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    The Contact Centre Operations Industry in South Africa 2024

    Yasmin Mahomedy | South Africa | 09 May 2024

    The Contact Centre Operations Industry in South Africa 2021

    Yasmin Mahomedy | South Africa | 06 September 2021

    The Contact Centre Operations Industry in South Africa 2019

    Natalie Bryden | South Africa | 15 August 2019

    The Contact Centre Operations Industry in South Africa 2017

    Yasmin Mahomedy | South Africa | 25 May 2017

    The Contact Centre Operations Industry in South Africa 2015

    Yasmin Mahomedy | South Africa | 22 September 2015

    Report Info

    Report Summary Table of Contents
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    Report Coverage

    This report on contact centre operations, including private and government operations, includes information on the size of the industry, such as number of jobs and service providers, growth, trends and issues, notable players, data security risks and threats, government support and influencing factors. It includes profiles of 38 companies that are notable players in the industry such as CCI, Merchants, Sigma Connected, Teleperformance and StarTek.

    Introduction

    • The growing local contact centre industry is part of business process outsourcing, whose revenue is expected to grow at a higher rate than global growth. \r\n
    • The industry is labour-intensive and has been tipped as a catalyst for job creation, particularly among youth. \r\n
    • The industry’s growth is attributed to government support, infrastructure, a favourable time-zone, work ethic, English language proficiency and neutrality of accent. \r\n
    • As unemployment continues to increase, more unemployed local graduates have been turning to the industry, which is targeting 500,000 new jobs by 2030.

    Trends

    • Government support and incentives are helping to encourage international investment.
    • Some players are expanding into townships and creating more employment opportunities.

    Opportunities

    • Corruption and failing government call centres provide opportunities for the private sector to manage/offer BPO services.
    • Growing number of international businesses outsourcing call centres to South Africa to reduce costs.

    Challenges

    • Higher labour rates compared to major competitors such as India and the Philippines.
    • Increasing cost of electricity and unreliable electricity supply.
    • Slow economic growth, could cause South Africa to lose it competitive advantage.

    Outlook

    • The industry is growing rapidly and providing jobs. Cape Town in particularly has emerged as a destination of choice and is driving overall growth of the market. \r\n
    • Government is expected to continue supporting the industry by offering financial support for companies outsourcing to South Africa.\r\n
    • Government grants have focused on expanding operations with a strong emphasis on the industry’s high-value services in the information technology, finance, health, legal, and retail sectors. \r\n
    • As more companies look to outsource their business processes, South Africa is likely to remain an attractive destination for business process outsourcing services.

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    The Contact Centre Operations Industry in South Africa
    The Contact Centre Operations Industry in South Africa 2024

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    Industry Landscape

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    Industry Organogram

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    Historical Reports

    The Contact Centre Operations Industry in South Africa 2021-09-06

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    The Contact Centre Operations Industry in South Africa 2019-08-15

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    The Contact Centre Operations Industry in South Africa 2017-05-25

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    The Contact Centre Operations Industry in South Africa 2015-09-22

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    Table of Contents

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    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    2.3. Size of the Industry 4
    3. LOCAL 6
    3.1. State of the Industry 6
    3.2. Key Trends 11
    3.3. Key Issues 11
    3.4. Notable Players 11
    3.5. Regulations 12
    3.6. Enterprise Development and Social Development 13
    4. AFRICA 14
    5. INTERNATIONAL 15
    6. INFLUENCING FACTORS 17
    6.1. Data Security Threats 17
    6.2. Economic Environment 18
    6.3. Labour 18
    6.4. Technology, R&D, Innovation 19
    6.5. Government Support 20
    7. COMPETITIVE ENVIRONMENT 21
    7.1. Competition 21
    7.2. Ownership Structure of the Industry 22
    7.3. Barriers to Entry 23
    8. INDUSTRY SUMMARY 23
    9. OUTLOOK 23
    10. INDUSTRY ASSOCIATIONS 24
    11. REFERENCES 24
    11.1. Publications 24
    11.2. Websites 24
    ANNEXURE 1 26
    Relevant Regulation 26
    APPENDIX 1 28
    Summary of Notable Players 28
    COMPANY PROFILES 32
    1Stream Managed Technology Solutions (Pty) Ltd 32
    Accenture (South Africa) (Pty) Ltd 34
    Aegis Outsourcing South Africa (Pty) Ltd 37
    Altron TMT (Pty) Ltd 39
    Business Connexion (Pty) Ltd 42
    Care Call Retail and Distribution Services (Pty) Ltd 45
    CCI SA (Durban) (Pty) Ltd 46
    CCI SA Domestic (Pty) Ltd 48
    CCI South Africa (Pty) Ltd 50
    Cubix Solutions (Pty) Ltd 52
    Digital Mall (Pty) Ltd 54
    Dreamscheme 76 (Pty) Ltd 56
    Durban Technology Hub NPC 58
    EC Three (Pty) Ltd 60
    Ernst and Young Services (Pty) Ltd 62
    EXLService South Africa (Pty) Ltd 64
    FSP Solutions (Pty) Ltd 65
    Full Circle Contact Centre Services (Pty) Ltd 67
    Gijima Group Ltd 68
    i-Talk Call Centre Solutions (Pty) Ltd 71
    iContact (Pty) Ltd 73
    Ignition Telecoms Investments (Pty) Ltd 75
    Laboria Solutions (Pty) Ltd 77
    Mango 5 (Pty) Ltd 79
    Merchants SA (Pty) Ltd 81
    Mindpearl South Africa (Pty) Ltd 83
    MTN Group Ltd 85
    Nextec Industrial Technologies (Pty) Ltd 89
    O\'Keeffe and Swartz Consultants (Pty) Ltd 92
    Outworx Contact Centre (Pty) Ltd 94
    Procera (Pty) Ltd 96
    SA Commercial (Pty) Ltd 98
    Sigma Connected (Pty) Ltd 100
    SoluGrowth (Pty) Ltd 102
    State Information Technology Agency SOC Ltd 104
    TP South Africa Trading (Pty) Ltd 107
    Webhelp SA Outsourcing (Pty) Ltd 109
    WNS Global Services SA (Pty) Ltd 110

    Report Coverage

    This report focuses on the South African contact centre industry, a subsector of the business process outsourcing industry. It includes information on the state of the sector, job creation, government support, and influencing factors. There are profiles of 40 companies including international companies with call centre operations in South Africa such as Aegis, CCI, Merchants, Outworx and Webhelp, and back office suppliers such as Altron and Business Connexion.

    Introduction

    This report focuses on the South African contact centre industry, a subsector of the business process outsourcing (BPO) industry which, according to consultancy firm McKinsey, was valued in 2020 at approximately R7.8bn in revenue. Business Process Enabling South Africa, an industry body, said the sector generates R1.9bn per annum in export revenue, from contracts to outsource services mainly from the United Kingdom (UK), United States (US), and Australia. Robust support by government, through the incentives offered by the Department of Trade, Industry and Competition (DTIC), has seen the sector grow despite the challenges posed by the coronavirus pandemic. In 2020, 7,354 additional jobs were created in the Western Cape. The Protection of Personal Information Act, which came into effect in July 2021, requires contact centres to ensure that the personal information of their customers is stored securely and removed if there is no user consent. The Act says unsolicited electronic communication as a form of direct marketing is prohibited unless certain provisions of the act are complied with. Outbound call centres (conducting sales/telemarketing) for example, need to capture clients’ preferred mode of communication (such as email or sms only), and exclusively communicate with them on that channel.

    Strengths

    • Significant cost savings – South Africa has one of the lowest cost of operations for English contact centre delivery.
    • Solid performance due to government incentives and industry support.
    • Sophisticated infrastructure and enabling environment.
    • South Africa is a high-quality voice call destination.
    • Time zones are compatible with the UK and Europe.

    Weaknesses

    • High labour rates compared to some competitors such as India and the Philippines.
    • Increasingly costly and often unreliable electricity supply.

    Opportunities

    • Continued improvement of network to strengthen connectivity and lower costs.
    • Growth due to demand by financial, legal, retail, and other sectors for contact centre services.
    • More international businesses outsourcing call centres to South Africa to reduce costs.

    Threats

    • High telecommunications costs, increasing electricity and labour costs, and slow economic growth, could cause South Africa to lose it competitive advantage.
    • Political unrest could discourage companies offshore from outsourcing business processes.

    Outlook

    South Africa has established itself as a lucrative outsourcing hub, and the business process outsourcing industry is expected to continue expanding, as many companies embrace remote working and migrate functions to productive locations in emerging markets. To maintain its most favoured offshore destination position, South Africa will need to ensure that it remains cost effective as a business and investment destination and continue to be able to offer skilled workers. While it is still too early to say how political uncertainty will affect the industry, Business Process Enabling South Africa’s Andy Searle said “service interruption has a cost, as do any potential lost opportunities. The biggest loss will be reputational damage. South Africa fought hard to establish itself as a stable and reliable destination, where even a global pandemic could not halt service delivery, and a concerted effort is going to be needed to get back on track.”

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    The Contact Centre Operations Industry in South Africa
    The Contact Centre Operations Industry in South Africa 2021

    Full Report

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    Industry Landscape

    R 1 330.00(ZAR) estimated $ 73.15 (USD)*

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    Industry Organogram

    R 450.00(ZAR) estimated $ 24.75 (USD)*

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    Historical Reports

    The Contact Centre Operations Industry in South Africa 2024-05-09

    R 20 000.00(ZAR) estimated $1099.99 (USD)*

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    The Contact Centre Operations Industry in South Africa 2019-08-15

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    The Contact Centre Operations Industry in South Africa 2017-05-25

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    The Contact Centre Operations Industry in South Africa 2015-09-22

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    Table of Contents

    [ Close ]
    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    3. SIZE OF THE INDUSTRY 4
    4. STATE OF THE INDUSTRY 5
    4.1. Local 5
    4.1.1. Corporate Actions 10
    4.1.2. Regulations 10
    4.1.3. Enterprise Development and Social Economic Development 12
    4.2. Continental 13
    4.3. International 14
    5. INFLUENCING FACTORS 16
    5.1. Coronavirus 16
    5.2. Economic Environment 16
    5.3. Rising Input Costs 17
    5.4. Government Support 17
    5.5. Labour 19
    5.6. Technology, Research and Development (R&D) and Innovation 24
    6. COMPETITION 25
    6.1. Barriers to Entry 28
    7. SWOT ANALYSIS 28
    8. OUTLOOK 29
    9. INDUSTRY ASSOCIATIONS 29
    10. REFERENCES 30
    10.1. Publications 30
    10.2. Websites 30
    APPENDIX 1 – SUMMARY OF NOTABLE PLAYERS 31
    COMPANY PROFILES 34
    1STREAM MANAGED TECHNOLOGY SOLUTIONS (PTY) LTD 34
    ACCENTURE SERVICES (PTY) LTD 36
    AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 38
    ALTRON TMT (PTY) LTD 40
    AVIRTUAL SERVICES (PTY) LTD 43
    BUSINESS CONNEXION (PTY) LTD 45
    CARE CALL RETAIL AND DISTRIBUTION SERVICES (PTY) LTD 48
    CCI SA (DURBAN) (PTY) LTD 49
    CCI SA JOHANNESBURG (PTY) LTD 51
    CCI SOUTH AFRICA (PTY) LTD 53
    CENTREVO (PTY) LTD 55
    DIGITAL MALL (PTY) LTD 57
    DREAMSCHEME 76 (PTY) LTD 59
    DURBAN TECHNOLOGY HUB NPC 61
    EC THREE (PTY) LTD 63
    ERNST AND YOUNG SERVICES (PTY) LTD 65
    EXLSERVICE SOUTH AFRICA (PTY) LTD 67
    FSP SOLUTIONS (PTY) LTD 69
    FULL CIRCLE CONTACT CENTRE SERVICES (PTY) LTD 71
    GIJIMA GROUP LTD 72
    I-TALK CALL CENTRE SOLUTIONS (PTY) LTD 76
    ICONTACT (PTY) LTD 77
    IGNITION TELECOMS INVESTMENTS (PTY) LTD 79
    LABORIA SOLUTIONS (PTY) LTD 82
    MANGO 5 (PTY) LTD 84
    MARKET IQ (PTY) LTD 86
    MERCHANTS SA (PTY) LTD 88
    MINDPEARL SOUTH AFRICA (PTY) LTD 90
    MTN GROUP LTD 92
    NEXTEC INDUSTRIAL TECHNOLOGIES (PTY) LTD 96
    O\'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 101
    OUTWORX CONTACT CENTRE (PTY) LTD 103
    SA COMMERCIAL (PTY) LTD 105
    SOLUGROWTH (PTY) LTD 107
    STATE INFORMATION TECHNOLOGY AGENCY SOC LTD 109
    TALKSURE TRADING (PTY) LTD 113
    TP SOUTH AFRICA TRADING (PTY) LTD 114
    WEBHELP SA OUTSOURCING (PTY) LTD 116
    WNS GLOBAL SERVICES SA (PTY) LTD 118
    WNS SOUTH AFRICA (PTY) LTD 120

    Introduction

    This report focuses on the South African contact centre industry, which is a subsector of the business process outsourcing (BPO) industry and which contributes approximately R53bn annually to South Africa’s GDP. In 2014, South Africa accounted for 1% of global BPO revenue. Through various government incentives and industry initiatives, South Africa is attempting to grow its share of the BPO market to 4% of global revenues by 2030. The industry employs more than 228,000 consultants or agents with 38,600 of these agents focused solely on international business.

    Strengths

    • Government incentives and industry participation.
    • Operational costs lower in South Africa compared to most locations in the UK, Central and Eastern Europe and the US.
    • South Africa is viewed as a high-quality voice call destination.
    • Time zones are compatible with the UK and Europe.

    Weaknesses

    • South Africa has higher labour rates compared to competitors such as India and the Philippines. This may result in companies seeking to outsource to those countries.
    • South Africa has some of the highest wireless and fixed-line tariffs in the world.
    • The education system may result in fewer suitably educated people entering the workforce.
    • Unreliable and increasingly costly power supply.

    Opportunities

    • Growth of market share as UK’s outsourced market moves call centre operations out of India due to the poor quality of service received.
    • The scope of international contact centre delivery has expanded into areas of work such as financial services, legal process services, and healthcare process outsourcing, enabling companies that were previously focused only on the contact centre space, to move into adjacent areas and higher up the value chain.
    • The UK’s exit from the European Union is expected to increase the cost of employing labour in the UK and may encourage more UK operations to be outsourced to South Africa.

    Threats

    • Slow economic growth, industrial action, rising electricity and labour costs, high telecommunications tariffs and very high crime rates may discourage investment in South Africa and the contact centre sector.

    Outlook

    Working with some advantages, multiple constraints and challenges, South Africa has gained prominence as a global outsourcing destination, with Johannesburg, Cape Town and Durban featuring in the Top 100 global destinations for outsourcing. South Africa has also proven itself as a sought-after offshore destination for BPO/contact centre services. Many large companies currently outsource to South Africa and this is set to increase with new government incentives launched at the end of 2018. The weak rand can also play in South Africa’s favour to attract global business. \r\n\r\nHowever, the cost of South Africa’s telecommunications services is among the highest in the world, making its cost base higher than countries such as India and the Philippines. \r\n\r\nArtificial Intelligence, cognitive computing and robotic process automation will become increasingly important as a criterion for selecting an outsourcing service provider for basic work such as password resets. However, “technologies will not replace the human element any time soon, so attracting, nurturing talent and showing them attractive career paths is at the top of BPO company executives’ minds”, said Merchants group chief technology officer Laurent Leclercq.

    The Contact Centre Operations Industry in South Africa
    The Contact Centre Operations Industry in South Africa 2019

    Full Report

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    Industry Landscape

    R 1 330.00(ZAR) estimated $ 73.15 (USD)*

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    Historical Reports

    The Contact Centre Operations Industry in South Africa 2024-05-09

    R 20 000.00(ZAR) estimated $1099.99 (USD)*

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    The Contact Centre Operations Industry in South Africa 2021-09-06

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    The Contact Centre Operations Industry in South Africa 2017-05-25

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    The Contact Centre Operations Industry in South Africa 2015-09-22

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    Table of Contents

    [ Close ]
    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    3. SIZE OF THE INDUSTRY 4
    4. STATE OF THE INDUSTRY 4
    4.1. Local 4
    4.1.1. Corporate Actions 9
    4.1.2. Regulations and Government Programmes 11
    4.1.3. Enterprise Development and Social Economic Development 13
    4.2. Continental 13
    4.3. International 16
    4.4. Global Technology Trends Affecting the Contact Centre Industry 17
    5. INFLUENCING FACTORS 19
    5.1. Economic Environment 19
    5.2. Rising Input Costs 20
    5.3. Technology, Research and Development (R&D) and Innovation 20
    5.4. Government Support 21
    5.5. Labour 22
    6. COMPETITION 25
    6.1. Barriers to Entry 25
    7. SWOT ANALYSIS 26
    8. OUTLOOK 27
    9. INDUSTRY ASSOCIATIONS 27
    10. REFERENCES 28
    10.1. Publications 28
    10.2. Websites 28
    APPENDIX 1 29
    Summary of Notable players 29
    COMPANY PROFILES 32
    1STREAM MANAGED TECHNOLOGY SOLUTIONS (PTY) LTD 32
    ACCENTURE SERVICES (PTY) LTD 34
    AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 36
    ALTRON TMT (PTY) LTD 38
    AVIRTUAL SERVICES (PTY) LTD 40
    BLAKE CONNECT (PTY) LTD 41
    BUSINESS CONNEXION (PTY) LTD 42
    CARE CALL RETAIL AND DISTRIBUTION SERVICES (PTY) LTD 45
    CCI SA (DURBAN) (PTY) LTD 46
    CCI SOUTH AFRICA (PTY) LTD 48
    DIGITAL MALL (PTY) LTD 49
    DIRECT CHANNEL HOLDINGS (PTY) LTD 51
    DREAMSCHEME 76 (PTY) LTD 53
    DURBAN TECHNOLOGY HUB 55
    EC THREE (PTY) LTD 57
    ERNST AND YOUNG SERVICES (PTY) LTD 59
    EXLSERVICE SOUTH AFRICA (PTY) LTD 61
    FSP SOLUTIONS (PTY) LTD 63
    FULL CIRCLE CONTACT CENTRE SERVICES (PTY) LTD 65
    GIJIMA GROUP LTD 66
    I-TALK CALL CENTRE SOLUTIONS (PTY) LTD 70
    IBM SOUTH AFRICA (PTY) LTD 71
    ICONTACT (PTY) LTD 73
    IGNITION TELECOMS INVESTMENTS (PTY) LTD 74
    INDOX (PTY) LTD 77
    LABORIA SOLUTIONS (PTY) LTD 78
    MANGO5 CALL CENTRE (PTY) LTD 79
    MARKET IQ (PTY) LTD 81
    MERCHANTS SA (PTY) LTD 82
    MINDPEARL SOUTH AFRICA (PTY) LTD 84
    MTN GROUP LTD 86
    NEXTEC INDUSTRIAL TECHNOLOGIES (PTY) LTD 90
    O\'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 95
    OUTWORX CONTACT CENTRE (PTY) LTD 97
    SA COMMERCIAL (PTY) LTD 98
    SOLUGROWTH (PTY) LTD 100
    STATE INFORMATION TECHNOLOGY AGENCY SOC LTD 102
    TALKSURE TRADING (PTY) LTD 106
    TP SOUTH AFRICA TRADING (PTY) LTD 107
    WEBHELP SA OUTSOURCING (PTY) LTD 109
    WNS GLOBAL SERVICES SA (PTY) LTD 111
    ZEST HOSPITALITY (PTY) LTD 113

    Report Coverage

    The Call Centre Operations report examines recent events, trends and the strengths of the South African BPO industry. Factors that influence the success of the sector are also discussed and include support from Government and the weakening Rand, a weakness that the local BPO industry is able to use to offer international companies more competitive rates and cost-saving solutions. Industry leaders WNS Global Services SA (Pty) Ltd, and CCI Call Centres (Pty) Ltd are two of the 23 companies profiled in the report. Also profiled is Merchants SA (Pty) Ltd which recently finalised a five-year R320m agreement with iSelect, an Australian-based provider of online insurance, utilities and personal finance comparison.

    Introduction

    This report focuses on South Africa’s call or contact centre industry, which contributes about R53bn annually to the country’s GDP and employs approximately 220,000 people. While foreign investment continues to drive growth across the industry, higher operating costs and a shortage of skills are some of the factors limiting higher growth. To promote the local Business Process Outsourcing (BPO) industry and to create an adequate supply of talent, the South African government has launched various schemes and taxation incentives for the establishment of infrastructure and skills related support.

    Strengths

    • Call centres in South Africa presently have an advantage with regard to operational costs compared to most locations in the UK, Central and Eastern Europe and the USA.
    • Compatible time zone with the UK and Europe.
    • South Africa is viewed as a high quality voice destination.
    • The South African government’s commitment to developing the sector.
    • US companies benefit from South African call centres servicing the US customer base during their night or “down time” because of the time difference.

    Weaknesses

    • High cost of wireless and fixed-line tariffs.
    • Higher labour costs than main competitors
    • Talent shortage and lack of talent management.

    Opportunities

    • BPOs, off-shoring and call centres that become “one-stop shops,” offering not just voice, but other value-added services including customer interaction across multiple channels.
    • Growth as UK’s outsourced market moves call centre operations out of India due to the poor quality of service received.
    • UK’s exit from Brexit and expected increase in the cost of employing labour in the country.

    Threats

    • Increasing labour costs.
    • Worsening economic environment that could discourage investment in the sector.

    Outlook

    South Africa has established itself as a credible player internationally and has seen good growth over the past ten years. However, the cost of telecom services in South Africa is still less competitive than in the Philippines and India and is limiting the growth potential of the local industry. According to Sharoda Rapeti, Director of Business-Process-as-a-Service at Deloitte, there is great potential and opportunities evident in the industry and role players need to find a way to harness the collective innovation taking place and take all steps necessary to create an enabling environment for growth. “Government and ICT organisations need to work together to increase local manufacturing, expand networks and reduce connectivity tariffs to help drive the growth of a globally competitive BPO industry in South Africa.”

    Read More..
    The Contact Centre Operations Industry in South Africa
    The Contact Centre Operations Industry in South Africa 2017

    Full Report

    R 1 900.00(ZAR) estimated $104.50 (USD)*

    Buy Now +

    Industry Landscape

    R 1 330.00(ZAR) estimated $ 73.15 (USD)*

    Buy Now +

    Historical Reports

    The Contact Centre Operations Industry in South Africa 2024-05-09

    R 20 000.00(ZAR) estimated $1099.99 (USD)*

    View Report Add to Cart

    The Contact Centre Operations Industry in South Africa 2021-09-06

    R 1 900.00(ZAR) estimated $104.50 (USD)*

    View Report Add to Cart

    The Contact Centre Operations Industry in South Africa 2019-08-15

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    The Contact Centre Operations Industry in South Africa 2015-09-22

    R 1 900.00(ZAR) estimated $104.50 (USD)*

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    Table of Contents

    [ Close ]
    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    3. SIZE OF THE INDUSTRY 4
    4. STATE OF THE INDUSTRY 6
    4.1. Local 6
    4.1.1. Regulations and Government Programmes 9
    4.1.2. Enterprise Development and Social Economic Development 10
    4.2. Continental 11
    4.3. International 12
    5. INFLUENCING FACTORS 13
    5.1. Government Support 13
    5.2. Labour 15
    5.3. Economic Environment 17
    5.4. Rising Input Costs 17
    5.5. Technology, Research and Development (R&D) and Innovation 18
    6. COMPETITION 20
    6.1. Barriers to Entry 20
    7. SWOT ANALYSIS 21
    8. OUTLOOK 22
    9. INDUSTRY ASSOCIATIONS 22
    10. REFERENCES 23
    10.1. Publications 23
    10.2. Websites 23
    COMPANY PROFILES 24
    AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 24
    CCI SA (DURBAN) (PTY) LTD 27
    CCI SOUTH AFRICA (PTY) LTD 29
    DIGITAL MALL (PTY) LTD 31
    DIRECT CHANNEL HOLDINGS (PTY) LTD 33
    DREAMSCHEME 76 (PTY) LTD 35
    DURBAN TECHNOLOGY HUB 37
    ERNST AND YOUNG SERVICES (PTY) LTD 39
    GENPACT SOUTH AFRICA (PTY) LTD 41
    GIJIMA GROUP LTD 43
    IBM SOUTH AFRICA (PTY) LTD 47
    IGNITION TELECOMS INVESTMENTS (PTY) LTD 50
    IONETT SOLUTIONS CC 53
    MERCHANTS SA (PTY) LTD 55
    MINDPEARL SOUTH AFRICA (PTY) LTD 57
    MTN GROUP LTD 59
    O\'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 63
    SA COMMERCIAL (PTY) LTD 65
    SELLSURE INSURANCE BROKERS (PTY) LTD 67
    TP SOUTH AFRICA TRADING (PTY) LTD 69
    WEBHELP SA OUTSOURCING (PTY) LTD 71
    WNS GLOBAL SERVICES SA (PTY) LTD 73
    ZEST HOSPITALITY (PTY) LTD 76

    Report Coverage

    The report on the South African Call Centre sector focuses on the current state of the sector, developments within the sector and factors influencing the success of the industry. The report profiles 21 companies including listed company Aegis Outsourcing South Africa (Pty) Ltd which operates as an inbound call centre outsourcer and has approximately 15 clients in the telecommunications, automotive, leisure, pharmaceutical, financial, utility and insurance sectors. Also profiled are unlisted companies including TT Callcentre (Pty) Ltd t/a Tele-Tech which operates as a call centre and offers direct marketing services.

    Introduction

    This report focuses on South Africa’s call or contact centre industry which makes up about 80% of business process outsourcing (BPO) operations and contributes more than R46bn annually to the country’s GDP. Foreign investment continues to drive growth across the industry, which employs in excess of 200,000 people and has accounted for the bulk of jobs created over the past two years. While Johannesburg, Cape Town and Durban are the major call centre hubs in the country, the Western Cape has the highest number of international clients. According to highlights from the ‘South Africa Off-shoring Summit 2015’ held in Cape Town, “The international BPO sector in South Africa has shown significant growth over the last few years expanding from approximately 10,000 in 2010 to over 25,000 in 2015”.

    Strengths

    • Call centres in South Africa presently have an advantage with regard to operational costs compared to most locations in the UK, Central and Eastern Europe and the USA.
    • Compatible time zone with the UK and Europe.
    • Improved telecommunication infrastructure.
    • South Africa is viewed as a high quality voice destination.
    • The South African government’s commitment to developing the sector.
    • US companies benefit from South African call centres servicing the US customer base during their night or “down time” because of the time difference.

    Weaknesses

    • Higher labour costs than main competitors
    • Talent shortage and lack of talent management.

    Opportunities

    • BPOs, off-shoring and call centres that become “one-stop shops,” offering not just “voice”, but other value-added services as well.
    • Growth as UK’s outsourced market moves call centre operations out of India due to the poor quality of service received.
    • Growth especially in the financial and legal services sector.

    Threats

    • Increasing electricity and labour costs.
    • The new BBBEE codes could discourage investors, many of whom are foreign multinationals.

    Outlook

    Analysts expect the BPO/contact centre sector will experience continued growth as more companies turn to outsourcing in an effort to cut costs. Business models such as the virtual or decentralised contact centre are expected to become an increasingly attractive option for clients as they are able to deliver more services with lower costs and fewer resources. As more international companies based in the Western Cape expand their operation, the region’s BPO sector is expected to grow to more than 60,000 employees by 2016, stimulating levels of employment in the youth sector. According to Johann Kunz, managing director of WNS Global Services SA, “The challenge is to build a skills base for the higher end of the value chain and it will take time for South Africa\'s industry to reach its top game in the top niche”.

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    The Contact Centre Operations Industry in South Africa
    The Contact Centre Operations Industry in South Africa 2015

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    Table of Contents

    [ Close ]
    PAGE
    1. INTRODUCTION 1
    2. DESCRIPTION OF THE INDUSTRY 1
    2.1. Industry Value Chain 2
    2.2. Geographic Position 3
    3. SIZE OF THE INDUSTRY 3
    4. STATE OF THE INDUSTRY 6
    4.1. Local 6
    4.1.1. Corporate Actions 8
    4.1.2. Regulations and Government Programmes 8
    4.1.3. Enterprise Development and Social Economic Development 11
    4.2. Continental 12
    4.3. International 12
    5. INFLUENCING FACTORS 14
    5.1. Government Intervention 14
    5.2. Labour 14
    5.3. Economic Environment 16
    5.4. Rising Input Costs 17
    5.5. Technology 17
    6. COMPETITION 19
    6.1. Barriers to Entry 19
    6.2. Research and Development (R&D) and Innovation 20
    7. SWOT ANALYSIS 20
    8. OUTLOOK 21
    9. INDUSTRY ASSOCIATIONS 21
    10. REFERENCES 22
    10.1. Publications 22
    10.2. Websites 22
    COMPANY PROFILES 23
    AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 23
    CCI CALL CENTRES (PTY) LTD 25
    DIGITAL MALL (PTY) LTD 26
    DIRECT CHANNEL HOLDINGS (PTY) LTD 28
    DREAMSCHEME 76 (PTY) LTD 30
    DURBAN TECHNOLOGY HUB 32
    ERNST AND YOUNG SERVICES (PTY) LTD 34
    GENPACT SOUTH AFRICA (PTY) LTD 36
    GIJIMA GROUP LTD 38
    IBM SOUTH AFRICA (PTY) LTD 42
    IGNITION TELECOMS INVESTMENTS (PTY) LTD 44
    IONETT SOLUTIONS CC 46
    MERCHANTS SA (PTY) LTD 47
    MINDPEARL SOUTH AFRICA (PTY) LTD 49
    MTN GROUP LTD 51
    O\'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 55
    SA COMMERCIAL (PTY) LTD 57
    SELLSURE INSURANCE BROKERS (PTY) LTD 59
    TP SOUTH AFRICA TRADING (PTY) LTD 61
    VELOCITI (PTY) LTD 63
    WEBHELP SA OUTSOURCING (PTY) LTD 65
    WNS GLOBAL SERVICES SA (PTY) LTD 66
    ZEST HOSPITALITY (PTY) LTD 68

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