amplify5

amplify5 is a people-first outsourcing partner delivering high-quality, scalable customer experience solutions from Cape Town, South Africa.

We help ambitious brands strengthen their customer operations through dedicated teams across customer service, sales, technical support and back-office functions. Our flexible approach allows businesses to scale quickly, improve efficiency and access exceptional talent without compromising on quality or brand experience.

More than a traditional outsourcing provider, amplify5 operates as an extension of each client’s business. We combine experienced people, smart technology and tailored operational strategies to create long-term partnerships that deliver measurable results, improve customer satisfaction and support sustainable growth.

What amplify5 offers its clients

amplify5 is a UK-headquartered outsourcing partner delivering customer operations from Cape Town and Johannesburg, South Africa. Around 1,100 colleagues support over 30 clients across eight industries, in English, German, French, Dutch and Spanish.

We deliver:

Customer service – multichannel support across voice, email, chat, messaging and social, for both B2C and B2B customers.
Sales and retention – inbound and outbound voice sales, digital sales conversion, cross-sell, upsell and win-back campaigns.
Technical support – L1–L2 troubleshooting, incident triage, fraud and payment validation, and platform support.
Back-office processing – collections, billing investigations, payment plans, case management, disputes and financial reconciliation.
Knowledge process services – legal, regulatory and compliance support, complex case assessment, data investigation, payroll and HR administration.
Digital and AI solutions – analytics, automation and AI capability layered onto your existing technology stack, with no vendor lock-in.

We work with brands across retail and logistics, financial services, utilities, telco, media and technology, and travel and hospitality. Clients can start with a single team and scale, with typical go-live in 8–12 weeks.

How amplify5 outshines the competition

amplify5 was founded in 2021 by Alastair Brass after 20 years leading global outsourcing operations — built to fix the rigid contracts, complex processes and hidden costs he experienced first-hand as a client. That origin shapes five clear differences:

Full flexibility – no 'one size fits all' solution. Models are designed around your business, not our template.
Full access – it's your team. Talk to them any time, with no gatekeeping between you and the people serving your customers.
World-class destination – secure, reliable South African delivery centres built for excellence, with UK-based leadership and governance.
No other costs – transparent commercials with no surprises.
Speed to operation – from day one to go-live in 8–12 weeks.

We are more than a traditional BPO provider, combining experienced operators with specialist knowledge professionals to deliver higher-value outcomes. Our leadership team brings decades of client-side and BPO experience, and continuous improvement is built into the standard model rather than sold as chargeable consultancy.

Our impact sourcing model is central to who we are: our mission is to create sustainable careers for South African youth while delivering genuine value-adding offshore extensions of our partners' brands.

amplify5 company structure

amplify5 is a UK-headquartered, private equity-backed business founded in 2021, operating a UK–South Africa delivery model. UK-based leadership and corporate functions sit alongside operational delivery from Cape Town and Johannesburg, where approximately 90% of our 1,100 colleagues work in customer operations.

Every client is supported by a dedicated team with strategic leadership and governance, specialist expertise, and aligned accountability — backed by dedicated quality, training, workforce management, technology and governance functions.

Sample highlight service offering of amplify5

Multi-skilled omnichannel customer operations

Our flagship offering brings customer service, sales, retention, technical support, collections and back-office processing together into one multi-skilled team — so a single advisor can resolve, retain and sell across the whole customer journey.

Advisors are recruited against behavioural competencies such as adaptability, customer focus, digital fluency and learning agility, then progress through staged training pathways covering product knowledge, channel accreditation, quality standards and customer experience expectations. This lets us flex resource across contact types, products and channels as demand shifts.

Support spans voice, email, chat, messaging and social, with advisors frequently operating across multiple channels within the same team. Workforce management, knowledge management, quality assurance and performance coaching frameworks maintain consistent outcomes regardless of channel.

Delivered from secure Cape Town and Johannesburg sites with regulated-grade QA, GDPR compliance and audit-ready processes, and supported by analytics, automation and AI on client-owned technology.