Contact iQ (PTY) Ltd

Creating outstanding, reliable, and cost-effective contact center experiences, driven by industry-leading insights supplied by our sister company, Connect iQ, we deliver completely unique solutions.

Whether your goal is class-leading customer service, exceptional customer retention, or the acquisition of new customers through a sales campaign, we seamlessly blend
cutting-edge technology with authentic human interactions to deliver your ambitions.

We believe our proposition is unique. Our focus is performance excellence, we ensure that every customer interaction is meaningful, making each customer feel valued and significant.

With us, you gain more than a BPO provider; you gain a flexible and experienced partner, agile at adapting to client needs.

What Contact iQ (PTY) Ltd offers its clients

We provide customer service solutions for inbound and outbound voice, email, and chat support. Our integrated BPO & QA services combined traditional BPO with expert quality assurance and business insights. These insights are provided as part of the Contact iQ service offering and are delivered by our sister brand Connect iQ, who have extensive experience delivering performance improvement insight to over 40 clients globally.

We also have extensive experience of back-office operations such as refund processing, anti-money laundering (AML) vetting and recruitment process outsourcing (RPO).
We are ISO 27001 & ISO 9001 and Cyber Essentials certified thus ensuring strict regulatory compliance.

How Contact iQ (PTY) Ltd outshines the competition

Enhanced Performance, delivered in partnership with our sister company, Connect iQ, we consistently achieve improved speed to competency and enhanced BAU service delivery in comparison to other BPO providers or in-house operations. By leveraging Connect iQ's expertise we consistently deliver;
- Improved agent speed to competency by up to 40%
- Reduced AHT on CX campaigns by ~10%
- Increased CSAT score on CX campaigns by ~ 12%
- Our people focused approach leads to high eNPS (+25), increased attendance (97%) and reduced attrition (annualised 22%)

Our management team has over 65 years combined experience in designing and delivering operational solutions by utilising a bespoke approach underpinned by class-leading performance improvement insights.

Contact iQ (PTY) Ltd company structure

Contact iQ is a privately owned BPO which was founded in 2019 by the Managing Director - Steve Thompson. The remaining shareholder is a South African national Mr Kurt Kin.