At Boomerang BPO, we believe in making meaningful people connections – not just with our customers, but with the incredible talent entering the job market.

This week, we sat down with our Senior Recruiter, Keith Dampies, after he was part of the team representing Boomerang at CapeBPO‘s A Day of 1000 Opportunities – an inspiring event connecting young South Africans with career possibilities in the BPO industry.

Q: What was your impression of the event?

“It was energising. Events like this matter in a country like ours, where so many people are looking for their first break. It’s not just about recruitment, it’s about seeing potential, listening deeply and helping people believe in themselves. I found myself being able to encourage the attendees to look at the recruitment process differently, which led to really good conversations.”

Q: What questions did you hear most from the jobseekers?

“The biggest worry we hear? ‘But I don’t have work experience.’ And here’s the truth: life experience counts. Maybe you’ve looked after family, hustled through tough times, helped out in your community, or figured things out on your own – that’s real. That shows resilience, heart, and problem-solving skills.”

Q: What advice would you give to young people hoping to join Boomerang BPO?

Bring your whole self. We want to see you – not just your CV. If you’ve got a Matric (NQF Level 4 equivalent ) and at least a bit of contact centre experience, that’s a great start. But what really makes you shine is your vibe: your energy, how you communicate, how you listen, and how you show up for others. We can teach you the systems, but we can’t teach heart.”

“And hey, don’t stress about interviews. Think of them as a two-way chat. Be curious, ask questions, and just be real. That kind of authenticity? It goes a long way.”

Q: Why is it important for recruiters and leaders to show up at youth-focused events like this?

“Because showing up matters. When you come from a background where opportunities feel out of reach, seeing someone who listens, encourages, and believes in your potential, that moment can change everything. That’s what human-centred recruitment is all about. And it’s what we strive for at Boomerang.”

We’re proud to have leaders like Keith representing our team and connecting with the next generation of talent. To the young people we met – we see you, we believe in you and we’re rooting for your growth.

Interested in starting your career with Boomerang? Visit our Careers page for openings, and don’t hesitate to reach out. Your journey starts with one meaningful conversation.

Established in 2005 in Cape Town, South Africa, Boomerang BPO has emerged as a trusted provider of business process outsourcing and contact center solutions. Their commitment to exceptional customer experience (CX) is underpinned by core principles that include target-driven performance, professionalism, respect, integrity, and having fun. These values not only define their organisational culture but also make them an ideal BPO partner.

Value #1 Target-Driven Performance

Boomerang’s focus on achieving measurable results ensures that client objectives are met with precision. Their full-stack BPO services encompass specialised knowledge, state-of-the-art technology, and efficient procedures, all aimed at delivering comprehensive solutions. This dedication to performance has led to collaborations with multinational consumer brands, resulting in unparalleled Trustpilot and Customer Satisfaction scores through customised campaigns that exceed expectations.

Value #2 Professionalism

Professionalism at Boomerang is reflected in their adherence to global standards and best practices. As an ISO/IEC 27001:2022 and ISO 9001:2015 certified company, they offer a 100% quality assurance guarantee, ensuring that services are delivered with the highest level of excellence. Their proven track record, over 20 years, showcases their reliability and commitment to maintaining industry-leading standards.

Value #3 Respect

Respect is integral to Boomerang’s people-centric attitude and organisational culture. Recognising employees as the heart, mind, and body of the organisation, they foster an organisational structure that cultivates passion and authenticity. This environment not only enhances employee satisfaction but also translates into meaningful people connections and exceptional customer support for clients.

Value #4 Integrity

Operating with integrity, Boomerang ensures compliance with strict GDPR and privacy operational policies. As an authorised Financial Services Provider, they maintain transparency and honesty in all client interactions. Their commitment to ethical practices builds trust and reinforces their reputation as a reliable BPO partner.

Value #5 Having Fun

At Boomerang, having fun is more than just a value; it’s a vital part of their culture. The Boomerang BAE Team Culture embodies values of fun, commitment, and excellence, creating experiences rather than just delivering services. This distinctive approach contributes to award-winning support, exceptional satisfaction ratings, and a team that’s passionate and ready to help businesses succeed.

Hosting regular employee engagements and ensuring the BAEs enjoy a good “Work-Fun” balance has been integral to Boomerang’s happy office environment.

Overall, Boomerang BPO’s unwavering adherence to their core principles makes them a standout partner in the BPO industry. Their dedication to performance, professionalism, respect, integrity, and a fun-filled culture ensures that clients receive not only exceptional services but also a partnership built on shared values and mutual success. It is thus no surprise that the most common compliment the company receives is often related to “company culture”.

-end

On Friday, 17 January, Boomerang BPO hosted its annual Career Open Day in Cape Town—a resounding success with over 200 attendees. This event exemplifies how initiatives like these can bridge the gap between youth and employment opportunities in South Africa.

South Africa faces a youth unemployment crisis, with only 40% of individuals aged 15–25 employed, says Stats SA

This challenge, exacerbated by the pandemic, is worsened by a mismatch between the skills taught in schools and those demanded by employers, particularly in soft skills like communication and problem-solving.

Boomerang’s Career Open Day and Learnership Programmes directly address this gap. Young individuals like Gabieba Rykliff, Mbhali Singile, and Mikaiel Jacobs previously shared inspiring stories of how these opportunities prepared them for the workforce, helping them overcome barriers like lack of experience and access to mentorship.

Beyond recruitment, Boomerang fosters personal and professional development in a fun, growth-oriented work environment. As Mikaiel advises peers: “Stay motivated, keep applying, and work towards getting your foot in the door.”

The event’s success reflects the company’s commitment to empowering South Africa’s youth through meaningful people connections and career pathways. “By aligning skill-building initiatives with employer needs and encouraging a mindset shift around entry-level roles, we can create lasting change for our future workforce”, comments {quote by Jacqui, HR}.

Following the Career Open Day at Boomerang, attendees are given an opportunity to apply for entry-level roles in Customer Service or Sales, as well as the Boomerang Learnership opportunity.

“I attended an open day at Boomerang on the 17th January 2025 and I must say what a great experience that was. I left feeling energized and ready to face the journey of job hunting with a positive mind knowing there are companies like Boomerang whose main focus is the well-being of employees so they can better take care of their clients” – Nontando Maqashu

As an organisation we will continue to drive opportunities, bridge skill gaps, and reduce youth unemployment across Cape Town and beyond. Should you be interested in joining our company, be sure to visit our careers page and apply today: https://boomerangbpo.com/

#BoomerangCareerDay2025

With it being Women’s Month in South Africa, Women Advancement in the workplace is quite a hot topic and we’re getting into it. Speaking to Boomerang BPO’s new Head of HR, Jacqueline Kallis – HR Professional, we find out what career opportunities the BPO industry can offer to women in South Africa.

Jacqueline has over 18 years experience in HR and has some great insights to share with other women looking to grow in their careers.

Q1.      What kind of career growth opportunities are available in the BPO industry, and more specifically at Boomerang?

Boomerang as a globally recognized BPO, is committed to fostering diversity in the workplace which includes leadership development and career advancement of women in leadership.

Boomerang proudly advocates gender equality in the workplace, whereby close to 69% of employees are female and close to 12% are occupying middle/senior management roles.

These statistics echoes our commitment to women in leadership, to foster a more inclusive and innovative work environment, where everyone can thrive!

It is no wonder that Boomerang’s women leaders have received awards for their exceptional contribution in the company and the BPO Industry as a whole.

Q2. What type of skills, talents and resources do women typically add to the workplace?

Boomerang is of a strong opinion that women leaders contribute significantly to shaping an inclusive organisational culture and brings a stronger sense of collaboration, empathy, and innovation in the workplace, which are crucial in the fast-paced and competitive BPO industry.

Q3. What are some things Boomerang does to help women employees grow and reach their goals professionally?

At Boomerang we believe that women leaders serve as role models and inspiration for other women within the company.  Their success stories encourage aspiring female professionals to aim for leadership roles and break through any existing barriers.

Boomerang embarks on continuous coaching, mentoring and skills development opportunities with identified consistent top performers in the company.  We believe that our employees are our greatest asset, therefore invest as much as possible in fostering a learning culture with an opportunity to grow within the company rather than seek promotional opportunities elsewhere.  For this reason, Boomerang also launched its own Learning Academy, which provides classroom or self-study training on many different topics and subjects for all levels of skills.

Q4. Can you give any tips and advice for women who work in this industry?

The BPO industry is a dynamic and demanding environment, therefore the ability to adapt to rapid changes with resilience is one of the most important aspects.

It is imperative that you maintain a mindset of continuous learning and seek opportunities for development, which includes identifying mentors to soak up their experience and skills.

Perseverance will absolutely pave the road for women in achieving their career goals.

Most importantly to all the women out there, don’t be afraid to showcase who you are and your accomplishments.

Celebrate your success not just as a Woman; but as a worthy rival and advocate for Women’s Rights in the world of business!

About the team: https://boomerangbpo.com/about-us/

The disconcerting reality is that while half of South Africa’s population is under the age of 30, a mere 40 percent of people between the ages of 15 and 25 are employed. This was exacerbated by the Covid-19 pandemic, which had a disproportionate effect on young people and employment. While the country realigns after that pandemic, there is another, more chronic and significant contributor to youth unemployment, and that is the mismatch between school-leavers skills and those required by employers.

While literacy and numeracy remain problematic in the SA education system, it is the decline in soft skills, problem-solving, networking and leadership that remain concerning. If addressed could improve job prospects. Addressing this misalignment between acquired skills and employer needs is crucial for improving job prospects.

Through conversations with young South Africans who recently secured employment at a BPO contact centre, it became evident that initiatives like the Boomerang Learnership programme are instrumental in bridging the gap between education and employment. Despite the obstacles, their stories reflect resilience and determination to enter the workforce.

Gabieba Rykliff, 22, discovered the Boomerang offices after she visited the local home affairs office next door. The fortunate coincidence resulted in her registering with the BPO’s Learnership programme and securing permanent employment as a Bae (agent) in Boomerang customer service.

Asked about the mismatch that can occur between school-leaving skills and those required by employers, she says: “That’s so true, I noticed this in the interviews I attended. Also, there was a steep learning curve for me in getting comfortable over the phone. It was fortunate that I had the benefit of the Boomerang Learnership to prepare me.”

Gabieba reflected on the current state of youth unemployment in Cape Town, saying that in her view many young people are unwilling to start at the bottom and work their way up, that they want the high salary on day one. This could possibly be another unfortunate consequence of too much social media, in that young people see the results and influencer hype but not the work put into achieving those results.

Mbhali Singile is 22-years-old and has just begun working at Boomerang, this “being her first job ever,” she says with enthusiasm. She continues: “It was very difficult looking for a job, it took months and I found the experience draining what with the lack of responses. I also found that getting past the ‘you need experience’ hurdle was difficult, which is why the Learnership at Boomerang was so useful. It lowered the bar to getting that essential experience and prepared the way for a job in the contact centre.”

Mikaiel Jacobs is another young person who found his way into permanent employ by joining the Boomerang Learnership programme.

He too found entry into the working world challenging, having started out in retail, which seemed to him the only available option. Mikaiel says: “It’s hard to pursue a vocation straight out of school with the opportunities in South Africa.”

He too made use of the Learnership to get a foot in the door as it were, and is now employed in customer service. Mikaiel’s advice to other young people just getting started is: “Stay motivated, keep applying and don’t get overly worried about whether you get a reply or not. Just get one door open and another will open for you.”

He echoes the comments of others in saying: “There is definitely a gap between what is learned in schools and what is asked for in jobs.” That is especially so in the contact centre environment, where soft skills are paramount to good performance.

In conclusion, addressing youth unemployment in South Africa requires a multifaceted approach that focuses on enhancing both technical and soft skills among young people. Initiatives like apprenticeships and learnership programmes can provide valuable experience and better prepare individuals for the demands of the job market.

Additionally, there needs to be a shift in mindset among young people regarding entry-level positions and the importance of gaining experience to advance in their careers. By aligning skills with employer needs and fostering a culture of continuous learning and adaptation, the youth of South Africa can unlock greater opportunities for meaningful employment.

To apply to become a Bae at Boomerang see vacancies and apply here: https://boomerangbpo.com/about-us/

And for other resources to learn about BPO and how it is supporting youth unemployment in South Africa, visit:

BPESA

CapeBPO

Harambee Youth Employment Accelerator

City of Cape Town

Writer: Bob Jean-Jacques

The Boomerang Open Day event was aimed at unemployed youth, says Farhaana Safar, Campaign Manager and Recruitment Specialist at Boomerang. It is a key focus area for Boomerang to provide a platform for passionate, young job seekers to explore various career opportunities and connecting them to such opportunities in a fun, dynamic, ever-growing company. At the #BoomerangSA Career Open Day, attendees heard from different campaign leaders and teams within the company about the different BPO jobs available at Boomerang. Those in attendance also got to learn about various aspects of customer service directly from the baes.

The Open Day sessions were structured to enhance participants’ understanding of the company, equipping them with the necessary information to pursue a career path that suits them.

Additionally, representatives from departments across the company were present at the event offering their perspectives and looking out for suitable candidates to grow their own teams.

This event created an opportunity for BPO job-seekers to network with professionals and discuss potential career paths. Additionally, the open day provided attendees with an opportunity to showcase their personalities to the HR team at a fast-growing company looking to recruit young talent.

Speaking about the success of the Career Open Day, Farhaana Safar said; “The open day was a smashing success! When hiring online, we typically assess candidates based on their CVs and experience, which can sometimes cause us to overlook individuals with fantastic personalities but little experience. However, the open day allowed us to seek out top talent based on their personalities and the positive energy they exuded. It was incredibly rewarding to see that many of the individuals who made it through our first round of interviews were those without extensive experience. With a tremendous turnout, we managed to meet with every single candidate. This just proves that the top performers in any company often begin their journey from square one”.

The BPO industry has a significant positive impact on South Africa’s employment market and accounts for billions of Rands in revenue from foreign countries like the USA, Australia and the UK – as South Africa continues to be a cost-effective, high quality solution for BPO services to overseas companies.

Boomerang being at the forefront of the industry is able to  consistently create jobs and learning opportunities with its internal policies, which are all geared towards offering young people a fun, working environment that offers career growth and personal development.

Skills learnt in BPO jobs – for example, customer service roles, like communication, active listening, problem solving, patience and adaptability (to name a few) are essential in crafting professionalism across industries and jobs.

By hosting events like the open day Boomerang stands firm in its purpose to help young people grow and learn through exciting work experiences that can kick-start their careers and ultimately, make meaningful strides in reducing youth unemployment in South Africa.

For more info on Career Opportunities at Boomerang visit our About Page

One thing that can certainly be said about Boomerang CEO Rob Joubert, is that he appreciates a great cup of java. So much so that when Rob encountered barista Charles Ngwarai upstairs in Maynard mall, he invited Charles to move his business, lock, stock and barrel, onto the Boomerang premises. So the best coffee in Cape Town can now be found at Boomerang.

The barista relocated to the Boomshack, which is a purpose built food wagon setup in the Boomerang common area, where Baes gather for lunch and now, to appreciate the excellent coffee that, for some, is just what’s needed to get fired up in the morning.

Charles was enthusiastic about the move. He says: “Almost 70 percent of my customers upstairs were coming from Boomerang, so I had gotten to know many of the people already. It’s great now that we are here, and Boomerang Baes are loving the coffee and breakfast we offer”.

“I also do barista training, as it helps people to get jobs where they can show they are bringing extra value into companies. Nowadays, you need to bring something extra, like a certificate that shows you can make a good coffee.”

One of Charles’ trainees, Sam Moya, is his assistant and explains: “A good coffee requires deep knowledge about what you are doing, and a good barista can test the taste, the smoothness, the acidity and the sweetness. The base is always an espresso, so when you get that right, the rest flows.”

Charles, who has been a barista for over eight years, describes his work as a passion. He says: “The more you do one thing, the more personal it gets, and it’s about enjoying what I’m doing every day. I’m living my dream.”

The best part of the day for Charles and Sam is the morning, as that’s when the coffee demand is up, and the business is brisk.

Visit Charles’s Business Page on Facebook: https://www.facebook.com/nulyfecoffee

And if you’d like to support a small business who really does make the “Best Coffee in Cape Town” – you can visit us

Freedom Day in South Africa marks the beginning of a new era, a watershed moment that ended the institutionalised racism that denied basic human rights to the majority of our population, rightfully making our country a pariah on the world stage.

Freedom Day, commemorated every year on April 27, is the anniversary of South Africa’s first free and fair democratic elections. It is a day that reminds us of the first buds of new hope for South Africa. Thing is, with new buds, they need constant attention and good proactive care to nurture them into glorious flower.

Therefore, while hope underscores our intentions for our country, it is pertinent to remember also a now famous quote from filmmaker James Cameron, who said: “Hope is not a strategy, luck is not a factor,” probably in getting one of his huge projects off the ground. This does have some validity, as it is meant to express the notion that action is more important than inspiring words.

As such, the inspiration to us all on this day is to engender hope through unity, then to build on that hope with real concrete plans as to how we intend to make South Africa a better place for all.

Happy Freedom Day!

“Good-bye agents, Hello Baes”. We are focused on building meaningful connections with our customers. There is much hype about the Metaverse and advancements in AI technologies (just consider recent developments in ChatGPT’s optimised language model for chatbots).  Boomerang’s clients already derive many benefits from advancements in modern cloud and CRM technologies.

Systems to manage workflows, enable self-service options, reduce customer effort, reduce wait, and ticket handling times, sentiment analysis, management information on the fly. One could almost be seduced by all the new and sexy tech into believing that AI will be some sort of silver bullet for delivering great CX.

However, when it comes to solving complex personal issues or providing empathy and care, nothing can replace the human touch. That’s why, at Boomerang, we no longer use the term ‘agent’ which implies a lack of engagement and connection – instead focusing on building meaningful connections with our customers through our team of ‘Baes’.

Bae, an acronym for ‘Before Anyone Else’ and a term of endearment, has been around in popular culture long enough to be universally understood. Our Baes love being called Baes instead of “agents”. They feel even closer to the community we have fostered at Boomerang.

Boomerang Bae Jean-Pierre Myburgh comments that though the acronym BAE usually stands for ‘Before Anyone Else’ he interprets it as ‘Before Anything Else’ as he has discovered through his own experience, he says, “that at Boomerang SA we prioritise our Baes before anything else, and this is the key ingredient that fosters a culture of trust.”

We are committed to creating an environment where our team feels appreciated, valued, and respected – and that’s why we’ve changed the term ‘agent’ to ‘Bae’. Our customer contact team members are not just employees – they are Baes who take pride in connecting with our customers on a deeper level.  In this post, I will explain why this shift in terminology is so important for us as a company, and how it will help create a culture of service excellence.

Our Baes are not just agents, they’re special people who make the effort to build meaningful relationships with our customers and who are empowered with the tools necessary to offer personalised experiences that go beyond the box. We believe in equipping our Baes with the necessary resources so they can truly engage with and find solutions for our customers. Our contact centre provides the technology, processes, as well as the training and development opportunities to enable our Baes to be the best they can be.

 At Boomerang, we believe that valuing people should be at the centre of all we do – which is why making this change in terminology is so important to us as a company. We want our Baes to feel appreciated for their hard work and dedication, as well as empowered to provide exceptional services through genuine human connection. We also want them to take pride in being part of #TeamBoomerang. Ultimately, this shift will help us foster a positive working environment for our staff, allowing us to create lasting relationships with customers based on trust, respect and quality service delivery.  Our Baes are empowered to go above and beyond in customer service – meaning better service overall for our customers.

To learn more about how Boomerang SA can support your brand in delivering excellent customer service experience (CSX) please contact us or request a case study.

Get in Touch Today | Boomerang