We are delighted to announce that Boomerang BPO has been honoured with the Top SMME BPO Operator award at the CapeBPO Awards 2025, and that our own Keith Dampies has taken home the individual accolade for Top BPO Support Professional (Operational Enablement & People Management Support). This double achievement marks a significant milestone as we celebrate two decades of delivering meaningful people connections – from Cape Town to global markets.

Boomerang BPO shines at CapeBPO Awards 2025 – Celebrating Excellence, South African-Style

Being recognised by the  CapeBPO Awards – an event dedicated to celebrating exceptional contributions within the BPO industry in the Western Cape and beyond – underscores the strength of our people-first culture, our operational excellence, and our commitment to sustained growth.
As a homegrown South African BPO operator with 20 years behind us, this award highlights that staying local and thinking global can be a winning strategy.

“Quality for us isn’t just a metric – it’s a mindset,” says our CEO, Robert Joubert. “No matter the size of the business we support, the same culture of care, clarity and continuous improvement applies.”
On the ground, Keith Dampies adds: “Our recruitment function’s goal is clear: empower people so that customers receive the best quality care. This award is for every team member who believes in that vision.”

Our approach in action

• Investing in people development: From our 309 learnerships (in recent years) to ongoing capability building, our commitment to talent underpins our growth.
  
• Client-centric operations: Whether local or offshore, we blend process discipline with a human touch, keeping clients delighted and teams motivated.
  
• Culture of innovation: Even as a 20-year-old business, we embrace change, new tech-enabled service models and shift from cost-driven to value-driven partnerships.
  

Looking ahead

Winning Top SMME BPO Operator and a top individual prize isn’t the finish line – it’s fuel for our next chapter.

 We’re using this momentum to:

• Expand our offshore footprint while maintaining South African roots
  
• Deepen our client portfolio with mid-market and global partners
  
• Continue evolving our employer brand to attract and retain the best talent
  
• Leverage our 20th anniversary to highlight our journey and what’s to come

Thank you

To every member of the Boomerang family – our BAEs, our leadership team, our clients and partners – this recognition is a result of your passion, grit and shared purpose.
 

Thank you for believing that meaningful people connections are not just words – they’re our business.

Here’s to the next 20 years of award-winning BPO solutions, straight from the mother city.

Want to learn how we deliver 20 years of sustainable success in the BPO space? Visit our contact us page and let’s start a conversation.

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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.

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

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.

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