout the entire span of their employment, covering everything from recruiting, to employee relations, performance management, and labour relations.
By offering this level of support and opportunity, Velociti attracts the crème of the crop from Durban’s extensive talent pool and boasts an extremely low attrition rate.
Velociti has provided me an abundance of opportunities over the past 7 years and continuing. The company has showed great confidence in me which has driven me to do better than the day before.
– Denzel Marimuthu - IT Manager
“From zero to hero with Velociti”
- Vuyisile Khoza - QA Team Leader“A family orientated business. Velociti has empowered me to overcome the challenges of life”
- Ajay Sookaloo - Campaign ManagerWHY OUTSOURCE TO DURBAN
Industry Related Websites.
Durban Rocks!
Competitive Call Centre Wages
South Africa’s labour costs are significantly lower than in the US and UK
Great Fluency in English and other major languages
Language can be a key barrier to off-shoring, especially for client facing processes such as customer support.
High Agent productivity
On average agents are working 168 hours per month and team leaders 175 hours per month. The statutory maximum is 195 hours per month (45 hours per week). This works out at 39 hours per week, which is roughly mid-way between the average working hours of UK agents (37.2) and Indian agents (43.3).
Great Cultural fit with US and UK
South Africa has historic trade relationships with many European countries, particularly the UK, Netherlands, France and the US.
Robust Technical infrastructure
South Africa is ranked 23rd in telecommunications development in the world. The country has approximately 4,92 million installed telephones and 4,3 million installed exchange lines. This represents 39% of the total lines installed in Africa. The network is almost wholly digital. Digital microwave and optical fibre serve as the main transmission media for the inter-primary network, interconnecting all major centres.
Competitive Call Centre Wages
South Africa’s labour costs are significantly lower than in the US and UK
Great Fluency in English and other major languages
Language can be a key barrier to off-shoring, especially for client facing processes such as customer support.
High Agent productivity
On average agents are working 168 hours per month and team leaders 175 hours per month. The statutory maximum is 195 hours per month (45 hours per week). This works out at 39 hours per week, which is roughly mid-way between the average working hours of UK agents (37.2) and Indian agents (43.3).
Great Cultural fit with US and UK
South Africa has historic trade relationships with many European countries, particularly the UK, Netherlands, France and the US.
Robust Technical infrastructure
South Africa is ranked 23rd in telecommunications development in the world. The country has approximately 4,92 million installed telephones and 4,3 million installed exchange lines. This represents 39% of the total lines installed in Africa. The network is almost wholly digital. Digital microwave and optical fibre serve as the main transmission media for the inter-primary network, interconnecting all major centres.
Contact Us
Postal Address:
P.O Box 50990, Musgrave, Durban, 4062
Physical Address:
67 KE Masinga Rd, Durban
John Hawthorne
CEO
Andre le Roux
HR Manager
Anusha Hansjee
Recruitment Manager