Rewardsco Wins National Award for Transforming the Contact Centre Career Journey

In November 2025, Rewardsco was named the Top Digital Solution & Transformation Operator of the Year at the 2025 BPESA GBS Alchemy Awards for reimagining how people are recruited, trained and developed within the contact centre industry.

The award recognised a project that began with one industry-defining question from Chief Operating Officer Dwane Farquharson:

“What if a contact centre wasn’t the end of the career line, but the beginning?”

That question inspired Rewardsco to rethink the complete agent journey. The project positions contact centre roles as launchpads for broader careers in fields such as IT, HR, data, marketing and operations.

It also challenges the traditional perception of contact centre work as a temporary role with limited progression. Instead, the project recognises the industry as a valuable starting point where people can gain professional experience, build transferable skills and discover strengths that could shape their future careers.

“The goal was not just digital uplift. It was to build a career-making machine, powered by AI, grounded in behavioural science and led by human values,” Farquharson said.

The solution combines human insight with AI, psychometrics, instructional design and digital technology to strengthen how Rewardsco identifies, trains and develops talent.

By gaining a deeper understanding of each individual’s abilities and potential, Rewardsco can create more meaningful development opportunities and clearer pathways for career growth. This approach allows development to become more focused and responsive to the person, rather than relying on a one-size-fits-all journey.

While technology provides valuable insights, people remain at the heart of the solution. Digital tools support better decision-making, but it is the knowledge, experience and commitment of Rewardsco’s teams that turn those insights into meaningful opportunities.

The project is supported by the people who bring it to life every day, particularly Rewardsco’s Recruitment and Training teams. Their role is essential in finding potential, guiding development and helping individuals build the confidence and capabilities needed to progress. https://rewardsco.com/impact-sourcing/

The award further reflects Rewardsco’s belief that digital transformation should do more than improve systems and processes. It should help people recognise their potential, build valuable skills and create sustainable careers and demonstrates how technology can be used to strengthen the human side of the contact centre industry. When innovation is aligned with a clear purpose, it can create better experiences for employees while building a stronger pipeline of skilled and adaptable talent.

“Our people are our power,” Farquharson said. “When they grow, we grow, and this award is a celebration of that shared success.”