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/

Starting with just one client, three employees and big dreams in 2005, Boomerang has proven to be reliable and adept at providing world-class BPO services. When asked about their growth journey thus far and what he believes the company’s future looks like after 19 years in business, Robert Joubert, CEO says; “we’re just getting started”.

Over the years, Boomerang has flourished in the BPO sector, growing its services to include a range of outsourcing functions, such as; Customer Experience, Human Resources, B2B Sales and even AI-enhanced services. This growth is what motivated Boomerang to undergo a rebrand – with the goal of modernising the logo and overall brand look-and-feel.

Says Robert, “This Brand Evolution will better reflect Boomerang’s commitment to excellence, innovation, and customer satisfaction – in 2024 and beyond”.

When choosing a new logo the team wanted something that  embodies Boomerang’s spirit of agility, adaptability and excellence in customer service delivery.

Speaking to lead designer, Charl du Plessis on the new logo concept, he explained; “In developing an alternative icon for Boomerang, we ventured into a design that merges the symbolic essence of a boomerang with the foundational structure of the letter “B.” This creative synthesis yields a bold and distinctive brand mark that naturally encapsulates the word ‘Boomerang,’ along with the imagery it evokes.”

“This icon stands out as a modern emblem, embodying a blend of sophistication and technological prowess”, says Charl. “Its strong visual impact and the clever integration of brand identity make it a compelling choice for Boomerang, offering a fresh, contemporary icon that communicates the company’s dynamic nature and its commitment to cutting-edge solutions. Additionally, this emblem’s versatility and boldness ensure it will be an effective tool in branding, capable of leaving a lasting impression across various media and scales, further enriching Boomerang’s market presence with a sense of refinement and tech-forward elegance”.

Alongside the new logo and bold new look – Boomerang plans to relaunch their website on 16 July 2024 at a brand new domain: www.boomerangbpo.com

Client Spotlight: 1Life Insurance, our client embarked on their journey in 2006, fuelled by a vision to revolutionise the insurance industry in South Africa. The aim for 1Life was to offer accessible, affordable, and customer-centric insurance solutions directly to South Africans.

As in many businesses, our client encountered challenges over time, in book growth and ensuring fair treatment of customers.

They aimed to expand their insurance book to reach a broader South African market while adhering to ethical practices. Addressing the insurance gap was crucial, but achieving these goals required assistance.

So the partnership between Boomerang and 1Life began, in July 2014 – with a shared dedication to transformation and delivering excellent customer service.

Here we look at 3 key factors that have lead to the success of this BPO partnership over the last 10 years:

1. Leveraging specialised expertise

Harnessing our specialised expertise in sales and contact centres, and expanding on our reach through collaboration – Boomerang has become top sales contributors, enhancing the client’s market position and reputation since the partnership began.

2 . Being dedicated to the customer

Boomerang stepped in to provide solutions for 1Life and its customers.

Through “making meaningful connections” – Boomerang teams across the business apply their understanding of the customer to deliver customer service excellence, consistently.

While always keeping the customer top-of-mind, Boomerang has maintained a good partnership with 1 Life, evolving and adapting as customer needs shift over time.

3 . Maintaining quality standards

Through training, certification and regular audits – Boomerang maintains quality standards in financial products. Maintaining these standards over a decade requires commitment to continuous improvement. With thorough vetting, on-going optimization, and effective communication, Boomerang has proven its role is crucial in achieving the objectives 1Life has.

https://www.facebook.com/watch/?v=287221444431894

Says Cherene Kotze, 1Life Account Manager, “Boomerang has been a leading partner, and I see no reason why they wouldn’t continue to do so in the future with us. Our partnership with Boomerang SA has been a journey of excellence, continually striving for quality and customer satisfaction. The absence of customer complaints underscores their exceptional approach to customer interactions.”

The partnership between Boomerang and 1Life reflects a true commitment to making meaningful connections, changing lives and mutual success through BPO.

Writer: Bob Jean-Jacques

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://www.boomerangmarketing.co.za/join-our-team/

BPESA

CapeBPO

Harambee Youth Employment Accelerator

City of Cape Town

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 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 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 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 SA visit; https://boomerangsa.zohorecruit.com/jobs/Careers

Artificial Intelligence in Contact Centres is unleashing the Power of Sentiment Analysis. Artificial Intelligence (AI) has catapulted itself into our world, and swiftly become a transformative force in the world of technology. After decades of slow progress we have reached a watershed moment – a “tipping point”, to borrow Malcolm Gladwell’s evocative phrase. The term ‘tipping point’ describes that critical juncture where the technology crosses the threshold and becomes not only embraced but widely adopted. ChatGPT, for instance, is testament to this phenomenon, becoming the fastest growing application in history.

In the context of contact centres, AI stands to revolutionise customer service offerings. This article explores the multifaceted functions of AI, with an emphasis on sentiment analysis and its growing role at BPO provider Boomerang BPO.

AI, as a simulation of human intelligence in machines, involves crafting algorithms that enable computing systems to perform tasks typically reserved for human intelligence. Intelligence itself, in psychological understanding, is a tapestry woven from two threads: these are its crystallized and fluid components.

Crystallised intelligence refers to the accumulation of knowledge, skills and facts amassed over a lifetime by an individual that are used to inform decisions. In this regard, AI enjoys an unprecedented advantage. It has access to a vast repository of data, and in the contact centre environment can draw not only on individual experience (as humans do) but from the pool of collective knowledge. Known as machine learning, AI systems can continuously learn and adapt as new data is integrated.

Fluid intelligence on the other hand refers to the capacity to reason, think logically and solve problems on the fly. It involves abstract thinking, pattern recognition and problem-solving that is not reliant on previously learned information. Strictly speaking, AI does not possess fluid intelligence in the same way that humans do, as AI systems lack the creativity and often the empathy required to deal with completely novel situations. That being said, AI can mimic certain aspects of fluid intelligence by recognizing patterns and making predications based on prior knowledge. However, this is more a product of statistical analysis than real fluid intelligence.

When we apply these insights to business process outsourcing and contact centres, AI is well-positioned to perform those functions that require crystallised intelligence, while the tasks that draw on fluid intelligence are best left to humans. The future lies in a symbiotic  partnership, with AI picking up the customer service tickets the resolution of which depends on comprehensive systems knowledge, and freeing up time and headspace for agents to manage those enquiries that need both human fluid problem-solving as well as empathy.

That said, cutting edge AI is fast becoming an invaluable personal assistant to contact centre agents with regards to the empathy space. This new frontier of the human/ AI partnership has materialized in  sentiment analysis, or the process of recognising emotions as expressed in text. Sentiment analysis goes beyond identifying words and phrases as either positive or negative and focuses on identifying the tone and emotional nuances within the text.

We spoke to Adriaan Hefer, the digital transformation leader at Boomerang. Adriaan says: “The main idea is to improve the customer journey. We use AI to do sentiment analysis and based on the sentiment, AI will suggest different responses. For example, in an email enquiry, our sentiment analysis software will suggest a response to the Bae (what Boomerang call its agents), and the Bae can edit it. Additionally, AI can be ‘listening’ to a chat conversation in the background, and suggest responses to the Bae.”

This is groundbreaking tech, and the system can triage customer support tickets to the most appropriate persons and teams depending on the urgency, the importance or relevance of the customer service ticket or the emotional sentiment of the customer.    The results are faster turn-around through improved productivity, less friction and a better customer journey and service experience overall.

Adriaan shares a success story, saying: “We have done a pilot with one of our clients, and it went very well. The client was looking to get more control over compensation to customers, so we built an AI model that governs compensation, after feeding in historical data that, via machine learning, it uses to make decisions. After evaluating progress, we keep the machine learning switched on and the AI makes better and better calls over time.”

The groundwork has been laid, and with the tipping point having been traversed, we can expect the use of AI in contact centres to balloon. For the team of Baes at Boomerang, this heralds a new era – a personal assistant for every Bae, a function that can draw on the collective experience as rendered into data and suggest solutions to many incoming enquiries. This virtual assistant stands ready to enhance not only efficiency but also the quality of interaction.

Additionally, sentiment analysis can function as an impartial observer, interpreting mood and feeling as these nuanced emotions emerge on the screen, offering invaluable interpretation that enhances the Bae’s understanding as they navigate the delicacies of customer service. With AI as the guide, human beings are better positioned to offer an enriched customer experience.

📆 Come join us at the #YouAndAI Event on 16 November 2023 to learn more about The Power of AI in Contact Centres: https://www.linkedin.com/events/you-and-ai7120287781607604224/

One thing that can certainly be said about Boomerang CEO Rob Joubert, is that he appreciates a great cup of coffee. 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 java 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