Our contact centre offers expert customer service and sales assistance, as well as 'other areas such as appointment booking and chasing calls'.
Find out moreOur Services
How can we UPSCALE your business
Our quality assurance team are passionate about compliance and ensure your risks are managed appropriately.
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Our Business Process Centre can assist a large variety of areas within the administrative function & non-instant communication. Not only in undertaking the work, but also offering innovative insights ensuring work is being approached and undertaken in an efficient and effective manner at all times.
Find out moreDito Business Solutions
We tailor our services to your needs, and deliver quality service to you as our client and your customers.
- Executing the Plan
- Contact & Business Processing Support
- Growth
- Improvement in Performance
Scope work is undertaken to gain insights on your culture, strategic objectives and vision- We provide on hand assistance from UK Management, supporting you to successfully outsource
- We support with development areas
- Constant reviews to ensure quality is consistent
- Extensive experience in maximising Customer Journeys and providing excellent Customer Service
- Staff who are driven, motivated and wish to succeed
- UK staff on the ground
- Training and Development support
- Monitoring, analysis and reporting
- UK Support with over 60 years experience in innovating customer journeys, providing excellent Customer Service and strategic support
- DITO Business Solutions allows you to focus on core activities
- Ready-made infrastructure
- Costs are significantly less than setting up in-house processes/roles
- We help you integrate innovation to your business
- Reviewing current processes to find areas to improve
- Improving quality and reduce overheads
- Learnings and experiences to share
- Increase levels of productivity
Why Use Dito?
What makes us different?
Boots on the Ground
We are British born, but our roots are firmly in South African soil.
We have management on the ground in South Africa who relocated from the UK, including one of our Founders.
We have a UK management team who manage and embed migrating work offshore and manage ongoing performance and oversight.
Our Management Team plays a key part in:
- Ensuring scope work is carried out to understand your culture and business plan
- You have on hand assistance from UK Management, supporting you to successfully outsource
- Identifying key areas to improve
Completing constant reviews to ensure quality is consistent
- Assistance with Strategic planning
- Analysis on the campaign and processing
Monitoring, Analysis & Reporting
Our innovative outsourcing programme and management on-site helps to encourage the full potential of outsourcing. It removes the operational challenges of day-to-day management and working with remote teams by giving you real-time visibility, detailed reporting, and full control of your team.
Reviewing current processes to find areas to improve
Improving quality and reducing overheads
Learnings and experiences to share
Quality assurance reports to see how the agents performing and providing complete oversight
Some examples of our monitoring, analysis and reporting areas are disposition reports, call audits, QA checks, KPI’s/SLA’s targets which we feed into your approved contact.
Training & Development
Our in-house training and support programmes are developed to suit your requirements.
We place a huge emphasis on up-skilling our staff and we’re passionate about empowering people and businesses to thrive
Voice Channels & Instant Response Communications
DITO Contact primarily deals with instant response communications such as inbound and outbound calls, and also via our bespoke omnichannel system we offer live chat, Twitter, Facebook Messenger, WhatsApp , SMS, and so on.
We have the ability to operate 24/7 with multilingual options.
Our staff are fully trained with ongoing support and development to handle our clients requirements and represent your brand.
We offer expert customer service and sales assistance, as well as support for requirements such as booking appointments or follow-up calls.
- Lead Generation
- Sales
- Customer Service
- Aftersales
- Overflow Call Management
- Complaints Handling
- Customer Retention
- Concierge Services
- Appointment Setting
We can audit your calls, or provide you with a tool to do it BETTER!
Accurately reporting on the call performance of your agents is crucial for staying compliant and improving your call-centre based business.
Our bespoke call-audit reporting software is designed to allow you to easily identify high and low risk areas of your company, giving you vital information about your staff in seconds
We can also provide you with external auditors that can listen to high volumes of calls each day, week or month and score them against pre-built QA Scorecards via our bespoke, cloud-based reporting software.
If your business already has an audit team in place, we can benchmark against their output or even train them to use our software efficiently.
Pin-Point Performance
We are British born, but our roots are firmly in South African soil.
We'll provide detailed insights on:
- High Risk Agents
- Top Performers
- Top Fail Points
- Company Trends
- Company Overviews
- Failure Points Overview
- Audit Trail of improved results
Focus on Compliance
Relax in the knowledge that you can easily show regulators how you are monitoring and dealing with compliance breaches
Benefits:
- Reports can be accessed anytime
- Choose your selected 'Call Date Range'
- Choose your selected 'Audit Date Range'
- Printable Reports
- Recordable Signatures from your 'Coaches', 'Team Leaders' and 'Agents'
- Pre-filled 'Audit Feedback & Coaching Forms
We take care of your administrative work
DITO Process primarily deal with back-office solutions as well as non-instant communications.
We pride ourselves on ensuring the team are fully trained with ongoing support and development to handle our clients requirements and represent their brand.
The team are recruited with specific skill-set requirement and are all typically used to dealing with a wide range of administrative tasks.
- Back Office Support
- Document Reading
- Document Sorting
- Document Conversion
- Data Capture
- Data Processing
- Customer Support
OUR SIMPLE STEPS OF ONBOARDING
The Onboarding Process
Over the years we have developed a simple 6 step onboarding process that is optimised to give us thorough insight into our client's requirements and to successfully implement outsourcing.
Step 1
Initial Conversation
We gain an understanding of your business, goals from outsourcing, and how we can help.
Step 3
Implementation
We execute the scoping plan, including any tech requirements, process, and system integrations. Recruitment of staff will take place at this stage.
Step 5
Go Live
The work will go live and the Agents will be working for you.
Step 2
Scoping
We obtain insights into your business operations and develop a scoping proposal to outline the recommended work, requirements, and support we can understake and the costings.
Step 4
Training & Development
Staff will be fully trained to carry out the proposed work on behalf of your business to the highest standard and we embed your culture and values into your Agents.
Step 6
Review
Constant reviews, reporting and development takes place to guarantee consistent quality and performance.
Step 1
Initial Conversation
We gain an understanding of your business, goals from outsourcing, and how we can help.
Step 2
Scoping
We obtain insights into your business operations and develop a scoping proposal to outline the recommended work, requirements, and support we can understake and the costings.
Step 3
Implementation
We execute the scoping plan, including any tech requirements, process, and system integrations. Recruitment of staff will take place at this stage.
Step 4
Training & Development
Staff will be fully trained to carry out the proposed work on behalf of your business to the highest standard and we embed your culture and values into your Agents.
Step 5
Go Live
The work will go live and the Agents will be working for you.
Step 6
Review
Constant reviews, reporting and development takes place to guarantee consistent quality and performance.