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.

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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.

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

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