SureCall is a purpose-driven business process optimization company – we have global customers, and we design bespoke solutions for front and back-end processes so that companies can focus on their core business. Some examples would be the help desk, tier one and two technology, emergency escalations, and financial services. We partner with our clients to produce an exceptional customer experience for the end user. Our vision is to empower our partners and transform the world. Our mission is to delight our customers, give back to the community and take care of each other.
Our core values are:
- “We are a diverse and inclusive Tribe that honours and respects individuality.”
- “Collaboration and idea sharing is the best path to creativity and growth.”
- “Trust is the foundation of great partnerships with our team and our customers.”
- “We embrace failure as a first step to reaching our greatest potential.”
Tell us about yourself?
My background has always been in telecommunication and communication technology. I have worked in the industry for over 30 years and specifically in the call centre BPO world for many of those years. I got into this work as a job to help me through University and ended up loving it so much that I stayed! It was a way to help customers to scale and grow their businesses by providing essential services that created a fantastic customer experience.
If you could go back in time a year or two, what piece of advice would you give yourself?
Don’t let anyone tell you it can’t be done. If they do, you are working for the wrong company. Don’t be so hard on yourself. When we fail, we learn. Otherwise, we put self-imposed limitations on ourselves and never reach our full potential. We miss all the opportunities that we do not take because we are scared to fail.
What problem does your business solve?
My business solves multiple problems by doing one thing, allowing our customers to focus on their core businesses. By taking on all the processes outside of manufacturing a product or doing a specialized service, we give our customers the freedom to reflect on how to better their products or services and grow their businesses, and work on the big picture. We provide peace of mind that our team will take care of everything else.
What is the inspiration behind your business?
When you start to do too much in your business, you lose sight of the thing that matters most, and that is working on growing your business and bettering your product. Our team ensures our partners have the bandwidth to do just that by taking on all the flow processes, whether it’s dealing with customer issues, order processing, follow-up, surveys, escalations, proactive contacts, or any other service that is related to CX (customer experience).
What is your magic sauce?
Our unique differentiator is our culture. There is a stigma out there about call centers and how they run their operations. SureCall is a purpose-over-profit company. We focus on community giving and solving the world’s most critical problems through our GoodCall program. Currently, we are supporting educating females in underserved communities and fighting human trafficking in the most afflicted areas. We are also a certified B Corporation – which is incredibly difficult to obtain in our industry. We have won B Lab’s Best for the World in community giving four years in a row, putting us in the top five per cent of B Corps in the world. We are sustainability leaders with the UN Global Compact and work towards Sustainable Development Goals in all our functions. This translates into meaningful work that attracts and retains both team members and new customers. Our award-winning culture is something most businesses look for when partnering with any company. We look after our team, and they, in turn, give exceptional service to our customers.
What is the plan for the next 5 years? What do you want to achieve?
Our vision is to have more of a global presence and lead the industry in community service through our GoodCall program. As we mentioned previously, our vision is “Empowering our Partners and Transforming the World”. Going global will give us more opportunities to connect with clients around the world because every transaction they do with our company allows us to provide more funding to the GoodCall Program.
What is the biggest challenge you’ve faced so far?
We had several years of unsustainable growth. We had to start to delay our onboarding of new accounts as we needed to ensure that we could still provide outstanding service to those who had signed up with us. It’s tough to say no to new business, but sometimes you have to in order to preserve your reputation and goodwill with the business community.
How can people get involved?
We love to work with companies who want to make a difference by partnering with us. We also love to see companies grow and become successful by using our services to allow them the time and energy to focus on their big-picture objectives. You can learn more about SureCall at www.surecallcc.com, or you can email us at bdt@surecallcc.com.