About Connect
Discover who we are, what drives us, and why Connect is redefining contact centre outsourcing.
Who are we?
Perch Connect is a specialist contact centre outsourcing provider, supporting UK businesses from our Centre of Excellence in Durban, South Africa.
As part of Perch Group, one of the UK’s largest and most trusted debt collection groups, we combine world-class customer engagement expertise with operational efficiency. Powered by our partnership with Procera, we deliver measurable cost savings while driving improved performance and quality for our clients. Our approach is rooted in empathy, innovation, and customer-centricity, ensuring that every interaction adds value. With the strength and reputation of Perch Group behind us, we provide a seamless extension of your business, enabling you to focus on growth while we take care of your customer experience.
Why Durban?
A world-class location for UK outsourcing
Durban is fast becoming South Africa’s BPO capital. With a strong talent pool, cultural affinity to the UK, and a highly developed outsourcing ecosystem, it offers exceptional value. Lower attrition and operating costs make Durban ideal for delivering long-term results without compromise.
The people behind Connect
Skilled people, trained for your brand
We don’t just train agents – we prepare brand ambassadors. Our induction programmes cover systems, compliance, and soft skills, reinforced by ongoing coaching and client-specific refreshers. But training is only part of the story. At Perch Connect, we invest in creating a positive and supportive workplace where our people feel valued, motivated, and proud of the work they do. A happy team delivers a better customer experience, which is why we foster a culture of recognition, collaboration, and growth. This combination of expertise and enthusiasm means our teams perform to your standards from the first call to the last.
Meet Luke
Tell us about your background and the experience you bring to Perch Connect?
I have over two decades of experience in the contact centre industry, spanning technology, credit management, and offshoring. Throughout my career, I’ve held senior commercial and operational roles across consultancies, technology providers, debt purchasers, and global outsourcing organisations. All of this experience informs the expertise I now bring to Perch Connect.
What is your role at Perch Connect?
I joined Perch Connect in 2024 to lead the launch of the business. My focus is on driving the business’s growth and supporting its strategic expansion.
Why was South Africa chosen as the location for Connect’s operations?
South Africa stands out for its world-class communication skills, strong cultural alignment with the UK, a highly educated workforce, and favourable time zone compatibility. These strengths make it the ideal base for Connect.
There are often misconceptions about offshoring; how do you view outsourcing to South Africa compared to onshore services?
I firmly believe that outsourcing to South Africa delivers exceptional empathy, customer care, and satisfaction, often surpassing what is achieved through onshore services. The common misconceptions simply don’t reflect the reality of the South African market.
On a personal note, what does South Africa mean to you?
I have a deep personal appreciation for the country – its people, energy, and culture. Every visit is not only professionally rewarding but also personally inspiring.
How we give back
At Perch Connect, our commitment to Environmental, Social, and Governance (ESG) principles is central to the way we operate.
As a trusted outsourcing partner, we understand that our responsibilities go beyond delivering exceptional customer engagement, they extend to protecting the environment, supporting our people and communities, and upholding the highest standards of governance. We are focused on implementing sustainable practices that reduce our environmental impact, while fostering a workplace culture that celebrates diversity, equity, and inclusion. By partnering with Procera and drawing on the values of the wider Perch Group, we ensure our governance framework is rooted in transparency, accountability, and ethical conduct. At Perch Connect, we’re not only helping businesses unlock efficiencies and enhance customer experiences, we’re also committed to building a sustainable future and making a positive difference for our people, our clients, and the communities we serve.