SOUTH AFRICA, INDIA, AND THE PHILIPPINES ARE TOP 3 IN LATEST REPORT
Out of 53 different offshore locations in customer experience, South Africa, India, and the Philippines came away as the top three front runners. ERC, one of the leading international BPO providers of customer experience solutions, has always believed in offering the best partnerships for clients.
According to the latest Front Office BPO Omnibus Survey conducted by Ryan Strategic Advisory, South Africa placed first amongst survey participants from the U.S. and Canada. This highly respected report highlights buyer’s preferences in the customer experience sector.
With locations in Durban, South Africa, Gurgaon, India, and expanding to the Philippines in the fall of 2021, ERC understands the demands of the global contact center market. Of all the options in the world, ERC selects locations that are world-class.
ERC first expanded to South Africa in 2017. Prior to getting to the top of the podium, South Africa was voted the second most attractive Business Process Outsourcing (BPO) location three years in a row.
“We identified South Africa as a huge opportunity for our clients,” said Stephanie Todd, Chief Strategy Officer of ERC. “We are a very nimble organization. We want to be in the best locations possible, but not only that, we select locations that align with our core company values.”
South Africa brings highly educated and motivated employees with exceptional work ethic. Their native English-speaking workforce has an amenable accent that allows for a positive customer experience. Just like our Dominican Republic nearshore sites, South Africa allows for a strong cultural alignment with the U.S., providing a strong brand experience for customers.
No matter the location ERC invests in their employees through tier-one amenities, wellness, and a career development program on all levels of our business.
“Being one of the first to successfully scale large US logos in Africa, we’ve been able to create an environment full of excitement,” said Marty Sarim, President and CEO of ERC. “What we have seen is if you give the local people enough education and experience, along with the resources to win, it’s really amazing to see what people in countries where we operate have achieved. We are excited to have this same approach in the Philippines.”
Andrew Smith, SVP of Operations, Outsourcing, has been hand-selected by Sarim to lead the launch of ERC’s newest site in Clark, Philippines. Smith brings more than two decades of experience to his role, including nearly ten years overseeing outsourcing in the Philippines.
“ERC has impeccable timing for this next phase of our business and our expansion to the Philippines,” said Smith. “The Filipino culture is extremely service oriented and is a big reason why it’s such an ideal operating location. I am excited to lead and work with our new team in Clark.”
ERC’s ubiquitous offerings allow for optimal solutions for the customer experience journey. ERC has been in the recovery and contact center industry for over 20 years. From the beginning, ERC has always been a nimble and innovative company pushing the limits on how to incorporate the latest technology into the customer experience journey.