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Innovation Group boosts operational capacity for Xmas rush

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Innovation Group, the technology enabled outsourcer and innovator, has beefed up the operational capacity at its call centres to ensure that its clients will be able to cope with assisting road users during the busy festive season.

A recent news bulletin revealed that road accidents cost the South African economy R45-billion a year, with South Africa having the fourth worst road accident rate in the world.
Innovation Group, one of the country’s biggest BPO players, represents the “bulk of the big players” in the motor industry, says Pule Mokoena, group executive of marketing at Innovation Group.
“The festive season is a particularly busy period for our road assistance side of the business and so we have assured that our contact centres are able to operate around the clock. We have also implemented strict backup provisions regarding staffing and technology.”
"In 2006 December 1 015 incidents requiring road assistance were handled by our contact centres.
“Our road accident statistics are really appalling. While some companies naturally make money out of this scourge – providing necessary services such as road side assistance – we really need to see our statistics improving. Being ranked with the fourth worst accident rate in the world shows how much work still needs to be done.”
Mokoena says the South African subsidiary has notched up annual turnover increases in excess of 30% since 1998.
“Innovation Group has established itself as the dominant player in the South African business processing and software outsourcing market. The company, which is wholly owned by London-listed Innovation Group plc, has seen its staff complement expand by more than 100 during the last 12 months. This takes its head count to more than 800.
The company provides software and back office processing solutions for a multitude of industries, including life and general insurance, financial services, the motor industry, banking and property. Innovation Group clients include Nedbank,ABSA,Standard Bank, Ford, Toyota SA, Jaguar,and McCarthy Group