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Valerie Roscoe: BPO consultant

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My Story

I first fell in love with the BPO industry in 2004 when I was head-hunted by a contact centre in Cape Town who wanted to grow their current capacity through the services of a savvy and fired up Customer Relationship Manager and Business Developer.

I left the advertising media publishing space and enthusiastically proceeded to immerse myself in all things BPO & O. I was lucky that I had the opportunity to cut my teeth with Calling-The-Cape, the body organisation that looked after the BPO & O industry in Cape Town at the time. It has since consolidated and is operating as Business Process Enabling South Africa (BPeSA).

They took me under their wing and I learned to sell the value proposition of South Africa as an outsourcing destination by assisting with representing our country on their stand at the annual Birmingham BPO & O show. Additional services of formulating and developing business development processes for Calling-the-Cape afforded me a plethora of wealth, knowledge and practical skills within the industry as well as my work with my employee contact centre within my designated roles.

Management Consulting Journey Begins

After filling the excess capacity at the contact centre I felt it was time to launch out on my own and identified a gap in the space for a specialist consulting firm in 2006, servicing contact centres with business development, marketing strategy, contract acquisition and client relationship management services.

10 years later I find I am still in my “honey- moon phase” and with Joie de Vivre I live to network, create, develop and implement marketing and business strategy for contact centres. Eternally fascinated by the transformation powers of technology and the inter-relation and connectedness of man and machine I see no objects, only relationships in the work I do.

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