Mark and Cindy Hill: “We deliver results by building strong partnerships”

News on Sunday speaks to Mark and Cindy Hill, the President and CEO of Apollo Blake Ltd, an ICT/BPO company based in Ebène. In less than a decade, Apollo Blake has successfully established itself as a major global service provider in one of the fastest growing sectors in Mauritius.

Please tell us about yourself.

We have worked in the call centre/BPO industry for a combined period of 44 years.  In fact, we actually met many years ago working together in a call centre. We both started as agents and have progressed through every operational position: customer service representative, team leader, quality assurance monitor, trainer, account manager and managing director. 

Why are you in this industry?

Most people in our industry do not say as young children, “When I grow up, I want to work in or own a call centre”.   The vast majority in our industry migrates to the industry for a specific job opportunity and then chooses to remain. For us, we enjoyed our initial positions and chose to stay because of the inherent challenges and rewards – and how we felt we could be a positive influence in the industry.

What do you do differently from others?

We deliver results by building strong partnerships.  We and our partners create a symbiotic operation focused on superior customer care. The average level of customer care delivered around the globe is actually poor.  We have all witnessed this as consumers. Far too many in our industry try to manage by metrics, abstract concepts, or meaningless buzz words. The fact is, it is simple.  Service the customers.  We custom build solutions for each of our clients focused on that simple axiom – service the customer.  The equipment, the metrics, the philosophies – yes they are all components of consideration but they do not drive the end result.  People do!

How do you help people grow to the next level and be their best?

We have a formal Human Resource program which mentors each employee.  We assist in defining short and long-term personal goals, and plans to achieve these. Our corporate culture keys on personal growth, responsibility, and advancement.  For our company to grow and be successful, our people must as individuals.

How do you encourage others in your organisation to communicate the “core values”?

By setting the example and holding everyone accountable to our core values.  As you can see, our motto is “Our Strength is Our Team”.  We are only as good as the collective unit.  How you act, how you behave and how you influence your fellow workers is how “we” will be measured and how we succeed.

What do you value most about your corporate culture and vision?

How we personalise it!  Most of us in the workplace spend more waking time at work than at home.  We of course want our people to grow professionally, but the key is their growth personally. “Character matters” is our personal favourite phrase.  Life is full of challenges and obstacles – and if you approach them with character and conviction, you will eventually succeed.

What are the most important things or experiences that have brought you to where you are today?

Three most important things! Firstly, our development of a strong, core team of leaders.  We have worked with most of our leaders here in Mauritius for over 11 years.  Then our belief.  We’ve always believed in Mauritius as an excellent destination for our business and in the people.  Our clients from North America and Europe repeatedly tell us that the Mauritian people are the absolute best – great to work with, fun to be around, and very competent in their work! Finally, global consciousness.  We have experience working on three different continents with a vast diversity of cultures.  Even though technology is quickly “closing the continental gaps”, you must understand local cultures do not change at that pace, and you need to be able to bridge differences to meet the expectations of all parties.

What are your plans for the company going forward?

As any company in any industry, we must change with each paradigm shift.  We are currently diversifying our skills sets to provide a wide range of services to each client – not just one at a time: accounting, transportation management, back office, customer service, social media management, etc.  To be a one-stop location for all their outsourcing needs. From 2008 to 2016, we brought a total revenue/turnover of Rs 860,000,000 to Mauritius.  Our goal is to achieve this again – but within the next 5 years!!!