Procera Group

Procera is an international, Africa-based Business Process Outsourcing (BPO) organization with over 30 years of experience. While we primarily offer full-service BPO solutions, providing offshore outsource services tailored to meet our clients’ needs. Headquartered in Durban, South Africa, with operational centers in South Africa and Namibia, Procera supports global businesses with multilingual, multi-channel service delivery.

Our team of over 2,500 full-time employees supports over 50 leading global brands across the USA, Canada, UK, Australia, and Africa, operating 24/7/365. Transforming traditional BPO operations while maintaining the flexibility and adaptability needed in today’s dynamic business environment. Our people-centric approach and data-driven technologies optimize operations and drive exceptional customer experiences.

What Procera Group offers its clients

Procera offers a range of outsourcing models, including full-service BPO and customized outsourcing solutions tailored to our partners' unique needs. We manage the full customer journey, from acquisition and seamless customer experience (CX) to world-class collections, with a strong focus on digital engagement.

Our comprehensive customer lifecycle management spans all contact channels, including voice (inbound and outbound), live chat, email, WhatsApp, social media, SMS, and omnichannel support.

Our Service Offerings Include:
Customer Acquisition & Retention
Customer Service & Care
Order Management
Complaint Resolution
Loyalty, Upsell & Cross-sell
Back Office Support
Billing & Payments
Debt Collection & Accounts Receivable Management
Early-Stage Debt
Third Party Recovery
Asset-Based Recovery
Late-Stage Debt
Capital Solutions
Customized Software Development
Data & Analysis Services
Business Intelligence
Quality Assurance

24/7/365 Support:
Our centers operate around the clock, ensuring continuous service availability every day of the year. We’ve optimized staffing schedules to maintain consistent coverage, minimizing any potential disruptions and ensuring seamless support for our clients.

How Procera Group outshines the competition

Procera stands out from the competition by combining industry-leading performance with a strong people-first approach. Here’s how we differentiate ourselves:

1. Unmatched Agent Retention & Stability
Our attrition rate is among the lowest in the BPO industry (2.5-3.5%), ensuring experienced, well-trained agents handle client interactions.
Stability translates to better service quality, higher customer satisfaction, and reduced retraining costs for our clients.
2. Proven Success in Offshoring to South Africa
We specialize in helping international businesses seamlessly offshore their contact center operations to South Africa.
Clients benefit from cost efficiency without compromising service quality, thanks to South Africa’s skilled, English-speaking workforce.
3. Agile & Client-Centric Approach
Unlike larger, rigid BPO providers, we offer flexible solutions tailored to each client’s needs.
We don’t take a one-size-fits-all approach—we adapt quickly to market shifts and operational challenges.
4. High-Quality Talent Without the Premium Price Tag
Our hiring and training processes ensure that our agents perform at the level of top-tier global competitors.
Clients receive top-quality service at a competitive price, maximizing their return on investment.
5. Confidence in Delivery
We don’t just promise results—we deliver. Our approach challenges the status quo and raises the standard for outsourced services.
Whether it’s first-party collections, inbound customer service, or other specialized functions, we ensure measurable impact for our clients.

Procera Group company structure

Procera is a privately owned South Africa company with a structured leadership team overseeing its operations. The company operates independently, with a management framework that ensures strategic decision-making, financial stability, and long-term growth. Ownership is aligned with the company’s mission to deliver high-quality customer experience solutions while maintaining agility and innovation in the industry.

Sample highlight service offering of Procera Group

Top-Tier Agents at 30-50% Lower Cost: Premium customer service, collections, or sales teams without the premium price tag

2.5-3.5% Attrition Rate: Our stable workforce ensures consistent performance

Scalable & Tailored Solutions

Seamless Offshoring to South Africa: Tap into a skilled, English-speaking talent pool with exceptional customer service skills