OUR CUSTOMERS
We place the customer at the centre of every decision we make.
HomeChoice is fortunate to have incredibly loyal customers who are predominantly black urban females, in the LSM 4 to 8 categories spread across South Africa and the neighbouring countries of Namibia, Botswana, Lesotho and Swaziland. FinChoice offers personal loans to South African customers only.
Customers are primarily serviced through our world-class, customer-focused inbound and outbound call centres call centres.
Inbound call centres
We receive up to 18 000 customer contacts a week at our Customer Service Call Centres. To ensure quality standards, we record all calls, constantly monitor calls and provide our service representatives with ongoing coaching around interactions. We also have a dedicated service team that responds to customers’ messages, letters, faxes and electronic correspondence.
Outbound Call Centres
As a direct marketing organisation, outbound call centres are central to our marketing strategy. HomeChoice has a 130-seater outbound contact centre and FinChoice a 60-seater contact centre. Our sales centre staff are able to answer any questions our customers have about our products and our services. We provide ongoing training to our sales staff.
KwikServe™
Our new self- service mobile channel, KwikServe™ allows customers with a cell phone to conveniently and securely access and transact on their account, 24 hours a day, 365 days a year.