iSelect Case Study | Outsourcing to South Africa

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Quay West Suites Melbourne

26 Southgate Avenue

Southbank, VIC 3006

Australia

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The iSelect Journey to their first Offshore Contact Centre

South Africa is Open for Business

iSelect Group operates contact centres across six countries, with the leading comparison sites of iSelect.com.au, Infochoice.com.au and EnergyWatch.com.au.

We explore why Cape Town became iSelect's preferred offshore location; the lessons learned in setting up and operating a contact centre on the other side of the world and the opportunities and pitfalls involved.

As Managing Director and Chief Executive Officer of ASX listed iSelect Ltd, Scott Wilson led the dramatic expansion of iSelect’s proprietary iConnect Artificial Intelligence Platform.

Scott will also explore how Artificial Intelligence is changing the modern contact centre operation and enhancing customer experience now and in to the future.

South Africa - Digitally Enabled

The fourth 'Industrial Age' was widely touted as the 'Service Revolution', hence the proliferation of direct channels and the exponential growth of the BPO industry over the past 30 years.

We are now firmly in the fifth epoch of the 'Digital Age' and South Africa's agenda is firmly entrenched in ensuring South Africa is fit for purpose in servicing this new industrial age.

Cultural affinity, proximity of locations, linguistic skills together with regionally harmonised policies across countries within a geographical zone creates significant growth accelerators for the BPO/BPM industry. Many of the European countries within the EMEA region worked well together at a policy level which geared their countries for growth in the outsourcing sector and also allowed for ‘skills roaming’ across the Euro zone.

South Africa is now looking to other countries to also gear the outsourcing industry for growth by working on a set of policies that comprehensively addresses harmonised technology standards, approach to digital skills development, implementation of eGov programmes, IP and Data Security, Legal Maturity, Broadband Connectivity and Pricing as well as Government incentives for the BPO/BPM industry.

The integrity of this approach is, in part, to allay prospective corporate fears in handing off their most important and sensitive commodity – data – off shore. The thoroughness in such an approach has seen major Australian corporates including iNet/TPG, IAG, Coles and iSelect select South Africa as their BPO destination of choice.

Hear a first hand account – the experience of iSelect as they set sail and landed in South Africa....

Interested in discussing offshore options with the South African Delegation? Contact Anita Bowtell anitabowtell@interactmelbourne.com for more information by COB Monday 22 October. Register also to attend our invitation only cocktail evening on Tuesday 23 October.

Keynote Speaker: Scott Wilson

As Managing Director and Chief Executive Officer of ASX listed iSelect Ltd, Scott led the dramatic expansion of iSelect’s proprietary iConnect Artificial Intelligence Platform..

A passionate advocate for the adoption of Artificial Intelligence (AI) and machine learning in business, Scott believes AI will be more revolutionary and disruptive to modern business and the way that people work than any other technology in history.

Founder and CEO of Wilson AI, Scott now leads a specialist Artificial Intelligence company, developing AI software as a service for the insurance, finance and retail industries and utilises proprietary machine learning neural network algorithms to solve complex business problems and optimise business results.

Scott is also an Advisory Board member of Fintech Start-up Day by Day Insurance (DBD), powered by block chain technology and boasts 20+ years of executive level experience within multinational companies including 20th Century Fox Home Entertainment, PZ Cussons and SPC Ardmona.

Qualifications: Scott holds a Graduate Certificate of Business Administration and a Master of Business from Newcastle University. He is also a member of the Australian Institute of Company Directors.


FORUM FAQs

Purchased a ticket but can't attend now: Tickets are not refundable, however they are transferrable. Email the support team interactmelbourne@mail.com for confimation details.

Forum timeframe: Registrations at 11:50am. Lunch starts at 12.30pm, finishing at 2pm


Date and Time

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Quay West Suites Melbourne

26 Southgate Avenue

Southbank, VIC 3006

Australia

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