Local advantages: Quality call centre in Hilton

2010-12-21 00:00

A PIETERMARITZBURG professional turned businessman, Brett Gray, is the driving force behind a new call centre based on a unique model in the industry.

“The model is fewer quality calls with a well researched client,” Gray told The Witness.

The business, which trades as Tiespro 191, is based in Hilton.

Gray, who is a former leasing manager at Liberty Properties, explained that he identified a need to present a broader offering in the call centre market. “A UK client needed a low- cost option to call the smaller business sector.

“Compared to the UK, we are a low- cost option and we do the business. So all in all a win-win, with a happy client, and happy, well-paid staff.”

Hilton has offered Gray a quiet, convenient location with suitably priced office space. Gray’s client base consists of UK- and South Africa-based clients.

He said there are major plans to grow the business. “We have a few local clients, but will build this over the next two years. We are launching a CRM [Customer Relationship Management] system that links to a telephony system that is fully integrated, with automatic uploads, voice recording, and all at a fixed cost, which is very exciting and not available anywhere in the marketplace.”

Gray employs 26 people at the call centre. “Our philosophy to pay more and get the best is certainly working for us. We have non-traditional call centre staff — some are qualified teachers, restaurant managers, professional sportsmen and general managers.”

Opportunities in the Business Process Outsourcing (BPO) and call centre arena have increasingly been in the spotlight in recent years, with countries like India and Mauritius seemingly leading the way.

Gray said South Africa has also capitalised on opportunities in this area.

“One of our advantages is in accent-neutrality. When the call centres left the UK and opened up in other parts of the world, accent was a big issue. Half my staff [members] have been to the UK, and most of those have worked there for a year or two.”

Gray has a full-time, leading trainer from the UK who is now based in Hilton. “I believe our sales training combined with the attitudinal work we do, make our staff some of the best trained in the contact centre industry.

“There is huge potential in our sector, and we are best placed to capitalise on this.”

Join the conversation!

24.com encourages commentary submitted via MyNews24. Contributions of 200 words or more will be considered for publication.

We reserve editorial discretion to decide what will be published.
Read our comments policy for guidelines on contributions.

24.com publishes all comments posted on articles provided that they adhere to our Comments Policy. Should you wish to report a comment for editorial review, please do so by clicking the 'Report Comment' button to the right of each comment.

Comment on this story
Comments have been closed for this article.

Inside News24

Traffic Alerts
There are new stories on the homepage. Click here to see them.


Create Profile

Creating your profile will enable you to submit photos and stories to get published on News24.

Please provide a username for your profile page:

This username must be unique, cannot be edited and will be used in the URL to your profile page across the entire 24.com network.


Location Settings

News24 allows you to edit the display of certain components based on a location. If you wish to personalise the page based on your preferences, please select a location for each component and click "Submit" in order for the changes to take affect.

Facebook Sign-In

Hi News addict,

Join the News24 Community to be involved in breaking the news.

Log in with Facebook to comment and personalise news, weather and listings.