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Champion
Challenger

Trusted by some of the fastest-growing companies around the world

Trusted by some of the fastest-growing
companies around the world

We believe in challenging the status quo.
Let’s make customer service better.

We believe in challenging the status quo. Let’s make customer service better.

2020 exposed massive shortcomings in traditional customer service models as many brands failed to meet the rising demands of their customers.


The pandemic accelerated the shift from human to digital consumerism that was well underway already, and companies that once prided themselves on the quality of
their service faced a new, painful reality.


Early adopters of digital solutions were far better protected from these dramatic changes and their impacts – the key reason why so many others are now also
accelerating their digital agendas.

2020 exposed massive shortcomings in traditional customer service models as many brands failed to meet the rising demands of their customers.


The pandemic accelerated the shift from human to digital consumerism that was well underway already, and companies that once prided themselves on the quality of their service faced a new, painful reality.


Early adopters of digital solutions were far better protected from these dramatic changes and their impacts – the key reason why so many others are now also accelerating their digital agendas.

Quality
Customer
Service

Flexibility
and Agility

Quantanite’s challenger model

Quantanite’s challenger model

Our challenger model is aimed at providing you with a way of challenging your
incumbent service provider or in-house team. It’s a complementary solution rather
than an alternative one. By introducing a discrete, connected customer support
environment for a proportion of your overall CX estate, you will have an extra live
environment for balancing the service loads, enhanced risk mitigation, an
opportunity to incubate new digital solutions, and try out new service or
commercial models.


All of this and more can be achieved without jeopardizing overall service delivery,
and new solution elements can be introduced 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, and
introduce new levels of flexibility and agility to the service model.

Our challenger model is aimed at providing you with a way of challenging your incumbent service provider or in-house team. It’s a complementary solution rather than an alternative one. By introducing a discrete, connected customer support environment for a proportion of your overall CX estate, you will have an extra live environment for balancing the service loads, enhanced risk mitigation, an opportunity to incubate new digital solutions, and try out new service or commercial models.


All of this and more can be achieved without jeopardizing overall service delivery,
and new solution elements can be introduced 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, and introduce new levels of flexibility and agility to the service model.

Why companies use our
champion challenger model:

Why companies use our champion challenger model:

Improve customer service standards

Maximise return on investment

Mitigate risk from one sole provider

Modernize outdated methods

Improve service flexibility

Better manage peaks and troughs in demand

Test digital solutions before wider adoption

Evaluate existing internal or outsourced processes

Streamline operations

What makes Quantanite different?

Location

Traditional outsourced customer experience hubs, such as the Philippines, are becoming saturated. This has created 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 with highly skilled agents and analysts, where costs are low, the political environment is stable and the infrastructure secure. Good
quality English language skills with neutral accents were 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 to deliver the best services. We therefore selected Bangladesh for back office
data services and South Africa for front office voice services.

Traditional outsourced customer experience hubs, such as the Philippines, are becoming saturated. This has created 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 with highly skilled agents and analysts, where costs are low, the political environment is stable and the infrastructure secure. Good quality English language skills with neutral accents were 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 to deliver the best services. 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 and quality assurance

We believe in the principles of continuous training, high-quality assurance and promoting our staff from within.
Our values and methodology enable us to offer a best-in-class service to your customers and maintain a low turnover rate.
Our pathway to employee success goes through six simple stages: 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 and promoting our staff from within.
Our values and methodology enable us to offer a best-in-class service to your customers and maintain a low turnover rate.
Our pathway to employee success goes through six simple stages: Hiring to succeed, preparing to succeed, providing meaningful support, continual development, clear career directions, and a positive working environment.

We recognize our staff are crucial to assisting your continual growth and optimized
customer engagement. With our continuous training and feedback methodology,
our people are empowered to provide the tailored and optimized customer service
experiences that you strive for.


Our QA methodology also provides a working model that enables us to continually
raise the bar on what should be achieved by an outsourcing partner.

Feedback Loop

We recognize our staff are crucial to assisting your continual growth and optimized customer engagement. With our continuous training and feedback methodology, our people are empowered to provide the tailored and optimized customer service experiences that you strive for.


Our QA methodology also provides a working model that enables us to continually raise the bar on what should be achieved by an outsourcing partner.

Feedback Loop

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 and example images over a
planned and scheduled period of one or two weeks, 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.

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 and example images over a planned and scheduled period of one or two weeks, 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.

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

Our quality management philosophy
consists of three key principles:


• Engaged advisors and management

• Premiere customer experience
• Brand awareness

Our quality management philosophy consists of three key principles:


• Engaged advisors and management

• Premiere customer experience
• Brand awareness

QA Framework

Our QA 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 QA 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 informed, innovative process changes
• We partner with you to roll out feedback loops
• We promote ongoing training to enhance focus areas

Latest Ebook

Adopting omnichannel
customer service:

The technologies
and people you need.

In this e-book, we cover basic to advanced topics about how to
create a best of breed customer satisfaction team, as well as how
to evaluate opportunities within your organization for ongoing
optimization.


This e-book is essential for anyone involved in an organization’s
customer engagement team or Center of Excellence setup.

In this e-book, we cover basic to advanced topics about how to create a best of breed customer satisfaction team, as well as how to evaluate opportunities within your organization for ongoing optimization.


This e-book is essential for anyone involved in an organization’s customer engagement team or Center of Excellence setup.