Conexus gets top quality award

“This is an important certification as it commits Conexus to focus on long-term customer satisfaction and continuous improvement,” states Jake Orpen, Managing Director at Conexus. “We have streamlined our processes to provide increased efficiency and consistency and this of course translates into a quality promise for our clients."

The ISO certification includes the advantage of increasing the focus on quality and communication within the business unit.

When preparing for this certification, companies examine all their processes and procedures to ensure they are all equipped for maximum efficiency and that it is easy to transfer the skills learnt in these processes. It ensures transparency in all processes and keeps them consistent and measurable.

“This is particularly important for a Call Centre outsourcing company,” continues Orpen. “South Africa is trying hard to position itself as a credible off-shore option for handling outsourced Call Centre projects, and having an internationally recognised quality certification assures clients of a certain grade of output.”

The SABS is adopting a suite of industry-developed standards for call centres. SABS is also looking at developing the standards for business process outsourcing and off-shoring (BPO&O) in general.

“The next phase of our Quality Management journey will be aligning our Quality Management System within the new quality framework and standards for call centres as set up by the SABS,” concludes Orpen. “We hope to be one of the first Call Centres to go through this process and achieve certification.”

Conexus was established in March 2004 and has experienced momentous growth in the past three years. It has built its operation from a 6 seat show into a 130 staff operation and we've had to move premises twice to accommodate our growth and revenue has increased over 200% since 2004. In February this year, Conexus became one of the first QSE's (Qualifying Small Enterprises) to be audited by Empowerdex (a BEE rating agency).