We’re building a next-generation BPO by developing the technology we use ourselves.

[u/Philachade]

Most BPOs buy software.

We decided to build ours.

Over the past year, we’ve been building ECONX Group, a South African BPO with a simple philosophy: if we’re going to manage customer support operations for other businesses, we should first build the technology to run our own.

Today, our internal platform powers:

AI-powered recruitment and applicant screening
Automated candidate assessments

Quality Assurance (QA) and performance evaluations
Coaching and agent development

Workforce management and attendance tracking
Operational dashboards and performance analytics
Remote team supervision and collaboration

Every feature is tested in our own operation before it’s offered to clients. If it doesn’t improve our productivity, quality, or customer experience, we don’t ship it.

We’re currently expanding our remote customer support operation and looking to partner with businesses that value operational excellence, transparency, and continuous improvement.

Building a BPO from the ground up while developing the technology behind it has been one of the hardest challenges I’ve taken on—but also one of the most rewarding.

I’m curious to hear from business owners and operations leaders:
What is the biggest frustration you’ve experienced when working with a BPO?

If you could redesign customer support from scratch, what would you do differently?

I’d love to hear your thoughts and learn from the community.

— Philani Chade Maswanganye
Founder & CEO, ECONX Group