BPO & Contact Centre Solutions
Structured, compliance-first outsourcing designed for regulated industries and high-growth enterprises
Core Service Lines
Outbound Sales
Lead generation, insurance product sales, retention campaigns, appointment setting, and cross-sell programmes.
Inbound Care
Customer service, claims support, policy enquiries, technical helpdesks, and multi-channel contact centre operations.
QA & Performance
Call monitoring, QA scoring, KPI tracking, script optimisation, and conversion analytics.
Campaign Management
End-to-end campaign onboarding, agent training, daily reporting, and real-time dashboards.
BPO Services South Africa →
Full BPO outsourcing from Johannesburg and Harare.
Inbound Call Centre →
Customer care, claims, helpdesk, and 24/7 support.
Outbound Call Centre →
Sales, retention, cross-sell, and appointment setting.
Lead Generation →
Qualified leads, pipeline development, and B2B prospecting.
Outbound Sales & Acquisition
Vernice Merchants delivers structured, compliant outbound programmes that drive revenue, acquire customers, and improve retention for insurance, fintech, and enterprise clients.
Capabilities
- Lead generation and qualification
- Insurance product sales (life, short-term, health)
- Policy reviews, upgrades, and retention calls
- Cross-sell and upsell initiatives
- Appointment setting and warm-up campaigns
How We Operate
- Sales-coached agents with product training
- Scripted yet conversational engagement
- Compliance-aware selling aligned to FAIS and POPIA
- Daily reporting, conversion tracking, and optimisation
Inbound Customer Care & BPO
Reliable inbound support that enhances customer satisfaction, reduces churn, and strengthens brand trust across voice, email, and chat channels.
Capabilities
- Customer service and contact centre operations
- Account and policy enquiries
- Claims support and escalation handling
- Tier-1 technical and product support
- Email, voice, and live chat support
24/7 Coverage
- After-hours and weekend support
- Holiday and public holiday cover
- Follow-the-sun models for global clients
- Flexible shift patterns to match your SLAs
Engagement Onboarding Workflow
Discovery & Scoping
We assess your volumes, channels, compliance needs, customer profiles, and success criteria. This phase produces a scope document and delivery proposal.
Week 1Solution Design
Team structure, shift models, technology requirements, scripts, QA frameworks, and KPIs are defined and agreed with your stakeholders.
Week 2Recruitment & Training
Agents are recruited to your profile, trained on your products, coached on compliance, and assessed before going live.
Weeks 2-3Nesting & Calibration
Supervised live calls with real-time coaching, call scoring, and calibration sessions between your team and ours.
Week 3-4Go-Live & Ramp
Full production begins with daily reporting, QA reviews, and performance tracking. Volumes ramp to target over the first 2-4 weeks.
Week 4+Looking for a tailored BPO solution?
We scope, staff, and manage contact centre operations to your exact requirements.
Campaign Setup, QA & Performance Management
Every engagement is built on structured onboarding, continuous quality assurance, and transparent performance reporting.
Onboarding & Training
- Campaign discovery and requirements mapping
- Agent recruitment and product training
- Script development and compliance review
- Knowledge transfer and brand alignment
Quality & Reporting
- Call monitoring and QA scoring frameworks
- Performance-driven KPIs and SLA tracking
- Real-time dashboards and daily reports
- Weekly and monthly executive summaries
SLAs, Reporting & Escalation
Sample SLA Metrics
- Answer rate: 80% of calls within 20 seconds
- Abandonment rate: < 5%
- First-call resolution: > 70%
- QA score target: ≥ 85%
- Customer satisfaction (CSAT): ≥ 4.0/5.0
SLAs are agreed per engagement based on campaign type, volumes, and client requirements.
Reporting Cadence
- Daily: Agent performance, call volumes, conversion rates, disposition summaries
- Weekly: QA scores, trend analysis, coaching actions, escalation log
- Monthly: Executive summary, SLA performance, improvement plan, strategic review
All reports delivered via secure dashboard access and scheduled email distribution.
Escalation Model
- Level 1: Team Lead — operational issues, agent performance, day-to-day queries
- Level 2: Campaign Manager — SLA breaches, process changes, client requests
- Level 3: Operations Director — contractual matters, critical incidents, strategic decisions
Escalation response times defined per SLA tier. Critical issues acknowledged within 1 hour.
Flexible Engagement Options
Dedicated Teams
A team recruited, trained, and managed exclusively for your campaigns. Full operational control with dedicated team leads and QA.
Shared Services
Cost-effective shared agent model for lower volumes or seasonal demand, with ring-fenced quality standards.
Pilot Programmes
Start with a focused pilot to validate performance, refine processes, and build confidence before scaling.
Scale-Up Support
Rapid team expansion when you need it — additional agents recruited, trained, and deployed within agreed timelines.
Infrastructure & Capabilities
Dialler & Telephony
Predictive, progressive, and preview dialler modes. Cloud-based PBX with call recording, IVR, and ACD routing.
CRM & Integrations
Flexible CRM capability with API integrations to client systems. Lead management, disposition tracking, and data sync.
Dashboards & Analytics
Real-time performance dashboards, call analytics, conversion funnels, and agent scorecards accessible to client stakeholders.
Security & Compliance
Encrypted communications, role-based access controls, call recording retention policies, and POPIA-compliant data handling.
Multi-Channel Support
Voice, email, live chat, and SMS support capabilities. Channel blending allows agents to handle multiple interaction types.
Workforce Management
Scheduling, forecasting, adherence monitoring, and real-time intraday management for optimal staffing levels.
How Clients Work With Us
Policy Sales & Retention Programme
A dedicated outbound team selling life and short-term insurance products, with compliance-aware scripting, FAIS alignment, daily conversion reporting, and monthly retention reviews.
Inbound Claims & Policy Support
Multi-channel inbound support handling claims lodgement, policy enquiries, account updates, and escalation management — with 24/7 coverage and QA scoring above 85%.
Subscriber Retention & Upsell
Outbound retention campaigns for mobile and fixed-line operators, with cross-sell scripting, save-desk workflows, and daily churn reduction tracking.
Customer Onboarding & Support
Shared-service inbound team handling account activation, KYC support queries, transaction disputes, and Tier-1 technical troubleshooting for a digital payments platform.
Ready to discuss your outsourcing requirements?
From pilot programmes to full-scale operations — let's scope a solution that fits.