Empowering Success, Together.
We build trust-based partnerships that focus on your unique needs, ensuring your success is our success.
About Bloom Global Outsourcing
Bloom was fundamental in launching the retail division of Health4Me, an affordable private health insurance product developed by Momentum Health. Momentum, founded in 1966, is one of South Africa’s leading and most well-established insurers and underwriters. Bloom has been delighted to partner with them, having sold and serviced over 40,000 policies on Health4Me and bringing high-quality private healthcare to more South Africans for less.
As part of this launch, Bloom co-branded the Health4Me product and, from day one, was cognisant of not only our own brand integrity but also that of Momentum. Bloom has always understood and is obsessed with customer satisfaction and brand integrity. This drives long-term relationships with a loyal customer base.
We are delighted that our attention to detail and obsession with customer satisfaction has paid off and that Bloom has been the top company on Hellopeter (South Africa’s version of Trust Pilot) in the insurance industry for the last two years. It is this knowledge and attention to detail that has been replicated in Bloom’s new BPO division to ensure that we deliver the same service to our Bloom Global Outsourcing clients that we have delivered to our own loyal customers.
No. 1 in Insurance
out of 1107 companies
No. 1 in Insurance
out of 1107 companies
Our Senior Leadership Team
John Kruger
Managing Director
Tony Taylor
Operations Director
David Cox
Business Development Director
Our Mission
To empower businesses globally by delivering exceptional outsourcing solutions that enhance operational efficiency and customer satisfaction, all while utilising South Africa’s diverse and talented workforce.
Our Vision
To become a leader in the BPO industry by setting standards for excellence and innovation in customer service driven by technology and the rich cultural heritage of South Africa.
Our Values
These values reflect Bloom Global Outsourcings ethical foundation and operational aspirations, emphasising a culture that values integrity, respects diversity, fosters innovation, promotes collaboration, and strives for excellence. Such a framework not only guides internal conduct but also shapes how the company engages with clients and the community.
Integrity
Committing to transparency and honesty in every interaction to build trust with clients and employees.
Respect
Valuing the diversity and uniqueness of our employees and clients, fostering an environment where everyone is treated with dignity.
Innovation
Continuously seeking to improve and innovate our services and processes to meet the evolving needs of our clients.
Collaboration
Encouraging teamwork and partnership internally and with our clients to achieve collective success.
Excellence
Striving for the highest standards in service delivery to ensure client satisfaction and retention.
Integrity
Committing to transparency and honesty in every interaction to build trust with clients and employees.
Respect
Valuing the diversity and uniqueness of our employees and clients, fostering an environment where everyone is treated with dignity.
Innovation
Continuously seeking to improve and innovate our services and processes to meet the evolving needs of our clients.
Collaboration
Encouraging teamwork and partnership internally and with our clients to achieve collective success.
Excellence
Striving for the highest standards in service delivery to ensure client satisfaction and retention.
Frequently Asked Questions
When considering a partnership with a new Business Process Outsourcing (BPO) provider, it’s crucial to ask the right questions so as to ensure they align with your business needs, objectives, and standards. Here are 20 questions to consider:
1. Company Background and Experience
How long have you been in the BPO industry?
Can you provide an overview of your company’s history and growth?
Although Bloom is new to the international outsourcing market, we have been providing our services at a domestic level for more than five years, in conjunction with some of South Africa’s biggest corporate names. We provide cradle-to-grave support in this market, including digital marketing, sales, customer service, administration and collections functions.
2. Services Offered
What specific services do you offer?
Can you customize your services to fit our specific needs?
We offer an end-to-end suite of services to the South African domestic market, and a number of back-office functions, including customer services, retentions and billing management, and administration services in the international space. Our services are highly customisable and can be built to cater for your specific requirements.
3. Client References and Case Studies
Can you provide references or case studies from clients in our industry?
What is your client retention rate?
We still work with our very first client, who signed up in 2019, and with whom we managed to successfully navigate the Covid crisis and related market volatilities. In fact, we have, to date, never lost a partner. In addition, we have several references available if required.
4. Quality and Performance Metrics
How do you measure and ensure the quality of your services?
What performance metrics do you use, and can we review these regularly?
We use a combination of internal quality assurance processes, detailed analytic reporting and customer feedback to measure our performance. The output of these are all available to our partners in real time, alongside scheduled reporting, at your desired frequency.
5. Technology and Infrastructure
What technology platforms and tools do you use?
How do you ensure data security and compliance with regulations?
We are a cloud-first business, using a number of state-of-the-art technologies, leveraging modern advances such as cloud computing and artificial intelligence wherever possible. Additionally, our data security measures include encryption and unified threat management, and all relevant software is compliant with GDPR regulations.
6. Scalability and Flexibility
How do you handle changes in project scope or volume?
Can you scale your services up or down based on our needs?
We have flexible staffing solutions and scalable technology to handle changes in project scope or volume. We can easily scale our services up or down based on your needs.
7. Pricing and Contracts
What is your pricing model?
Are there any hidden fees or costs?
Our pricing model is transparent and based on the scope of services required. We do not have hidden fees, and we provide a detailed breakdown of costs upfront.
8. Transition and Onboarding
How do you handle the transition and onboarding process?
What is your typical timeline for getting a new client fully operational?
We follow a structured transition and onboarding process that typically takes 6 – 8 weeks. Every client transition is managed at director level, ensuring the best possible experience. In addition, we have an infographic which details every step of the process.
9. Compliance and Certifications
Are you compliant with industry standards and regulations (e.g., GDPR)?
We are fully compliant with industry standards such as the ’10 Data Security Standards’ as well as being fully compliant with GDPR regulations.
10. Disaster Recovery and Business Continuity
What are your disaster recovery and business continuity plans?
How have you handled past crises or disruptions?
We have robust disaster recovery and business continuity plans in place, including regular backups, cloud storage, and failover systems. We can provide examples of how we’ve effectively managed past disruptions.
11. Cultural Compatibility and Communication
How do you ensure alignment with our company culture?
We prioritize understanding and aligning with your company culture through regular communication and collaboration.
12. Employee Training and Development
What is your approach to employee training and development?
How do you ensure your team is skilled and knowledgeable about our industry?
We have a comprehensive training and development program that includes initial training, ongoing education, and industry-specific certifications. Our staff stays up-to-date with the latest trends and technologies in your industry.
13. Data Management and Security
How do you handle data management and protection?
What measures do you have in place to prevent data breaches?
We handle data management with the utmost care, utilizing advanced security measures like encryption, access control, and regular security audits to prevent data breaches. We operate on the premise of providing access only to data which is essential for the task or function at hand.
14. Performance Tracking and Reporting
How often will we receive performance reports?
Can we have access to real-time performance tracking?
We provide detailed performance reports on a weekly or monthly basis, and you will have access to real-time performance tracking through our client portal. If additional reporting requirements exist, our business intelligence function will be able to assist.
15. Problem Resolution and Support
How do you handle service issues or disputes?
What is your support structure for resolving problems?
Our management team is available 24/7 to handle any issues or disputes. Our escalation process ensures that any problems are resolved quickly and efficiently, and any processes are suitably adjusted, if so required.
16. Innovation and Continuous Improvement
How do you stay updated with industry trends and innovations?
We invest in R&D and continually enhance our processes through cross-functional collaboration, ensuring we stay ahead of emerging trends.
17. Geographic Reach and Language Support
In which countries do you operate?
What languages can your team support?
We have chosen to focus exclusively on the English-speaking market, as a result of our location providing a skilled workforce, with a neutral, easily understandable accent.
18. Client Relationship Management
How do you manage client relationships and expectations?
Will we have a dedicated account manager?
You will have a dedicated, onshore representative who will serve as your primary point of contact. We also have regular review meetings to ensure we exceed your expectations and address any concerns.
19. SLA and KPIs
What are the key performance indicators (KPIs) included in your Service Level Agreement (SLA)?
How do you ensure SLA compliance?
Our Service Level Agreement includes key performance indicators such as response time, resolution time, and customer satisfaction. We are committed to meeting or exceeding these KPIs. Any additional requirements can easily be catered for.
20. Termination and Exit Strategy
What are the terms for terminating the contract?
How will you assist with the transition if we decide to end the partnership?
The terms for terminating the contract are clearly outlined, and we require a 30-day notice. We will assist with a smooth transition, including transferring knowledge and resources back to you or a new provider.
Ready to outsource your services to Bloom Global Outsourcing?
Ensuring every interaction reflects your brand’s excellence.