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Plan B Call Centre Solutions: Morwesi More

Morwesi More is breaking new ground in the call centre solutions industry

Juliet Pitman



Morwesi More of Plan B

If you’re looking for a way to set your business apart, look no further than the improvement of customer service. A snap survey of the attitudes of ordinary South Africans to general business service levels reveals that most people think the service they receive leaves much to be desired. “Retaining customers you already have is so much easier than trying to get new ones,” says Morwesi More, founder and director of Plan B Call Centre Solutions. She believes call centres are one of the most effective tools available to businesses to improve their customer service levels. “It is easier for both customers and businesses to interact via a call centre rather than face-to-face each time a customer has a query or complaint. Also, removing the need for a walk-in centre can help minimise business costs,” she adds.

This might be stating the obvious, but the fact is that businesses in South Africa have been slow to make use of call centre solutions. This is particularly puzzling considering that our skills base is of a high enough standard to prompt many UK-based companies to set up their call centre operations in this country. Few people understand precisely how call centres can be used to help their business materially improve its customer service levels. “The result is that businesses are reluctant to spend money on setting up a call centre, in spite of the fact that doing so is an investment in better customer service,” More adds. But these industry-specific challenges have not been a hindrance to Plan B’s success. Started by More three-and-a-half years ago with funds she had saved, the company now employs almost 280 staff members and has clients in the government, private and parastatal sectors. As a promoter of the importance of customer service, More is on call 24 hours a day. “A client can call me at 3.00am and my service level agreement states that I have to respond within an hour,” she explains. A zealous pursuit of service excellence drives the training of her call centre agents. “The business has a first-call resolution policy which means that our agents are trained to solve a customer query immediately. If that’s not possible, we call the customer back.” When asked what makes for a good agent, she replies, “They have to understand the client and their products and be able to gauge caller satisfaction.” Ever vigilant about its service levels, the company also conducts regular customer satisfaction indexes and randomly monitors calls at its various centres.

Much of the company’s success can be attributed to this stringent quality management system, but some of the credit must also go to More’s willingness to break into new territory. “I’m not a comfort zone person and I like to take risks,” she says. There are few call centre solutions specialists in the industry and Plan B is the only one that is 100% black- and female-owned. More explains that overcoming negative attitudes towards her race and gender has been a challenge. “Key decision makers in business are largely white and male and some find it hard to believe that I can provide them with a cost-effective and efficient call centre solution,” she says, adding that international clients can be equally prejudiced. She has also experienced the flip-side of the race coin where companies award Plan B call centre contracts precisely because it’s black-owned, but have no real faith in its ability to deliver. Infuriating as these attitudes can be, More has chosen to focus instead on building a track record that nobody can argue with. “I have nothing to prove and I try to let the work I do speak for itself,”she adds. Her goal for the future is simple: “When people think ‘call centres’ I want them to think Plan B Call Centre Solutions,” she says, explaining how she aims to firmly establish a footprint in the private sector so she can make the most of every opportunity that comes her way. Young, talented and hard-working, this is one woman the industry is sure to hear more of.

Juliet Pitman is a features writer at Entrepreneur Magazine.

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25 Of The Most Successful Business Ideas In South Africa

Find out who’s making waves in numerous industries and how they managed to differentiate themselves in local and international industries.

Nicole Crampton



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“Disruption is all about risk-taking, trusting your intuition, and rejecting the way things are supposed to be. Disruption goes way beyond advertising, it forces you to think about where you want your brand to go and how to get there,” says Richard Branson.

South Africa has its fair share of innovative and disruptive businesses taking both local and international industries by storm. From cutting edge space technology to reimagined logistics, and innovative business models, here are 25 of the most successful business ideas in South Africa:

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Colin Timmis Says ‘Position Yourself For Success By Starting With The Numbers’

People pay first who they feel pressure from, so people will pay you when they feel pressure from you.






Entrepreneur Colin Timmis founded South Africa’s first cloud accounting practice in 2011, Real Time Accounting. Then, a few years after being appointed as South Africa’s first Xero partner Colin became Xero Country Manager South Africa. Xero is the emerging global leader of online accounting software that connects small businesses to their advisors and other services.

Related: Pat Pillai On How He’s Helped Over 5000 Entrepreneurs Using 3 Key Steps

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Two 20 Year Olds Reshape Entrepreneur Landscape With New Social Investment Platform

The Merge vision is to become the ‘go to’, digital meeting place for entrepreneurs and investors, and to truly make a difference in the world.

Merge Connect




Vital Stats

It’s no secret that finding the right investor for your venture is a challenge that most entrepreneurs face. The current process of finding investment is one that is outdated, and limits entrepreneurs due to a lack of time, and network that is needed to find the right investor. But, this doesn’t have to be the case in today’s digital society, says Zander Matthee and Brandon Bate, co-founders of Merge.

“By making the Internet the middleman, we are able to connect with each other much simpler and faster than before” was Zander’s response. “We have taken advantage of this, and have created a digital meeting place for entrepreneurs and investors” added Brandon.

Merge is a social platform that connects entrepreneurs and investors. It aims to simplify, refine and accelerate the process of finding investment for entrepreneurs, and the process of finding investment opportunities for investors. From idea to developed, the platform allows entrepreneurs to present a brief outline of their venture to a network of all investor types. While doing this, entrepreneurs are able to browse through, and connect with investor profiles that suit their requirements.

Related: 8 Codes Of Success That Helped Priven Reddy of Kagiso Interactive Media Achieve A Networth Of Over R4 Billion

From Private Investors to Venture Capital, and everything in between, Merge allows all investor types to join. Investors have the opportunity to personalise their feed to suit their investment preferences, and will be able to connect with innovative businesses – that are looking for investment – at their fingertips. Only once there is a mutual interest in each other, are users able to enter a secure private chat where they can discuss further and share documents under the protection of a digital NDA.

The two boys became good friends during their time in high school at St Stithians Boys College. However, it was only in their last year, 2016, that they decided to pursue their dreams and create the platform. They didn’t know how to code, so rather ironically, they needed some form of investment to get the platform off the ground.


“We knew we had a mountain to climb, but we believed in our vision and that we were really trying to make a difference, and if we could get others to see that, they would be onboard.” said Zander.

Related: Lessons From The Rich And Famous: Manage Your Money Like Oprah To Avoid Going Into Debt Like Nicholas Cage

Chris Peters is one of these individuals that bought into their vision, and became Merge’s first investor. As a successful entrepreneur and part time investor , Chris saw how much value the platform could bring to all entrepreneurs and investors alike. His marketing and strategic background gave him insight into how Merge could play a vital role in a lucrative space, Brand involvement.

“Entrepreneurship and SME development are two key factors that drive economic growth in developing countries like South Africa. That is why brands are currently getting involved, and looking to support entrepreneurs through various means. We have built a platform that allows these brands to successfully market, and execute on the programmes they have created to assist entrepreneurs.” said Chris

Merge was created to assist all entrepreneurs and investors in finding exactly what they are looking for, regardless of age, race, sex, financial position or social status. That is why anybody can sign-up as an entrepreneur. As long as you are determined and willing to work for your dreams. For too long has the investor space been seen as an “elite club for the select few”, and Merge is here to change that. Whether you’ve gotten your bonus at the end of the year and looking for new investment opportunities, or are an active investor, you can sign-up. Whether you’re currently working, or a retired industry leader, you can join as a mentor.

Their vision is to become the ‘go to’, digital meeting place for entrepreneurs and investors, and to truly make a difference in the world.

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