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Champion
Challenger

Trusted by some of the fastest-growing companies around
the world to disrupt the traditional model of Customer Service provision.

Trusted by some of the fastest-growing companies around the world to disrupt the traditional model of Customer Service provision.

Even before COVID-19 Quantanite always believed
in challenging the status quo of Customer Service provision.

Even before COVID-19 Quantanite always believed in challenging the status quo of Customer Service provision.

The global pandemic of 2020 highlighted the shortcomings of the traditional models, with many brands struggling to deliver a standard of customer service worthy of
the name for most of the year.

Whether due to over-reliance on a single service provider who had to balance the needs of multiple clients while trying to keep their own business going during the
turbulent times in the middle two quarters of the year, or total dependence on office-bound teams working cheek-by-jowl, companies that once prided themselves on
the quality of service delivered to their brand patrons faced a new, painful reality.

From the perspective of how service is delivered, the pandemic also accelerated the shift of balance between humanity and digital that was well underway already.
Early adopters of digital solutions were far better protected from the impact of the dramatic changes of 2020, so many more companies are now also accelerating their
digital agendas.

The global pandemic of 2020 highlighted the shortcomings of the traditional models, with many brands struggling to deliver a standard of customer service worthy of the name for most of the year.

Whether due to over-reliance on a single service provider who had to balance the needs of multiple clients while trying to keep their own business going during the turbulent times in the middle two quarters of the year, or total dependence on office-bound teams working cheek-by-jowl, companies that once prided themselves on the quality of service delivered to their brand patrons faced a new, painful reality.

From the perspective of how service is delivered, the pandemic also accelerated the shift of balance between humanity and digital that was well underway already. Early adopters of digital solutions were far better protected from the impact of the dramatic changes of 2020, so many more companies are now also accelerating their digital agendas.

Quality
Customer
Service

Flexibility
and Agility

So what is Quantanite’s challenger model
and what does it mean to you and your business?

So what is Quantanite’s challenger model and what does it mean to you and your business?

Our challenger model is aimed at providing you with an option that challenges your
incumbent service provider or inhouse team. It’s a complementary solution rather
than an alternative one. By introducing a discrete, but connected Customer Support
environment for a proportion of your overall CX estate, you will have an extra live
environment for load balancing the service, enhanced risk mitigation, an
opportunity to incubate new digital solutions or try out new service or commercial
models.

All of this and more can be achieved without jeopardising overall service delivery,
and new solution elements can be introduced to the wider service in a risk-free
manner. This approach to service delivery enables businesses to have the
opportunity to benchmark their existing in house or outsourced solutions against an
alternative provider with, and introduce new levels of flexibility and agility to the
service model.

Our challenger model is aimed at providing you with an option that challenges your incumbent service provider or inhouse team. It’s a complementary solution rather than an alternative one. By introducing a discrete, but connected Customer Support environment for a proportion of your overall CX estate, you will have an extra live environment for load balancing the service, enhanced risk mitigation, an opportunity to incubate new digital solutions or try out new service or commercial models.

All of this and more can be achieved without jeopardising overall service delivery, and new solution elements can be introduced to the wider service in a risk-free manner. This approach to service delivery enables businesses to have the opportunity to benchmark their existing in house or outsourced solutions against an alternative provider with, and introduce new levels of flexibility and agility to the service model.

Companies utilise our champion challenger
model for the following reasons:

Companies utilise our champion challenger model for the following reasons:

They are unsure whether their existing solution is delivering the best value or best standard of Customer Service

Mitigating the risk of services currently delivered from a single location

Testing a new line of service provision to its customers

Improving service flexibility to better manage peaks and troughs of demand

Trying out new digital solutions before wider adoption

Checking their existing internal or outsourced processes and benchmarking the alternatives

Streamlining their internal process to enable cost efficiencies and optimal services

The Quantanite Differentiation

Location

The traditional centres of gravity for outsourced Customer Experience, such as the Philippines, are becoming saturated. This leads to high attrition rates, as agents
move from company to company, and cost escalation as more and more firms compete for experienced resources.

Quantanite looked for locations where we could source highly skilled agents and analysts, where the costs are low, the political environment is stable and the
infrastructure secure. Good quality English language skills with neutral accents were also a significant consideration for front office services, along with access
to multilingual skills if required.

At Quantanite we understand the importance of having the best staff in the best location based on the services to be offered. We therefore selected Bangladesh for
back office data services and South Africa for front office voice services.

The traditional centres of gravity for outsourced Customer Experience, such as the Philippines, are becoming saturated. This leads to high attrition rates, as agents move from company to company, and cost escalation as more and more firms compete for experienced resources.

Quantanite looked for locations where we could source highly skilled agents and analysts, where the costs are low, the political environment is stable and the infrastructure secure. Good quality English language skills with neutral accents were also a significant consideration for front office services, along with access to multilingual skills if required.

At Quantanite we understand the importance of having the best staff in the best location based on the services to be offered. We therefore selected Bangladesh for back office data services and South Africa for front office voice services.

Why South Africa

South Africa is one of the most favored outsourcing destinations and with good reason. The
country’s central location has enabled businesses to provide 24/7 customer service to its
customers, its ability to offer a steady stream of first language English, hard-working, highly
educated employees is why businesses now make this there outsourced location of choice.

Whilst English is the de facto language of business and government, South Africa offers a rich
cultural and linguistic diversity. Our multilingual staff has native or near-native abilities in Dutch,
German, French, and Italian, with a neutral accent and an innate cultural affinity with customers,
especially those in the UK and US with whom they share many cultural references.

South Africa is one of the most favored outsourcing destinations and with good reason. The country’s central location has enabled businesses to provide 24/7 customer service to its customers, its ability to offer a steady stream of first language English, hard-working, highly educated employees is why businesses now make this there outsourced location of choice.

Whilst English is the de facto language of business and government, South Africa offers a rich cultural and linguistic diversity. Our multilingual staff has native or near-native abilities in Dutch, German, French, and Italian, with a neutral accent and an innate cultural affinity with customers, especially those in the UK and US with whom they share many cultural references.

Skills availability

Thanks to a university system that rivals that of the UK, over 2 million South Africans hold a degree
or diploma. The high standard of degree-level education and readily available, specialized training,
delivers a steady stream of top-quality labor allowing for a higher level of BPO services to be
delivered.

Thanks to a university system that rivals that of the UK, over 2 million South Africans hold a degree or diploma. The high standard of degree-level education and readily available, specialized training, delivers a steady stream of top-quality labor allowing for a higher level of BPO services to be delivered.

Why Bangladesh

Over the last few years, Bangladesh has gained worldwide attention as a leading destination for
tech-enabled customer service. Thanks to its helpful, technically adept workforce and robust IT
infrastructure, Bangladesh has become one of the fastest-growing and global economies.

With our teams of professionals situated in Dhaka, we are able to work with some of the biggest
and fastest-growing companies in the world. This strategic location provides both the
University-educated staff required to provide the level of quality that we expect and you demand,
but also the technological infrastructure to support all your digital support services 24/7.

Over the last few years, Bangladesh has gained worldwide attention as a leading destination for tech-enabled customer service. Thanks to its helpful, technically adept workforce and robust IT infrastructure, Bangladesh has become one of the fastest-growing and global economies.

With our teams of professionals situated in Dhaka, we are able to work with some of the biggest and fastest-growing companies in the world. This strategic location provides both the University-educated staff required to provide the level of quality that we expect and you demand, but also the technological infrastructure to support all your digital support services 24/7.

Development & Quality Assurance

We believe in the principles of continuous training, high-quality assurance, core values, and a methodology that enables us to promote our staff
within. These values and methodology enable us as your partner of choice to offer a best in class service to your customers and additionally
enable us to maintain a low churn rate that rivals our competition.

Our pathway to employee success goes through six simple stages of hiring to succeed, preparing to succeed, providing meaningful support,
continual development, clear career directions, and a positive working environment.

We believe in the principles of continuous training, high-quality assurance, core values, and a methodology that enables us to promote our staff within. These values and methodology enable us as your partner of choice to offer a best in class service to your customers and additionally enable us to maintain a low churn rate that rivals our competition.

Our pathway to employee success goes through six simple stages of hiring to succeed, preparing to succeed, providing meaningful support, continual development, clear career directions, and a positive working environment.

Our staff’s continuous training and development are what enable Quantanite to assist you in your continual growth and optimized customer
engagement. With our continuous training and feedback methodology, we are able to ensure that our staff provides a tailored and optimized
customer service experience that you strive for.

In conjunction with our collaborative in-house training, our QA methodology provides a working model that enables us to raise the bar on what
should be achieved by an outsourcing partner.

Our staff’s continuous training and development are what enable Quantanite to assist you in your continual growth and optimized customer engagement. With our continuous training and feedback methodology, we are able to ensure that our staff provides a tailored and optimized customer service experience that you strive for.

In conjunction with our collaborative in-house training, our QA methodology provides a working model that enables us to raise the bar on what should be achieved by an outsourcing partner.

Training

New members are enrolled into the google classroom to train for the
assignment. They receive an orientation of the academy and walk through
the training materials; guidelines, video tutorial, example images over a
planned and scheduled period of one or two week with periodic Q&A
sessions and Quizzes.

New members are enrolled into the google classroom to train for the assignment. They receive an orientation of the academy and walk through the training materials; guidelines, video tutorial, example images over a planned and scheduled period of one or two week with periodic Q&A sessions and Quizzes.

On-going Development

Once new members are trained and deployed to assignments, they are
re-trained and coached to improve their professional growth and delivery.
We now use the google classroom to conduct training sessions, quizzes,
workshops and Q&A sessions in frequent intervals to ensure everyone is
aligned and continuously improving.

Once new members are trained and deployed to assignments, they are re-trained and coached to improve their professional growth and delivery. We now use the google classroom to conduct training sessions, quizzes, workshops and Q&A sessions in frequent intervals to ensure everyone is aligned and continuously improving.

Feedback Loop

Quality Assurance

We believe our partners deserve the best in class quality which
is why the goal for us is simple – champion the last 2% of the quality score!

We believe our partners deserve the best in class quality which is why the goal for us is simple – champion the last 2% of the quality score!

Quality/Compliance

At Quantanite, our quality management
philosophy consists of three key principles:

• Engaged advisors and Management,
• Premiere Customer Experience,
• Brand Awareness.

At Quantanite, our quality management philosophy consists of three key principles:

• Engaged advisors and Management,
• Premiere Customer Experience,
• Brand Awareness.

QA Framework

Our QMS framework offers three tailored models, so you can choose
the one(s) best placed to drive improvements at your organization.

• Volume Sampling
• Multi-Tier Model
• Sentiment Analysis

Our QMS framework offers three tailored models, so you can choose the one(s) best placed to drive improvements at your organization.

• Volume Sampling
• Multi-Tier Model
• Sentiment Analysis

Quality Assurance

• HIgh quality coaching and best practices
• Ongoing feedback sessions
• Joint monitoring sessions

QA Methodology

• We gather data and implement technology and process changes
• We partner with you to roll out feedback loops
• We do ongoing training to enhance focus areas