Returning to an operational role, after consulting for almost 4 years, was a huge step towards creating real growth opportunities within an ever-growing BPO sector in South Africa, and a chance to implement some of the great strategies that BPESA has put into place to equip the industry for growth and rapid expansion.

As I look back on my journey so far at Redial, it’s awesome to see the transformations that have taken place within the team and the organization. My time here has been a continuous learning curve, filled with experiences that have not only added to my professional and personal growth but have also offered great insights into the evolving landscape of the BPO industry.

Joining Redial meant stepping into a world of creating boundless opportunities for South Africa’s unemployed youth; but what truly set this journey apart was the company’s unwavering commitment to nurturing its people and its culture. Throughout my time here, I’ve come to recognize that the cornerstone of our success lies in prioritizing the development and well-being of our team members and the reinforcement of our culture which is wholly supported by our strategy and structure.

One thing that I’ve always prioritized in any organization is the importance of people’s development and being able to put that into action here at Redial has returned some phenomenal results. Having started the center with no Operations Managers, no Team Leaders and just 1 Supervisor, meant that we were serious about growing our own talent from among our 33 Redialers that started with us on Day 1. With the on-site help of our Redial Global team, we were able to transfer skills from our experienced team in Mexico to the South African team in a short space of time and within the first 4 weeks of operations, we were able to promote our first 5 Team Leaders. By November we had promoted an additional 2 Supervisors, 19 Team Leaders, 2 Trainers, 2 Ops Manager, 1 IT Helpdesk consultant and 1 HR Assistant. That’s a total of 26 promotions within 5 short months; and this is only the very beginning.

Our emphasis on continuous learning, coaching, and fostering a culture of growth has been instrumental to the success we have enjoyed. The dedication to upskilling our Redialers hasn’t just enhanced individual capabilities but has also translated into improving our service delivery to our clients over a short period of time.

2023 is a 7 year, so here are 7 key business insights that I have had or had reinforced this year:

Overall, I think 2023 with Redial has given me some great learnings, profound reminders, and a revived energy for the year ahead. As I contemplate the future of the BPO industry and Redial, there are several trends and expectations that I anticipate will significantly impact our team and the industry as a whole:

I have always had a deep appreciation for the value of investing in people and Redial has reminded me that this appreciation does not go unjustified. As we look forward to the future, I’m excited about the prospect of further enhancing our team’s capabilities and well-being. By nurturing our talents, prioritizing employee satisfaction, and continuing to evolve our approach to meet changing industry dynamics, I’m confident that Redial will not only thrive but set new benchmarks in the BPO industry in 2024.