Today saw the official launch and opening of the Business Process Outsourcing (BPO) situated in Zone 4 of the Coega IDZ as well as the opening of Discovery Health’s Service Centre.
The BPO competed with five other centre’s for Discovery Health’s business and eventually won out on a combination of factors including, sound infrastructural development, availability of highly qualified labour, world class facilities and, according to Discovery CEO, Adrian Gore; “The Coega decision was all good and we felt that we could grow strongly and quickly at a low cost.”
The Service Centre presently employs 165 people and is expected to grow to employing 400 in 2013.
The centre has great facilities for employees ranging from a spa, gym, canteen, on site car wash to a free shuttle service to town for those that need it. Approximately 3 key families have relocated to Port Elizabeth and the rest of the staff are from Port Elizabeth. A high number of graduates are employed and the numbers are certainly impressive:
- 130 000 claims are processed every day
- 124 000 calls were taken in October
- 40 000 calls are presently taken each day
- 90% of claims are electronically submitted and resolved without human intervention
- 83% of claims requiring manual intervention are resolved on the first call and
- the client post claim rating of the service centre is 8.97/10 – one of the highest in the country.
It is certainly a feather in the cap of the Coega IDZ to have added a blue chip client to the BPO park which is approximately 16 0000 square metres in size and accommodates 1500 seats – providing room for growth to accommodate more companies wishing to take advantage.
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