However, significant gaps often exist between the in-store service and that offered via contact centres, as they are often considered two very separate functions.   

Understanding the Silos: The Gaps Between Employees 

Studies show that up to 49% of companies struggle with breaking down silos when serving customers through various channels. While contact centres invest in integrated solutions like CRM systems and AI tools to support their agents, these employees often lack detailed product training. Conversely, in-store staff receive extensive product training but may lack the knowledge of wider issues such as delivery and ongoing product quality issues. This disconnect results in disparate customer experiences across touch-points when consistency is key. 

Why the Employee Gap is a Problem 

To thrive, organisations must adopt a holistic ‘customer-first’ approach, ensuring all customer-facing staff are equally equipped with training, guidance, and tools. Viewing contact centre agents and in-store representatives as separate entities ignores their shared goal: delivering excellent customer service. 

Merging the Customer Experience Across Channels 

1. Provide Uniform Training 

All customer-facing employees should receive comprehensive training on emotional intelligence, brand ethos and product knowledge. This ensures everyone can handle complaints, guide customers to the best products, and deliver consistent service regardless of the channel. 

2. Empower with Technology 

Equip in-store staff with tools and platforms used by contact centres, like inventory management systems and CRMs. Mobile-ready interfaces enable quick access to necessary information on the shop floor or at a desk. Ensure that contact centre staff have access to extensive product information and easy points of escalation to support customers at the first time of asking.  

3. Foster Collaborative Growth 

Create a unified team by encouraging collaboration across all customer-facing roles. Conduct regular cross-channel meetings to share insights and strategies to enhance the customer experience. This strategic alignment drives innovation and cohesive company culture. 

4. Integrate Customer Feedback 

Gather and integrate customer feedback from both in-store and contact centre interactions. Use this data to continuously refine and improve service delivery across all touchpoints. 

5. Real-Time Data Sharing 

Implement real-time data-sharing solutions to ensure that both in-store and contact centre teams have access to the most current information. This enhances response times and accuracy in customer interactions. 

6. Maintain Unified Customer Profiles 

Develop unified customer profiles that are accessible to both teams. This will personalise the customer experience and ensure continuity across different channels. 

Align Your Teams for Better Customer Service 

In-store and contact centre interactions can be integrated to provide seamless, consistent, and efficient customer experiences. By aligning training, technology, and teamwork, retail businesses can bridge the gap between in-store teams and contact centre reps, ensuring every customer interaction is positive and professional. The more effective you are at aligning your teams, the more your customer satisfaction rates will grow. 

Partnering with an outsourcing expert like DDC Outsourcing Solutions for your contact centre can significantly enhance your customer experience strategy. Benefit from their extensive market exposure and specialised expertise in customer experience (CX). To start that journey, get in touch with DDC today. 

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Routine administrative and back-office tasks may feel like a burden, getting in the way of core business functions and hindering productivity. In an age defined by efficiency and innovation, businesses are re-evaluating traditional operational models. Outsourcing back-office processing and administrative tasks has emerged as a strategic decision that can allow businesses to optimise resources and enhance productivity by outsourcing routine tasks to a team of experts.  
 
In this blog, we’ll delve into three of the key benefits that organisations can unlock by entrusting their back-office functions to an experienced outsourcing partner. 

1. Driving Value 

Collaborating with an outsourcer can unlock value in multiple ways. An experienced outsourcing partner will bring specialised knowledge and expertise to back office processing tasks, ensuring accurate and efficient completion with the benefits of technology and best practice methods. They will also seek to continuously improve processes to drive tangible results. This is at the heart of our approach at DDC. Last year, for one of our data coding clients we averaged delivery of at least one continuous improvement suggestion per week. By actively engaging with our clients and harnessing our industry knowledge, we are able to deliver targeted improvement strategies that centre on streamlining processes and elevating quality, giving our clients a competitive edge.  

Outsourcing also allows organisations to access skilled workers at a fraction of the cost associated with maintaining an in-house team. For example, one of our clients was able to save 50% off their bottom-line costs when they initially moved their in-house solution to DDC. From the costs associated with recruitment and training to office space and equipment, the commercial advantages of outsourcing enable businesses to allocate finances more strategically and focus on their core business needs. This offers not only financial benefits, but also the opportunity to collaborate with a wide variety of expertise and diverse skill sets from teams across the globe. 

2. Scalability and Flexibility 

The business landscape is dynamic, and scalability is a key factor for success. Outsourcing provides organisations with the ability to scale operations up or down based on market demands. For example, when one of our long-standing clients in the data industry recently faced rapid growth in their marketplace, DDC were able to increase the existing team capacity by 74% with a 2-week lead time for recruitment. This enabled our client to rapidly expand their service offering and deliver the volumes needed to support their growing customer base, adapting their data coding support without the constraints of permanent staffing commitments.  

Outsourcing also allows companies to benefit from flexibility. DDC provides various solutions beyond back-office processing tasks, such as customer services, data coding, and data content creation. Like many of our customers, you may discover that outsourcing back-office tasks is the first step in understanding what other issues we can address. Collaborating with a dynamic outsourcing partner removes the necessity for managing multiple suppliers. This streamlines communication and reduces the administrative work associated with managing multiple vendors. 

3. Enhanced Productivity 

Efficiency is the hallmark of outsourcing success, and outsourcing back-office tasks offers two main ways of driving enhanced productivity. Firstly, offloading these functions frees up internal teams, allowing them to redirect energy and resources towards activities that directly contribute to core business competencies, leading to gains in productivity for internal teams. 

Secondly, delegating administrative tasks allows organisations to streamline their operations and reduce turnaround times. An experienced outsourcing partner will be equipped with the relevant industry knowledge, latest technologies, and best practices to optimise processes for maximum productivity and accuracy. 

By leveraging these advantages and working with us, one of our data clients was able to offload an average of 4,000 administrative and back-office tasks per month by setting up a small offshore team in our Philippines location. This team have quickly become experts in this area, completing these tasks quickly and with a high degree of accuracy. This has freed up our client to concentrate on their core business needs. 

Conclusion 

As technology continues to advance, the dynamics of outsourcing are also transforming. Future trends suggest an even greater integration of artificial intelligence and robotic process automation, indicating a new era of efficiency and innovation. On this journey, outsourcing back-office processing tasks can be a strategic ally, with organisations that embrace outsourcing, positioning themselves for success in an increasingly competitive and dynamic business environment.  
 
This blog has highlighted just a fraction of the numerous benefits that can be realised from outsourcing. Reach out to us today to explore how we can support your business by optimising processes and identifying potential opportunities for outsourcing your back-office tasks. 

Find our Case Studies HERE

For customer service professionals looking to stay ahead of the curve, here are the top three trends to watch out for in 2024: 
 

1. The Rise of AI in Customer Experience (CX)

Artificial Intelligence (AI) isn’t just about chatbots anymore. In 2024, AI is set to revolutionise CX in myriad ways. Whether it’s predictive analytics to anticipate customer needs, intelligent automation to streamline processes, or advanced machine learning algorithms that improve over time, AI is transforming how businesses interact with their customers. Embracing AI in CX can lead to improved efficiency, greater customer satisfaction, and a significant competitive edge. 

2. Personalisation: The New Normal 

In an age where customers are inundated with choices, personalisation has become the key to standing out. More than just addressing customers by their name, it’s about providing tailored experiences that reflect their preferences, buying history, and even future needs. By leveraging data and technology, businesses can create highly personalised interactions that make customers feel valued and understood, leading to increased loyalty and repeat business. 

3. Trust as a Competitive Advantage 

In 2024, trust isn’t just nice to have—it’s a must-have. Customers are increasingly conscious of their data privacy and demand transparency from businesses. Companies that can demonstrate a clear commitment to data security, ethical practices, and honest communication will gain a significant advantage in the market. Trust, after all, is the foundation of any successful customer relationship. 

As the world of customer service continues to evolve, staying ahead of these trends is crucial. But you don’t have to do it alone. At DDC Outsourcing Solutions, our customer service specialists are ready to help you navigate these changes and deliver exceptional experiences that meet your targets and keep you relevant in the industry. 

To learn more about how we can help your business stay ahead of the curve, visit our website Expert Outsourcing Company | DDC Outsourcing (ddcos.com). Here’s to a successful and customer-centric 2024! 

Trend 1: Customer Service Outsourcing Evolves 

Exceptional customer service is in high demand in today’s marketplace. According to Zendesk, delivering excellent service increases the likelihood of repeat purchases by 81% of consumers. With companies focusing on retention to counteract economic challenges, 54% now rely on outsourcing for managing customer service demands. BPO leaders offer a range of services, including omnichannel support, customer retention, and tech support. Outsourcing customer service unlocks value and provides businesses with unique market insights based on extensive experience in different sectors and organisations. 
 

Trend 2: Nearshore Outsourcing Increases 

Nearshore outsourcing has seen a significant increase in adoption, especially in countries like the United Kingdom. According to a survey, approximately 65% of respondents plan to continue or even increase their outsourcing to nearshore companies in the coming years. 

While all forms of outsourcing have gained traction recently, nearshore outsourcing has become increasingly popular for several reasons. It allows businesses to collaborate with companies in close proximity to their operations and target market, without compromising on quality, all while enjoying cost savings. Additionally, nearshore outsourcing can enhance communication by minimising time zone differences and addressing cultural compatibility and compliance challenges. 
 

Trend 3: Automation & AI Improves Efficiency 

Artificial Intelligence (AI) and automation are disrupting various industries, and outsourcing is not an exception. These technologies are being integrated into outsourcing services, automating repetitive tasks, and leaving more complex tasks to human workers. While this trend brings numerous benefits, such as increased efficiency and reduced costs, it’s also essential to be prepared for potential challenges, such as the onboarding of tools too quickly or without a clear purpose.  
 

Trend 4: Knowledge Process Outsourcing

Unlike traditional forms of outsourcing, Knowledge Process Outsourcing involves delegating work to individuals with extensive training or expertise in specific areas, such as data analysis, process improvement, or research and development. 

Moreover, in an era where businesses seek to minimise labour costs, the practice of hiring temporary experts to collaborate with their teams, rather than employing full-time staff, is becoming increasingly prevalent. This approach allows companies to tap into specialised knowledge while optimising resource allocation. 

Misconception 1: Reduction in Quality 

One of the most common misconceptions about outsourcing is that it results in a reduction in quality. However, this largely depends on the outsourcing partner you choose. By selecting a reliable partner with a proven track record, you can ensure high-quality services. It’s also crucial to establish clear communication lines and set expectations upfront to maintain quality standards. 

Misconception 2: Loss of Control 

Another common fear is losing control over the outsourced operations. However, it’s essential to understand that outsourcing is a collaborative effort. Companies can maintain control over their outsourced tasks by setting clearly defined goals, establishing robust communication channels, and regularly monitoring progress. These strategies help in building a successful outsourcing relationship, where control is shared rather than lost. 

The Evolving Trends of the Outsourcing Landscape 

As we anticipate 2024, the outsourcing landscape will continue to evolve, driven by advancements in technology, changing work dynamics, and an increased emphasis on data security. By understanding these trends and debunking the misconceptions, businesses can better navigate the outsourcing world and leverage its numerous benefits.  

Remember, it’s not about replacing your workforce with an outsourced one, but rather about strategic partnerships that enable growth and foster innovation. Embrace the opportunities outsourcing presents and gear up for a future where geographical boundaries blur, collaboration excels, and business potential expands. 

Why not get ahead of the curve and reach out to an outsourcer with decades of experience?  

Check out our Case Studies

Retail, a sector that has always been on the move, is about to undergo even more significant changes. In this follow-up to our previous blog post on the top five retail trends, we explore how these developments could impact customer service and outsourcing. 

Trend 1

In the age of omnichannel retail, the line between physical and digital shopping is blurring. This shift requires a new breed of customer service agents who can thrive in both environments. The evolution from brick-and-mortar stores to online platforms to social media interactions demands a versatile skill set. This transformation might necessitate extensive training and development opportunities to ensure agents can deliver a seamless customer experience, irrespective of the channel. 

Trend 2

AI is no longer the future – it’s the present. With AI tools automating routine tasks, customer service agents can concentrate on resolving complex issues that require a human touch. While chatbots and virtual assistants tackle straightforward queries, human agents will become critical in handling escalated cases and providing personalised service. However, retaining the ‘human’ element in customer service is vital as automation becomes more prevalent. 

Trend 3

The diversification of shopping channels brings its own challenges. Ensuring customer service teams can handle inquiries across all channels will require businesses to develop multi-skilled agents. Whether it’s traditional phone calls, social media interactions, live chats, or even emerging technologies like VR and AR, agents must be adept across platforms. 

Trend 4

Customers are increasingly aligning their purchasing decisions with their personal beliefs and values. As such, customer service agents must embody the company’s ethos, acting as brand ambassadors. They’ll be more than just problem solvers – they’ll be the face of the brand’s values and mission. 

Trend 5

In a world where convenience is king, customer service strategies must evolve. Speedy response times, round-the-clock availability, and efficient problem resolution will become the norm. This shift may demand flexible working hours for customer service agents or the establishment of global service teams to cover various time zones. 

While these trends present a host of opportunities for enhanced, personalised customer service, they also bring challenges. Businesses will need to invest in training and development, reevaluate their work methods, and prioritise value alignment and convenience. 

Prepare Your Business for the Future of Retail 

As 2024 approaches, it’s clear that the retail landscape won’t stand still. To prepare for the future, businesses must adopt a comprehensive approach that appeals to modern customers’ needs and wants. 

With demands at an all-time high, ensuring your business has access to the additional skills and support it may require is crucial. Outsourcing essential processes can help reduce costs and enhance revenue potential. 

Discover how outsourcing can transform your retail business and put you ahead in this ever-changing industry.

1. The Convergence of Digital and Physical Retail 

By 2027, e-commerce is projected to reach a market value of approximately $5.56 trillion, surpassing traditional retail as more individuals embrace online shopping. However, this shift does not diminish the significance of physical retail experiences. 

Consumers still desire real-world interactions with retailers, especially if it means accessing unique experiences. As we approach 2024, companies must reimagine the integration of the digital and physical realms. This could involve offering pick-up in-store incentives to drive in-store footfall or introducing QR codes in physical stores to enhance the shopping journey by providing additional information and deals.  

An emerging trend expected to gain momentum is the demand for immersive VR/AR experiences that simulate real-world interactions, even in online shopping environments. 

2. The Rise of AI Tools 

AI tools are revolutionizing industries across the board, especially with the rise in popularity of generative AI solutions. According to a recent AI retail survey, nearly half of professionals (48%) believe AI will have the most significant impact on the retail sector in the next 3-5 years. 

The key to success lies in harnessing these resources effectively. In today’s world, where consumers crave personalised experiences, AI technologies can be crucial in delivering tailored recommendations and shopping journeys to buyers.  

By leveraging generative AI tools powered by your own business data, you can engage with customers online, provide prompt responses to their inquiries around the clock, and even offer relevant tutorials and guidance for new shoppers.  

Furthermore, AI can empower customer service and sales agents by providing them with quick access to the information they need to deliver a superior experience. It’s important to remember that AI is not meant to replace human experts; instead, it is a powerful tool to enhance their performance. 

3. Shopping Channels Continue to Expand 

Digital transformation has revolutionised the shopping experience in ways that exceed our expectations. Shopping is no longer limited to traditional e-commerce or physical stores; it now extends to apps, metaverse environments, and even social media platforms as customers embark on their buyer journeys. 

By 2023, the social commerce market reached an impressive milestone, reaching a value of $2.4 trillion. As Generation Z enters the buyer market and the creator economy flourishes with new influences, shopping behaviours are undergoing significant changes, ensuring the continuous growth of social commerce. 

Today’s younger customers seek a seamless buyer journey across the channels they frequent the most. This necessitates companies listing their products on platforms like Instagram, Facebook, and TikTok or creating virtual environments that offer real-time purchasing opportunities. 

The good news is that embracing multiple channels translates into increased sales opportunities for retailers. The more channels they incorporate into their strategies, the wider their reach and the greater their potential for success. 

4. Greater Demand for Shared Values 

Gaining customer loyalty has become increasingly challenging in the retail industry. Economic difficulties and cost of living crises are influencing shoppers worldwide. However, research indicates that organisations can retain their customers by embracing shared values. 

According to studies, approximately 56% of customers feel more loyal to brands that understand and resonate with them. Furthermore, 89% of customers remain loyal to companies prioritising shared values. So, what values should companies emphasise as we approach 2024? An empathetic approach is paramount. 

Given that consumers are facing financial struggles, retailers must make the purchasing process more accessible. Offering buy-now-pay-later options and customisable subscription plans are increasingly valuable. 

In addition, customers expect their favourite brands to contribute to protecting and preserving the environment. Around 4 out of 5 customers are more inclined to purchase from brands demonstrating a positive commitment to sustainability. If your company does not have an environmental, social, and governance (ESG) strategy in place, now is the time to develop one. 

5. Convenience is Key 

Convenience in shopping has always been a popular demand in the retail sector, but its importance is growing as we approach 2024. Even industry giants like Amazon are investing in cutting-edge technologies, such as drones, to enable faster deliveries than ever before. 

Since the pandemic, companies have embraced options like “in-store pickup,” allowing customers to collect their orders at their convenience instead of waiting for delivery. Offering a wide range of delivery options and convenient fulfilment methods has become crucial. 

However, enhancing shopper convenience goes beyond just delivery options. Providing seamless experiences, both online and offline, is equally important. In-store self-service checkout options will be a necessity in 2024, while one-click checkouts online will make purchasing a breeze for customers. 

In the coming years, retailers must thoroughly examine the customer’s buying journey and proactively eliminate any obstacles at each touchpoint. 

By prioritising convenience, retailers can enhance the overall shopping experience and foster customer satisfaction.   

Coming Up Next Week…

We’ll take a look at how these changes might impact customer services and demand for outsourcing services.  

Check out our retail stories

Knowing how to capture the right data and use it efficiently isn’t just helpful; it’s a necessity. Capturing and processing data still requires significant human intervention; whilst automation (in the form of Robotic Process Automation or RPA) and now AI continue to refine and enhance the process, it is yet to eradicate the need for data capture specialists.  

These technological advancements have certainly, over the years, helped to greatly increase processing volumes and the speed at which they are handled. They minimise inaccuracies and can even help identify patterns. The question is, what does all this mean for the future of data capture workforces?  

The Impact of AI on Data Capture Processes 

Data capture has long stood as a pivotal process in the realm of information gathering. It encompasses the collection of data from various sources (text, images, PDFs, voice recordings, and more). The primary objective is to collect valuable data and convert it into a format that can be processed, analysed, sold, and so much more. 

For years now, technological advancement has been revolutionising the data capture landscape. AI and automation tools have helped to drive an efficient, streamlined, and powerful process. In fact, the market for automatic data capture and identification tools is expected to grow to a value of $134.7 billion by 2032.  

How AI Improves the Data Capture Process

AI-driven solutions offer sophisticated capabilities for the extraction, recognition, and interpretation of data, potentially minimising human intervention.  

With artificial intelligence, companies can: 

• Improve data quality: With adaptive learning and machine learning tools, companies can benefit from systems that automatically adjust processes and improve the accuracy and quality of the data captured for assessment.  
• Translate raw data into insights: Data analysis is a complex process which requires significant expertise. While AI may not yet be able to match the skills of an experienced data analyst, it can help identify data and rapidly offer insights into potential trends and patterns, making the data captured by businesses more valuable.  
• Streamline complex data capture: AI tools can capture complicated data from a variety of structured, semi-structured, and unstructured documents. Pre-processing tools can even annotate key data fields and ensure data is labelled correctly for analysts.  
• Accelerate data capture: AI tools can capture data from systems, processes, and interactions in real time. This reduces the need for employees to spend endless hours creating notes and uploading documents into systems. Real-time tracking also ensures companies can maintain complete visibility into their operations.  
• Automate data validation: Manually validating data can be a time-consuming and error-prone process. AI-based solutions can enhance the processing workflow, using templates and pre-implemented methods to validate and identify data. The right tools can even ensure data is stored in the right place or sent to the correct teams.  

AI and Data Capture Experts: Better Together

So, if AI in the data capture landscape is so powerful, does it eliminate the need for data capture experts, such as data entry professionals and analysts? Simply put, the answer is a resounding no. While McKinsey suggests about 64% of data collection activities can be “automated”, many companies have discovered that the best results come from using AI tools and human skills in tandem.  

AI can certainly help data capture experts accomplish more in less time and even improve the accuracy of data capture strategies. However, data capture experts are still necessary for many parts of the process. For instance, AI can use machine learning to attempt to determine which forms of data need to be captured for your business, but it can’t effectively separate the best insights for your business goals from endless volumes of data points.  

AI tools also have a number of limitations. AI tools, despite their capabilities, do come with certain limitations. Even if they’re trained to detect and redact personally identifiable information from documents, there are instances where important details can be overlooked – particularly where the format of the data source varies or is inconsistent in structure. Some solutions can make mistakes when processing data, and others struggle to process certain forms of unstructured data with a high level of accuracy. Such limitations can have significant impacts on businesses when it comes to data protection regulations.  

Additionally, AI can only handle so much of the data collection and analysis process. It can collect data rapidly but can’t always check it for correctness or convert information into valuable formats, consider medical data or allergen information, for example. The accuracy of this data is essential; mistakes can be a danger to life. Can we, or would we, ever be inclined to trust that process to ever go ahead without human interaction? Many of our client projects use a blend of OCR technology and human agents in a hybrid solution, leveraging both the advantages of technology and the skills of a data capture specialist. For example, OCR might read a form/document/label image of a product, and a human data capture agent perform a QA check to ensure the data aligns with processing rules and third-party regulations and corrects any OCR errors, thus feeding back to the OCR system and improving the technology.  

Ultimately, AI is having a positive impact on the data capture landscape, just like it’s leading to progress in various other business operations and tasks. However, it’s simply a tool that can help to improve efficiency, scale data processes, and boost productivity. It’s not a replacement for human experts. AI should be seen as an assistant for data professionals.  

It should empower these experts to be more effective, efficient, and accurate in their roles than ever before, allowing them to unlock better results for businesses. While AI is a powerful tool for positive change, it’s not a magic solution for every data entry or management problem. If you’re planning on implementing AI into your ecosystem, don’t rush it. Consider what you want to achieve and engage with those delivering that task currently; they are the data experts and will have valuable perspectives and insights into the best use of AI technology and where it can play the most effective role. 

Take the time, consider the applications that can best benefit your business and teams, and make sure you’re leveraging the right combination of machine intelligence and human expertise.  

Why not engage with an expert data capture outsourcer who can help you identify the right approach to solve your challenges and unlock value in your data?  

Contact Us

The evening’s festivities, hosted by the esteemed Fiona Bruce alongside an exciting surprise celebrity guest, promise an unforgettable experience. Mark your calendars for the awards gala on Tuesday, November 21, at the iconic Evolution venue in Battersea Park, London. 
 

Celebrating Excellence: Shortlisted for Multiple Coveted Awards 

We’re doubly thrilled to announce that our exceptional efforts have earned us a coveted spot on the ECCCSAs shortlist. Our dedication to excellence and innovation has been recognised in the following categories: 
 

Outsourced Contact Centre of the Year: This nomination underscores our commitment to delivering outstanding customer experiences. 

Best BPO Partnership (Small) – Utility Warehouse: Our partnership’s remarkable success story is a testament to our collaborative spirit and the shared pursuit of excellence. 

As the anticipation builds, we eagerly look forward to celebrating alongside the industry’s finest. The ECCCSAs Awards Ceremony on Tuesday, November 21, is poised to be an evening of recognition, inspiration, and connection.  

For the latest updates, please visit: www.ecccsa.com 

Whilst maybe not as entertaining or as talented in the kitchen, the trip was no less important. So, John Callachan (CEO), Simon Keeler (COO) & Julian Lamont (CFO) set out last November to visit our operational locations in Serbia and Bosnia & Herzegovina, and here is the story of that trip told by John (excluding some images that marketing has been sworn to conceal!).   

DAY ONE   

A direct flight to Belgrade from Heathrow awaited today. Our offices in Belgrade opened earlier this year, and we have since been enjoying the fantastic service from Air Serbia; I can’t even complain about the inflight food.  

In less than three hours, we were walking through arrivals in Serbia, where we were met by a true DDC legend, Kemal Babic, Managing Director of DDC MLS. He’s been with us since the beginning of our Balkans journey and continues to lead it with the kind of passion that has made it such a success. 

After some local food and a catch-up on some of the hot topics with Kemal, it was time to rest up ahead of a busy few days. Although, the festive atmosphere and great food were hard to walk away from! This trip was incredibly important to me and the board, we continue to grow rapidly in the region. The team are such a great example of all that we love about the company, so the opportunity to spend some quality time with everyone was much needed. We want to give a voice to as many people as we can, and to us, that isn’t a suggestion box; that’s a physical presence, hearing first-hand suggestions and even criticisms to help us develop. 

DAY TWO 

A great start to the day as we met face-to-face for the first time with the General Manager of our Serbian operation, Djordje Jankovic. It is important to us that within each location we operate, they have as much autonomy as possible and local representation is key to that.

We first visited our custom-built offices that are currently under construction. At the moment, we are operating under two roofs with much expansion on the horizon; we took the decision to invest in a long-term option. To see the build come to life from the drawings, we have all discussed was amazing. I can’t wait to visit the vibrant atmosphere in place when the whole team has moved in and made it their own.  

Our success in Bosnia & Herzegovina has been remarkable, but it has also left us wondering how we could effectively replicate it elsewhere. So, it is hard to portray just how happy we are to see the same excellent work ethic and skill sets in Serbia. Not only fantastic language availability but the standard in which they are used, and the level of conversations we had in English was phenomenal. It really allowed us to have a great discussion around our operation, with everyone keen to put forward suggestions for improvements.  

One moment really stuck with me, as I observed a member of the team as they sent an email in one language and handled a chat in another whilst speaking to me in English! Managing English at times is a challenge for me, so to see that first-hand was remarkable.   

We said our goodbyes and, more importantly, expressed our gratitude to the team before we went out once more to sample the local cuisine and bars. The Christmas markets were a great touch, and the hot rakija was a nice nightcap and certainly easier to drink than the regular stuff!  

Part two of the trip will be released soon…

John, Simon & Julian on Tour!