26 October 2019
Lance has been in the BPO space for more than 18 years, working up the proverbial ladder, from a Call Centre Agent, to Senior Management.
He has successfully setup and operated small, medium and large operational environments, for both the domestic and international markets. Through mentorship and coaching, he leads people to be the best version of themselves and thereby showing personal growth for the individual, which ultimately is beneficial to the company’s commercial benefit.
Lance believes in leading through a value system and making this the fulcrum for decision making and problem solving. He places huge emphasis on people development as part of the vehicle that can drive successful business and therefore create more jobs in the SA market.
In 2017 Lance started his own management consulting business, offering products and services to the contact centre industry. He is passionate about the customer experience and assists businesses in enhancing this experience through every touch point. As a result of his years of experience, he has the ability to step back and understand the entire customer journey and drive efficiencies to ensure maximum customer satisfaction.
He has successfully been able to assist clients reach contractual SLA’s and provide them with insights to optimize their operational environments. In addition, he works to COPC standards which ensures that his clients environments are always deploying best practice methodologies.