bizWorks

Who are Brightview?

• Leading UK Service Provider offering broadband and telephony services
• Brightview has a well-developed technical infrastructure
• Services for consumers and small businesses
• A core focus of Brightview has been to provide technical services that can be used by everyday people.

What were Brightview looking for?

• Agents that would be able to provide a positive customer experience
• Agents that would be able to provide support for complex technical products
• A call centre able to grow and adapt to support new products
• A partner that could deliver a call centre that would be a resource to Brightview
• 24x7 service

Why South Africa?

• South Africa has similar culture to UK
• Availability of excellent English language skills
• Availability of IT skills
• Time zone similarity meant easier to manage the relationship between Bizworks and Brightview
• National and regional commitment to development of call centre industry

Why bizWorks?

• Good technical infrastructure – Avaya PABX, HP servers, CISCO routers and switches, NICE Recording
• Backup UPS / Generator
• Quality Management Systems
• Disaster Recovery facilities
• Bizworks would set up a Call Centre that is 100% committed to Brightview services:
• Dedicated Brightview Agents
• Dedicated Brightview Service Excellence and training staff

Implementation:

• Used Open Days where could meet and interview 150+ candidates in a day
• Developed relationships with the local IT colleges
• Dedicated UK circuits for VPN / Voice
• Significant training for Technical Support staff – 6 weeks
• Operational relationships built between UK and South African staff

Successes:

• Customer experience has improved.

Three out of the top four broadband providers as rated by customers for a survey conducted by the BBC Watchdog were Brightview brands

Madasafish, a Brightview brand, was a finalist in the UK Customer Service Awards in 2007

Two out of the top three broadband services rated byWhich Magazine in 2006 were Brightview services. The rating given to the call centre services was  “5 star”

Madasafish was “Highly Commended” in the 2007 PC Pro Awards

• Complex technical processes are being handled well

Complex broadband services are being supported, escalated and tracked

New VOIP products are supported

The call centre has been able to grow and adapt:

Email support now handled from call centre

Online documentation is being updated by agents from within call centre

• Training done in-house

The call centre has grown from 43 to 130 agents

Commenting on their decision to move, the previous CEO of Brightview David Laurie said "India proved to be cost effective, but ultimately failed to meet our customer's expectations. Durban offers a highly skilled and culturally aligned workforce. I am very confident that, not only will we be able to maintain a similar cost base to India, but the service levels have dramatically improved. I am delighted to be associated with bizWorks.”

Following the acquisition of Brightview by BT, Ian Livingston, BT Retail chief executive, said: “BT already provides the UK’s most popular and best-performing ADSL broadband service. This acquisition will ensure that Brightview’s customers can benefit from our market-leading services, resources and technology development as well as the excellent customer service they’re already receiving.”