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Bio


Bridging The Gap

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Bio


Bridging The Gap

About iBridge

Introduction

“Bridging The Gap” - iBridge Contact Solutions (Pty) Ltd is a Specialist Customer Experience Management and Customer Contact Technology operation positioned to provide technologies and services which will enable businesses to offer their contacting customers cost effective and efficient customer service delivery channels. 

The many years of collective management experience and proven Innovation in contact centre system design, customer service delivery strategies and multi-media service delivery channels, positions iBridge as a relevant and competitive player in the domestic customer contact solutions market.

Our teams are experts in helping our customers improve communication with their clients through the provision of Inbound Customer Service Contact Centres, Outbound Sales and Customer Retention Channels, Customer Experience Management Professional Services, Contact Centre Outsourcing and Call Capacity Overflow, Business Process and Technology channel reengineering, Cloud Based Application Service Models, Contact Centre Technologies and related peripheral products and services.

Vision & Mission

Vision:  

"To evolve through consistent delivery and service excellence to become the leading multi-channel customer service, sales and retention delivery channel for leading businesses wanting to better communicate with their customers”.

Mission:

Providing consistent, reliable and trusted customer satisfaction through:

  • Educating our people in effective communication
  • Deploying the best people most suited to the job at hand
  • Listening to our customers and delivering what they need rather than what we think they want
  • Capitalising on the latest cutting edge technology and software enablers
  • Leaning on the massive management expertise our business has to offer
  • A sensible collaboration between best of breed technologies and trained resources

Brand Values

iBridge strives:

  • To build appropriate customer service, sales and retention enabling platforms to deliver accurate and effective managed services to all of our customers.
  • To execute our responsibilities with honesty, integrity, respect and loyalty to our valued customers and partners.
  • To maintain professional and well trained staff to ensure sustainable delivery of accurate, specialised, viable and appropriate professional and consulting services to our customers with integrity and honesty.
  • To maintain sound alliance partners through trustworthiness and integrity, enabling us to deliver state of the art, appropriate and specialised technology and software platforms which will add value to our customer businesses.

 

The iBridge Approach – Bridging the communications gap!

At iBridge, we offer holistic Customer Interaction solutions aimed at enabling our customers to better communicate with their customers whether it be through Inbound Customer Service Contact Centres, Outbound Product Sales and Customer Retention Contact Centres or through the provision of Professional Services aimed at maximising the efficacy of our client’s customer service strategy. We furthermore provide for the supply and maintenance of leading edge customer contact enablement technologies.

Our approach is to ASSIMILATEAPPRECIATE and EXECUTE based on our customer demand. Our years of industry experience has positioned us as a leading delivery outfit aimed at meeting our customer demand on time every time. This same experience has led us to the point where we are able to sift through the bull dust and noise which has dogged our industry for many years, allowing us to deliver fast and effective business solutions to our demanding clients who operate in an extremely competitive and cutting edge environments where service delivery is the only key differentiator.

We believe in hiring the right people from the start. We develop them, educate them and entrench our brand value sin them whilst at the same time allowing them, to develop a true sense of our customer brand values which enable them to live their customer brand, no matter which service channel or customer they may be deployed for in any campaign.

Our cloud based telephony platform is hosted in the latest technology framework and with all related peripheral supporting suites such as Quality Management, Workforce Management, Cloud Reporting, Multi-Media Management tools and Social Media monitoring platforms collaborating to form the ideal customer interaction framework.

Our philosophy is not rocket science! Customers demand value for money and decent service. We combine these two attributes to deliver a satisfying customer experience. As long as we continue to listen to our customers and to execute according to their needs whilst balancing their demand with a realistic market experience model, all remain happy!

Our diverse staffing talent, in conjunction with industry leading systems, methodologies, and processes enables us to provide top value to our clients. Our track record with our client base is testament to the high levels of service, professionalism and efficiency that we attain in our business and theirs.

iBridge is an FSB licensed Financial Services Provider (License no: _______).

Our Criteria is based on:

  • Customer effort: how much effort is transparent in service delivery
  • Net promoter score: reflects consumer loyalty and the likelihood of consumers recommending the brand to others
  • Treating customers fairly: this applies to new legislation, such as ensuring the customer understands the terms and conditions of a contract
  • First-call resolution: whether a problem is resolved with the first call
  • Overall service
  • Corporate reputation
  • Emotional experience: a barometer of what consumers felt
  • Call centre satisfaction
  • Corporate social responsibility: linked to perceptions of ethics
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Experience Is The Base Of Our Bridge


Experience Is The Base Of Our Bridge

Experience Is The Base Of Our Bridge


Experience Is The Base Of Our Bridge

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Live to Ride


Service At Your Call

Contact Us

Live to Ride


Service At Your Call

Contact Us