Engagement Models

Outsourcing is about partnership and we believe that this partnership should be flexible and adaptable — enabling your organisation to partner with us in ways that suit your operating environment and service objectives.

Some of the models we currently incorporate are:

• Build Operate Transfer
  
  Build Operate Transfer or ‘BOT’ arrangements are services outsourced for a specified period of time. Through this model customers are assisted in the setting-up of a contact centre from start to finish. The customer covers the establishment of the operation infrastructure and the acquisition of facilities and staff.
  
  Sibize will assist the client in accessing allocated set-up incentive and funding should the project qualify. Once the centre and services are established, management and ownership is transferred to the customer. This service transfer platform is designed to ensure process integrity and minimise inherent migration risks.
  
  
• Traditional Outsourcing
  
  The entire contact centre service and its operations are outsourced in order to leverage the expertise and cost benefits offered by the outsourcing partner.
  
  Sibize takes complete responsibility for delivering the service and executing quality measurements on process outcomes, but does not directly manage the process — this responsibility remains with the customer.
  
  
• Co-Managed Outsourcing
  
  Co-managed outsourcing follows the traditional outsourcing model, with one addition: a manager from the customer organisation is located at the delivery centre.
  
  This approach provides an added level of confidence because of the presence of an experienced organisation manager, while it takes full advantage Sibize industry knowledge and competencies.
  
  
• Assisted Build Out
  
  The Assisted Build Out model works well for organisations that require assistance with specific processes associated with captive operations.
  
  These processes include: recruitment, training, quality initiatives and/or technology support.
  
  Sibize currently supports Mogale City Municipality Customer Contact Centre with quality initiatives and technology support.
  
  
• Reserved Capacity
  
  Primarily meant for captive operations, the Reserved Capacity Model enables the purchase of enough outsourced capability, in terms of staff and infrastructure, to perform a certain amount of work. This capacity is kept in place, regardless of the workload.
  When this option is employed, the captive centre does not have to adjust staffing to meet workload demands, thus, avoiding the expenses associated with constant staffing readjustments.