Meet our Managing Director, Luke Dillon
19 May 2025
Tell us about your experience?
I’ve worked in the contact centre industry for over 20 years. Working across numerous verticals, from technology and business transformation to credit management, and offshoring. It’s genuinely exciting to now leverage that experience to help UK businesses with high-volume contact needs access a customer-centric, offshore solution that doesn’t compromise on quality.
Where did it all start with Perch Connect?
In 2021, Perch Group made the decision to outsource a proportion of its Customer Communication division to South Africa. The quality of service and the level of customer engagement exceeded our expectations. Driven from these successes, in 2023, we began a comprehensive market review of 16 outsourcing operations across Cape Town, Johannesburg, and Durban.
The outcome was clear. We selected Procera Group as our chosen partner in Durban – a business with over 30 years of experience and a proven track record and legacy in financial services. We were hugely impressed by their team, culture and – most importantly – their resolute commitment to quality.
Perch Group works with over 70 clients. A number of them expressed interest in accessing the same high-quality service we had established in Durban. Outsourcing was the final missing piece of the credit lifecycle services offered by Perch Group. Therefore, launching a new division felt like the natural next step.
And so, Perch Connect was born!
Why South Africa?
We explored several global outsourcing destinations. However, because a large part of our service involves voice-based customer engagement, it quickly became apparent that South Africa could deliver against all our nuanced requirements. The quality of communication, empathy, and professionalism from South African teams consistently outperforms other markets.
We’ve found that the neutral, clear, and relatable accent resonates extremely well with UK customers. Combining that with a strong cultural alignment, a highly educated workforce, and a deep understanding of customer service, and it is clear to see why South Africa is one of the fastest-growing outsourcing destinations in the world.
Additionally; the cost efficiency allows businesses to access premium service levels without compromising on quality. For us, it’s not about chasing the lowest cost — it’s about delivering the best possible experience for our clients and their customers.
What are the common misconceptions with South Africa outsourcing?
One of the most common misconceptions we encounter in market; is that outsourcing to South Africa is prioritising cost over quality customer engagement. This could not be further from the truth. Offshore doesn’t mean offsetting quality. However, some people still presume offshore means heavy accents, poor service levels, or a lack of cultural alignment. In reality, South Africa has become one of the leading destinations for customer contact because it delivers quite the opposite.
Another misconception is that offshore means impersonal or transactional service. What we’ve seen, and what our clients experience and feedback testify to, is that South African teams deliver incredibly high levels of empathy, rapport, and customer care. In fact; the customer satisfaction scores are higher than onshore equivalents.
There is also an assumption that differences in time zone will lead to challenges. However, South Africa operates in the same time zone as the UK (or just one hour ahead), which means ubiquitous working hours for customer contact.
Finally, the perception that businesses who offshore means access to less control. The reality is the opposite. When the right partnership is in place with strong governance, clear service levels, and transparent reporting, you can actually gain greater oversight and consistency.
You love visiting South Africa, what are you favourite things to do?
Absolutely, I love visiting South Africa. It’s not just about the work, although I genuinely enjoy spending time with our team in Durban. There’s something special about the energy, the culture, and the warmth of the people.
South Africa is an incredibly beautiful country, from the coastline to the wildlife to the vibrant cities, it’s a place that constantly surprises you. But what really stands out for me is how passionate and committed people are. Whether it’s in the workplace or out in the community, there’s a real sense of pride in what they do.
I always come away feeling inspired, both by the professionalism of our team and by the country itself. It’s a privilege to spend time there, build relationships, and see first-hand how much value South Africa brings to the businesses we work with.