Trilogy BPO

Trilogy BPO is a Cape Town, South Africa-based business process outsourcing (BPO) company. It builds and runs AI-enabled customer experience operations for brands across the United Kingdom, the United States, and EMEA.

The company name points to the third BPO operation its founders have built. Leadership carries more than 25 years of combined experience and 12 years building artificial intelligence (AI) and machine learning platforms.

Between them, the team has built 30+ contact centres worldwide and scaled 10,000+ agent seats.

Its positioning line, human empathy meets AI efficiency, sets out the split the company works to: automation handles volume, and people handle judgement.

Trilogy holds ISO 27001 accreditation and belongs to the industry bodies CCMG, BPESA, and Cape BPO. Its award record runs from 2016 to 2025 across outsourcing, technology, and partnership categories.

Trilogy BPO runs its business process outsourcing (BPO) delivery from Cape Town, South Africa, serving clients in the United Kingdom, the United States, and the wider EMEA region.

Trilogy Digital, a customer experience joint venture with CXG, runs five delivery sites across Cape Town and Johannesburg alongside national work-from-home capacity. Current capacity is 1,000+ full-time equivalents (FTE), scalable to 1,400+ within 24 months.

The core contact centre offering is turnkey, delivered on a fully integrated platform spanning voice, email, chat, and back-office work.

Automation runs on an agent-in-the-loop model. Autonomous artificial intelligence (AI) handles the conversation, and a human approves the moment judgement, escalation, or compliance is needed.

Global Capability Centres (GCC) follow a four-phase DBIT framework:

1. Design: architecting the legal, technical, and operational blueprint
2. Build: covering property, infrastructure, and talent recruitment
3. Innovate: embedding AI and digital automation into the operation
4. Transfer: handing over the mature and stabilised business

Systems are fully cloud-hosted on Microsoft Azure in the UK South and UK West regions. Compliance covers ISO 27001, PCI DSS, Cyber Essentials+, UK GDPR, and POPIA.

Trilogy BPO offers a focused range of business process outsourcing (BPO), capability centre, and artificial intelligence (AI) services built around customer experience:

• Trilogy BPO
  • Voice
  • Email
  • Chat
  • Back-office processing
• Trilogy GCC
  • Global Capability Centre design and legal setup
  • Property, infrastructure, and talent build
  • AI and digital automation embedding
  • Transfer of the stabilised operation
• Trilogy AI
  • anychat.ai: real-time language translation
  • guruvoice.ai: fully automated AI voice
  • acwa.ai: after-call work assistant
  • click2cash.ai: Meta marketing and sales
  • collect.ai: digital and autonomous collections
  • hr.ai: intelligent recruitment and onboarding
• Trilogy Digital
  • Omnichannel support across voice, WhatsApp, chat, email, and social
  • Complaints intelligence on a five-layer root cause model
  • Robotic process automation (RPA) for back-office work
  • AI-assisted retention and churn prevention
  • ITIL 4 helpdesk support at levels 1, 2, and 3

Trilogy BPO’s pricing

Trilogy BPO does not publish a rate card. Pricing is scoped per engagement and framed against the cost of running the same operation onshore.

Outsourced contact centre work is positioned to cut operational costs by up to 60% against United Kingdom and United States baselines. Trilogy Digital states savings of 40 to 60% against UK onshore operations.

The Global Capability Centre (GCC) route is priced differently. Removing the vendor margin puts it 20 to 30% below outsourcing, with a further 15 to 20% available through automation and artificial intelligence (AI) deflection.

Back-office automation is positioned to reduce labour cost by 40 to 60% where robotic process automation applies.

For a tailored quote, prospective clients can reach the team through Trilogy BPO’s contact section.

Trilogy BPO differentiates itself through owner-led delivery and an artificial intelligence (AI) stack it builds in-house. Its positioning rests on operator experience rather than scale alone.

Third-generation owner-led operation

The founders are building their third BPO business, and the leadership team has built 30+ contact centres and scaled 10,000+ agent seats over more than 25 years. Ownership stays close to delivery rather than sitting above it.

Agent-in-the-loop AI model

Autonomous handling carries the conversation while a person approves anything involving judgement, escalation, or compliance. Automation is applied as a layer over human teams, not as a replacement for them.

Six proprietary AI platforms

Translation, voice, after-call work, social selling, collections, and recruitment each run on an in-house platform. Twelve years of AI and machine learning development sit behind them.

Cape Town delivery advantage

South Africa ranks second globally as a BPO destination, and Cape Town holds its deepest talent pool. English proficiency above 95% and a GMT+2 timezone suit UK-facing work.

Cost position against UK and US baselines

Operational costs run up to 60% below equivalent United Kingdom and United States operations, with the digital arm quoting 40 to 60% against UK onshore delivery.

Vendor-to-owner GCC pathway

The DBIT framework lets a client move from outsourcing to owning its own Global Capability Centre (GCC), cutting 4 to 6 months off a solo market entry. One recent build reached 1,000 seats in 24 months.

Enterprise-grade security and compliance

Systems run fully cloud-hosted on Microsoft Azure in UK regions, under ISO 27001, PCI DSS, Cyber Essentials+, UK GDPR, and POPIA.

Blue-chip brand experience

Brands supported by the team include Virgin, British Gas, Mercedes-Benz, Aldi, John Lewis, Pizza Hut, and Burger King, concentrated in telecommunications, utilities, retail, fast food, insurance, and technology.

Award record across a decade

Recognitions run from 2016 to 2025, including a Contact Centre World Best Partnership award ranked first in EMEA and second globally in 2021, and BPESA Top BPO Operator runner-up in 2025.

Kobus van der Westhuizen (CEO & Founder)

Kobus van der Westhuizen co-founded Trilogy BPO and leads the business from Cape Town. It is the third BPO operation he has built, following two earlier businesses serving UK and US clients.

Craig Shalekoff (CTO & Founder)

Craig Shalekoff co-founded the company and runs its technology function, covering the in-house artificial intelligence (AI) platform suite and the automation layer behind the contact centre operation.

Trilogy BPO is an AI-enabled contact centre operator in Cape Town, South Africa. While we currently do not have any in-depth third-party reviews for Trilogy BPO, we would suggest a comparison of the firm to other South African contact centre and business process outsourcing (BPO) providers serving the United Kingdom market.

A comparison against offshore providers in the Philippines and Eastern Europe is also worth running, since those regions compete directly for the same UK and US customer experience work.

The company publishes no client testimonials of its own. Its public evidence sits in award recognitions from 2016 to 2025 and in the 30+ contact centres its leadership team has built.

Trilogy BPO’s main headquarters is located in:

Old Mutual Park, Jan Smuts DR (M16 S), Pinelands, Cape Town, Western Cape

Further, you may virtually reach out the company through the following contact information:

Website https://www.trilogybpo.com

LinkedIn https://www.linkedin.com/company/trilogybpo/

Facebook N/A

In addition, you may email them at [email protected] or call +447458158591.