Title: From Merchants to Movement: The Adam Craker Story
Adam Craker, CEO of iqbusiness, recounts his journey from Merchants to founding JozI my Jozi, illustrating how businesses can drive social change in an interview with Rod.
20 May 2025
Season III, Episode #4: From Collections to Custom Connect – The Mark Essey Journey
In this episode of Rod's Pod, I sit down with one of South Africa’s most quietly formidable figures in the contact centre and BPO space – Mark Essey, Founder of Debt-IN and Co-Founder of what is now Custom Connect South Africa.
We trace Mark’s unconventional career path – from steel yards in Krugersdorp to stockbroking, debt collections, and eventually, the launch of a cross-continental BPO operation. Along the way, he shares the highs, lows, and headwinds that shaped his transition from local debt recovery to running multi-lingual offshore contact centre services for European and US clients.
This one’s packed with wisdom for operators, founders, and CX leaders alike:
• Navigating the financial realities of launching a BPO
• Transitioning from collections to customer service
• Language resourcing and nearshore expansion
• Compliance, tech stack strategies, and the real role of AI
• And why impact sourcing isn't just good policy – it’s good business
We also reflect on the recent CXOutsourcers Mindshare event in Munich, trade war jitters, and the vital importance of never burning bridges in this industry.
Mark’s story is a testament to grit, agility, and finding the human heartbeat in every interaction.
linkedin.com/in/markessey (https://www.linkedin.com/in/markessey?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BmRjgcdZfSSC8TvNw4wa%2FCg%3D%3D)mark@capabilitybpo.com (mailto:mark@capabilitybpo.com)
16 Feb 2025
Revolutionising BPO: Independent Accreditation with David Neale
In this episode of Rod’s Pod, I sit down with David Neale, a seasoned BPO leader, to discuss his groundbreaking new venture—a first-of-its-kind independent BPO accreditation model.
What’s in this episode?
The origin story of David’s venture and why the traditional BPO model needs a shake-up.
How his Golden Triangle approach combines client needs, operational delivery, and sales strategy.
The problems with traditional BPO brokers and consultants—and why his model differs.
The value of independent accreditation and how it removes risk for buyers and builds credibility for BPO providers.
Why do African BPOs and emerging markets benefit most from this disruptive approach?
Whether you're a BPO operator, an outsourcing buyer, or an industry analyst, this conversation is packed with insights on building trust, transparency, and competitive advantage in the global BPO space.
Listen now to discover how accreditation could become the new industry standard.
CONTACT DETAILS
David Neale : Founder and CEOdavidneale@gbposolutions.com (mailto:davidneale@gbposolutions.com)
LinkedIn: https://www.linkedin.com/company/gbpo-solutions/ (https://www.linkedin.com/company/gbpo-solutions/)
David Neale. LinkedIn:
linkedin.com/in/david-neale-08b80011b (https://www.linkedin.com/in/david-neale-08b80011b?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3Bjki3wou1QmSgVpd2jfY2pw%3D%3D)
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Podcast Authority Score: 43 / 100
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Engagement
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