I started my journey in the South African BPO market almost ten years ago. On this journey a lot of the focus has been around customer-centricity, delivering results and introducing new customers to the South African market. I’ve learnt so much from so many, and I’m proud to say, have exceeded lots of expectations for many international brands.

However, to achieve this, there has been one underlying piece that isn’t often talked about as much as I think is equally, if not more important, than customer KPI’s. It is the ‘how,’ we have created the success. This isn’t always from the technology or operational transformation programmes, it is from creating trust and loyalty, throughout the organisation. It is the small things, the thank you, the acknowledgement, the environment and the families that we have created, over time.

Creating a positive environment.

I have been a member of the amplify5 family for less than 3 months, and in this short space of time, we have created a fresh, new, positive environment, that not only delivers the numbers, but that has made people feel valued and special, to the extent of 100% attendance across the entire business, on more than one occasion in the last few weeks.

This focus is one of creating an intentional culture that celebrates individual and team successes, that gives credit when credit is due, is a culture that offers a sense of accomplishment, and I’m honestly extremely proud, to be a part of this team.

Means so much to be heard.

I try to engage with my teams 90% of the time by being visible, create an open-door policy and provide support, its genuinely means so much to be HEARD! And, to know that somebody cares about your development and growth. I have learnt that it’s important to step back, evaluate and define your workplace culture – both what it is now and what we want it to be in the future.

To ensure this is possible, we have brought the team on the journey, we have allowed them to shape the business, to reward them in the ways they want to be rewarded. To celebrate success in ways that make them feel proud and valued. And this is only the start.

Shaping the future of amplify5.

We are electing an engagement committee, where the team vote for each other, to build a plan for 2022, targeting fun and theme days, setting benchmarks for outstanding customer commitments, to celebrate, and to shape how they want the future of amplify5 to look, day to day, every, day.

If one works for a company where the culture is a great fit, then that is a recipe for success, and I can’t wait to continue to build upon this exciting start to our time, here at amplify5.

Written by guest writer Aphiwe Manqoyi.