Facing communication barriers: A global BPO leader’s struggle to connect

Rewardsco, a leader in Business Process Outsourcing (BPO) based in Durban, South Africa, had a long-standing legacy of handling millions of customer interactions every month. For nearly three decades, they provided end-to-end solutions for top global telecom, energy, and financial services brands. Despite their vast experience and reputation, even Rewardsco couldn’t escape the shifting landscape of customer communication.

As their customer base evolved, they faced a growing issue: customers simply weren’t answering their calls anymore. Even though their call volume remained high, engagement and trust were plummeting. Why?

The Problem: Trust was fading, and calls were going unanswered

1. High call volume, low engagement Rewardsco’s sales agents were working harder than ever, but customer engagement was lagging. Despite a consistent call volume, fewer customers were picking up, prolonging sales cycles and wasting agents' time.
   

2. Lack of control over caller identity The biggest problem? Customers didn’t know who was calling. Without any recognizable branding, their outbound calls looked like generic, untrustworthy numbers. It was hard to gain trust when customers couldn’t identify the caller. Jared Govender, Dialer & Contact Specialist, mentioned,

   “One of our biggest challenges was getting customers to pick up the phone. Our numbers didn’t come across as trustworthy — they looked generic and unbranded.”

   
   

3. Misunderstood intent, missed opportunities Even when customers were willing to engage, the lack of context led to confusion. Calls were often being mistaken as inauthentic and not genuine, tarnishing Rewardsco’s brand image and causing missed opportunities. Jacques Erasmus, Head of Dialler Management at Rewardsco explained , “We were getting grouped with shady call centers. Legitimate calls were flagged or ignored, and we could not fight that perception.”

   
   

4. Ambiguity leading to frustration Without context, even interested customers felt uncertain about engaging with a call coming from Rewardsco. Leads were lost because potential customers didn’t know who was calling or the reason for it.
   

The turning point: Enter Truecaller Customer Experience Solution

When Rewardsco sought a solution to these mounting challenges, they found Truecaller’s Customer Experience Solution to be the perfect fit.

Why did Rewardsco choose Truecaller?

• Massive consumer reach Truecaller’s huge user base in South Africa and consumers using Truecaller to identify unknown calls provided Rewardsco with unprecedented visibility, ensuring that their calls would reach customers more effectively.
  

• More than just Caller ID

  Truecaller’s solution didn’t just offer basic caller ID. It provided a complete customer experience solution, allowing Rewardsco to deliver branded, trusted, and context-rich calls directly to their target audience.

A seamless onboarding and immediate impact

The onboarding process with Truecaller was seamless, ensuring Rewardsco’s objectives were met from the outset. The dedicated Customer Success team ensured the platform was configured to align with Rewardsco’s needs.

“The team went out of their way to make the setup easy. I’d rate the onboarding experience very highly.”  — Jacques Erasmus, Head of Dialler Management, Rewardsco Sales

Now, Truecaller’s Customer Experience Solution is a cornerstone of Rewardsco’s calling operations, especially within their sales department, where it accounts for 99% of their Truecaller-enabled activity.

How it works: Clearer Calls, Better Engagement

1. Verified Business Caller ID Every outbound call is now clearly branded with Rewardsco’s name, logo, and a green verification badge. Customers immediately recognize the call, building trust from the moment the phone rings.
   

   “Truecaller made a big difference not just for our customers, but for our agents too. In the past, they often had to handle objections or complaints just because our number showed up without our identity. Now, with branded calling and features like 'Reason for Call,' our agents can focus on having real conversations instead of wasting time explaining who they are or why they’re calling.”  — Jared Govender, Dialer & Contact Specialist, Rewardsco

2. Video Caller ID For some use cases, such as deliveries and online applications, Rewardsco uses Video Caller ID capability that allows them to use a branded video to add a personal touch, making its calls even more engaging and customer-friendly. Also adding another engagement medium and trust levers for calls.
   

3. Call Reason capability

   Customers now know exactly why they’re being contacted, with clear context added to every call. This creates instant trust as customers know the intent of the call. Whether it's a follow-up or service call, the purpose is crystal clear even before the call is picked up.
   

   

   
   

The Outcome: Rebuilding Trust, One Call at a Time

Thanks to Truecaller’s Customer Experience Solution, Rewardsco now has full control over its brand presence during every outbound call. Every interaction is an opportunity to build trust, deliver value, and engage more effectively with customers. The result? A stronger, more recognizable presence in the market.

“The Truecaller Customer Experience Solution has helped us reclaim the trust of the South African customer. In the years since we began utilizing this system, we have seen a significant uptick in our contact rates, and the security of our customer interactions has been further strengthened.”  — Jacques Erasmus, Head of Dialler Management, Rewardsco Sales

“Our partnership with Truecaller strengthens performance on both sides: clients benefit from improved contactability and conversion rates, while their customers enjoy safer, more trusted interactions, enhancing the overall customer experience. This solution has become a key part of our contact strategy in a high-volume, outbound-led environment like ours.”  — Denzil Muthen, Managing Executive: Customer Operations, Rewardsco

Conclusion

In a world where customer trust is paramount, Rewardsco’s partnership with Truecaller has redefined the way it connects with its customers. With Truecaller, Rewardsco has transformed routine calls into meaningful, trustworthy conversations, laying the foundation for stronger relationships and more effective engagement.