At Boresha Credit Services Limited Uganda, our people are our most valuable asset. We pride ourselves on having a dynamic, highly skilled, and results-driven team with the capacity to deliver exceptional Business Process Outsourcing (BPO) services across multiple domains, including customer service, debt collection, financial processing, and digital support.
1. Multidisciplinary Expertise
Our team brings together professionals from a wide range of disciplines
including customer service, finance, ICT, marketing, and operations. This diversity enables us to offer integrated outsourcing solutions tailored to the specific needs of each client.
2. Customer Service Excellence
Our call center and frontline agents are trained in:
- Clear and professional communication
- Multilingual customer engagement
- Active listening and empathy
- Conflict resolution and issue escalation
- CRM software operation and ticket management systems
This equips them to handle high volumes of customer interactions efficiently while maintaining quality and courtesy.
3. Financial and Debt Recovery Expertise
Our finance and collections teams are proficient in:
- Credit assessment and loan portfolio management
- Debt recovery strategies and negotiation
- Compliance with regulatory standards (e.g., KYC, AML)
- Use of Loan Management Systems (LMS) and accounting software
These competencies ensure ethical and effective debt recovery while preserving client reputation and relationships.
4. ICT and Digital Operations
Our ICT and back-office teams possess advanced skills in:
- Systems support and troubleshooting
- Data entry, validation, and digital archiving
- Cloud-based tools, database management, and process automation
- Cybersecurity and data protection
We leverage modern technology to support secure, scalable, and uninterrupted service delivery.
5. Sales, Marketing, and Lead Conversion
Our business development staff are trained in:
- Prospecting, lead nurturing, and conversion
- Social media marketing and digital engagement
- Cross-selling and upselling of client products
- Reporting and performance tracking using marketing CRMs
This contributes to client growth through increased visibility and customer acquisition
6. Leadership and Performance Management
Our management team demonstrates strong capabilities in:
- Strategic planning and resource allocation
- Staff supervision, coaching, and performance appraisal
- SLA compliance and quality assurance
- Risk management and process improvement
We foster a culture of accountability, innovation, and continuous improvement across all levels.
7. Capacity Building and Continuous Training
We believe in empowering our staff through:
- Regular in-house and external training sessions
- Certifications in customer experience, compliance, and IT
- Soft skills development (teamwork, time management, adaptability)
- Exposure to international BPO best practices
Our learning and development programs ensure our workforce remains agile, skilled, and competitive.
8. Scalability and Flexibilityt
Our workforce is structured to scale with ease. Whether handling a single campaign
or a multi-country operation, we maintain:
- Flexible staffing models (full-time, part-time, seasonal)
- 24/7 support capabilities
- Rapid onboarding and training for new projects
This ensures that we can meet evolving client needs without compromising quality
or timelines.
Customer Service & Dispute Resolution
Uniform standards ensure timely, respectful responses to feedback. Every interaction is seen as an opportunity for satisfaction, even when requests cannot be met.
Acknowledgement
- All complaints or requests are acknowledged within one business day.
- Acknowledgement specifies the responsible person and response time.
- Communication can be verbal, email, postal mail, or standard templates.
Resolution - Substantive responses provided within seven business days.
- Includes issue analysis and proposed resolution, with reasons if a request cannot be met.
- If more time is needed, customers are informed with an expected response date.
- Resolutions are communicated through the most appropriate channel.
Operation Policies & Procedures
BCSLU has established comprehensive policies to guide daily operations, which all staff must read, understand, and sign. These include:
- Human Resources Policy Manual (employment terms, performance appraisals, rewards, workplace conduct, safety, and discipline)
- Training Manual
- Succession Planning Policy
- Confidentiality & Non-Disclosure Agreement
- Data Network Security Policy
- Collection Strategy & Workflow
- Fraud Protection Policy
- Code of Ethics & Integrity Policy
- Complaints & Dispute Resolution Policy
- National BPO Policy
Code of Ethics & Integrity
Staff must act with integrity, follow all laws, and uphold company policies. Principles include honesty, fairness, non-discrimination, respect for privacy, safeguarding confidential information, avoiding conflicts of interest, and prioritizing health and safety.
Data Security
Strict measures protect client and customer data from unauthorized access and cyber threats. This includes securing BCSLU-owned or accessed systems to safeguard proprietary and confidential information.
Fraud Prevention
Robust control systems are in place to prevent and detect fraud, with managers responsible for enforcement and leading by example.