Boost Contact Centre Performance
Maximise Efficiency and ROI while Elevating Customer Experience! Schedule a Discovery
Outsourcing
Allow us to take care of your Customer Engagements, while you take care of your CORE business. Learn More.
Consulting
We provide an unbiased, independent view of your operation. Learn More.
Setup
Our experience in Contact Centre Setup and Supplier Network, will ensure a smooth, professional setup. Learn More.
Why Sonkay Consulting?
20+ Year’s Experience Building, Managing & Improving Contact Centre’s
SONKAY is owner managed, based in Cape Town, South Africa. We are driven to consistently improve Customer Experiences and assist organizations to enjoy prolonged customer loyalty.
We do this by leveraging our 20 years’ experience in the Contact Centre Industry and knowing and understanding what constitutes Best Practice and aligning to COPC (Customer Operations Performance Centre) when Elevating Customer Experiences.
We specialize in optimizing Contact Centre environments to be High Performance Centre’s that ensures the Customer Experience is at the CORE of every process, system, and strategy for the domestic (SA) and international markets.
Services & Packages
SERVICES
1. Outsourcing
Outsourcing has become a preferred business strategy within many organizations, however, there are those who are unable to take advantage of the opportunity to save cost and drive focus in an area that is not part of the CORE business. This, largely as a result of larger BPO Service Providers, not servicing small operations and/or short term contracts.
At SONKAY, we will take on short term contracts and start from 1 FTE. You’ll have access to a talent pool that many Global organizations have taken advantage of.
We will assist with all your Contact Centre requirements and with our 20+ years experience in BPO, will deliver at the same high standards as larger providers for a fraction of the cost.
Come experience CX delivery in SA, rated the number 1 CX delivery destination.
See article by ryanadvisory.com below for more details:
Customer Service
We partner with you, to deliver customer experiences that creates connections, to foster a relationship with your brand that is customer focused and provides loyalty and long-term value. We are specialists in the Business Process Outsourcing (BPO) and the Contact Centre Industry and understand how to deliver customer experiences that cater to the constant change in customer expectations.
Appointment Setting
As a pre-sales function, we can ensure a higher conversion rate, by qualifying leads before your sales team does a pitch, thereby, saving time and increasing sales.
Sales
The ability to increase revenue and drive cost efficiencies are pivotal to sustainable growth and continued success. As customer service specialists, we are able to drive higher conversion rates by driving improved customer experiences and giving you access to our highly skilled talent pool.
Database Cleaning
We have the experience in cleaning thousands of customer database entries that provide your organization with records that are accurate, current and use-able. This ensures that you contact with customers is Right the First Time.
2. Consulting
SONKAY has the experience and partner network to assist Clients to optimize their existing Contact Centre environments by Assessing, Auditing, and providing Best Practice Recommendations that includes the following areas, but not limited to:
Optimizing Operational Processes to drive efficiencies and CX
Optimizing MIS to provide the correct data to Operations and using Industry Best Practices
Ensuring the correct WFM systems are in place
Ensuring Quality processes are aligned with Industry Best Practices
Ensuring that Training is aligned to Industry Best Practices
As a completely independent party, you are guaranteed an unbiased and REAL view of your operations, exposing all gaps and risks that commonly prevents environments from being High Performance Centre’s. To view a client’s feedback, please click HERE.
3. Professional Environment Setup
With our deep understanding of the BPO industry and experience and our Supplier Networks, we are perfectly positioned to assist with sourcing software that will provide your unique environment with efficiencies, drive ROI, but more importantly Enhance the Customers Experience. These would include, but not limited to:
WFM Software
Telephone Platform
Speech Analysis
Professional Headsets
CRMs
Chat Bot
Software
WFM Software
Telephone Platform
Professional Headsets
Speech Analysis
CRMs
Chat Bot Software
Portfolio
Companies We’ve Worked With
Testimonials
Hear From Our Clients
REVIEWS
Kaos Theory
I would recommend Lance George and the SONKAY team both as consultant specialists and providers of Customer Service Solutions and Contact Centre Optimization services. SONKAY’s claim by way of a business tagline – “Customer Experience Elevated”, was evident in all our interactions with the SONKAY team and customer feedback further supports our impression.
On behalf of Kaos Theory and our customers, it is with pleasure that this recommendation is made without reservation and with complete confidence in SONKAY’s ability to impactfully add value and deliver a professional service that will inevitably impact the business results of any company. (click to see more)
— Gavin Perumal
Insight Legal
The thing that amazed me about working with Sonkay was how quickly we could get started with an outsourced sales team who understood the proposition and how comfortable they were with having sales conversations with our prospect marketplace. We talk daily about any issues, any difficulties as well as about the successes and they have been valuable in helping us extend our sales reach and get results quickly.
— Josh Dhaliwal
Insight Legal
Working with the outsourced team at Sonkay has been an absolute pleasure. The team culture has developed the relationship between both companies and we work together on creating CRM data to enhance our marketing communications in our marketplace. Through online chats and weekly meetings we are all in the situation together, which is something I really need and to know that the same strategy is taking place. To hand over some of the control to their Team Leader also makes for a smoother process and frees up some of my time to concentrate on other marketing activity. Teamwork at its finest 🙂
— Gayle Clarke
Watch | Client Review – AA Group, South Africa
Mini Case Study | Kaos Theory
Kaos Theory | Customer Service & Support
Following a rigorous selection process, SONKAY, under the leadership of Lance George, was appointed by Kaos Theory for the provision of Customer Service and Support services. Their primary focus was to provide a high level of Customer Service and Support to the Medical Reps using our proprietary CRM and Ordering Platform.
We brought SONKAY onboard as specialists and this proved to be a significant strategic move, as SONKAY managed (in a very short time) to ensure that we were able to retain 2 major clients, as they were about to terminate our Services. This instantly impacted our business in terms of client retention, competitiveness and yielded a positive ROI from our association with SONKAY as primary driver of our customer satisfaction, retention and growth strategy.
Working with Lance and his Team, provided us with the confidence that we could sell our product and services and know that our customer base was being taken care of. The experience and competence brought by SONKAY has been invaluable to our business, allowing us to focus on our core business, Digital Integration Specialists.
I would recommend Lance George and the SONKAY team both as consultant specialists and providers of Customer Service Solutions and Contact Centre Optimization services. SONKAY’s claim by way of a business tagline – “Customer Experience Elevated”, was evident in all our interactions with the SONKAY team and customer feedback further supports our impression.
On behalf of Kaos Theory and our customers, it is with pleasure that this recommendation is made without reservation and with complete confidence in SONKAY’s ability to impactfully add value and deliver a professional service that will inevitably impact the business results of any company.
Gavin Perumal – Kaos Theory
Let’s work Together
HELLO
Tell Us About Your Project
+27 68 561 6989
+27 68 561 6989
askus (@) sonkay.co.za