Sales Operations
Our Sales Operations team aims to delight both prospective and existing customers, every day, at every customer touchpoint.
Using a variety of tools and strategies, our team plays a crucial role in expanding our customer base by ensuring smooth onboarding processes and delivering top quality customer service.
We are committed to ensuring every customer interaction is memorable and valuable, and we make every effort to consistently surpass customer expectations.
Customer Services & Multi-media
The Customer Services and Multi-media departments is where professionalism meets commitment to service excellence.
We’re dedicated to delivering top-notch service to our customers, offering multiple touchpoints for seamless connections—whether it's through inbound calls, emails, and WhatsApp.
Our core focus is to guarantee a consistently positive customer journey from start to finish.
Workforce
Our Workforce Management department plays a key role in optimising our call centre operations.
We focus on strategically aligning our staffing needs with customer demands, ensuring that we have a skilled and available workforce precisely when our customers need assistance. From forecasting and scheduling, to monitoring and adjusting in real-time, our Workforce team’s dedication enables our call centres to achieve top service levels.
Quality Assurance
Our Quality Assurance (QA) department plays a crucial role in maintaining the exceptional standards we deliver to our customers. Through meticulous monitoring and analysis of customer interactions with our customer centre, we uphold the highest levels of service excellence.
By consistently evaluating performance and providing actionable feedback, our QA team ensures that every interaction aligns with our company's values and customer expectations.
Debt Review & Recoveries
Recoveries:The Recoveries team at Tenacity is where our specialists excel in managing relationships with External Debt Collections agencies (EDCs). Utilising expertise in systems, the Debt Collections Act, contact centre operations, and risk management, our team guides, and coaches EDCs to meet recovery targets, directly impacting Tenacity's profitability.
Debt Review:Our dynamic Debt Review Department is an integral part of the Tenacity Call Centre, dedicated to supporting our customers embarking on the Debt Review journey. We serve as a key liaison between customers and their registered Debt Counsellors, supplying necessary documentation and addressing inquiries related to Ombudsman compliance matters, ensuring regulatory adherence every step of the way. With expertise in negotiation and relationship management, we tackle credit and debt counselling challenges head-on, prioritizing the rehabilitation of our customers' credit profiles.
Collections Department
At Tenacity, you'll find a dynamic business environment where our staff are constantly challenged to reinvent the way we do business in order to support the rehabilitation of customers in default.
Compounded by economic factors, our Agents are vibrant and trained to engage clients both inbound and outbound, affording the best customer experience whist in the rehabilitation phase of their account status and credit record.
Fraud Department
Our proactive Fraud department, plays a vital role in detecting, preventing, and managing fraudulent activities in customer interactions.
At Tenacity, we prioritise safeguarding the integrity of customer transactions and protecting the organization from financial losses and reputational damage. We are passionate about combatting fraud and ensuring a secure environment for our customers and company.
