Call Centre Operations in South Africa 2017

  • ID: 4367937
  • Report
  • Region: Africa, South Africa
  • 80 pages
  • Who Owns Whom
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  • CCI SA (Durban) (Pty) Ltd
  • Digital Mall (Pty) Ltd
  • Dreamscheme 76 (Pty) Ltd
  • Durban Technology Hub
  • Gijima Group Ltd
  • Ionett Solutions CC
  • MORE
Call Centre Operations:

The call centre sector, which contributes about R53bn annually to GDP and employs approximately 220,000 people is supported by Business Process Enabling South Africa (BPeSA), an association founded in 2002 to promote and develop the local IT-enabled services industry. Incorporated in the sector is Business Process Outsourcing (BPO) which involves relocating business processes that a company usually performs in-house such as customer-related business and administrative functions, to a third-party service provider such as a call centre. Outsourcing becomes off-shoring when the third-party service provider is located overseas.

Countrywide Growth:

South Africa continues to attract international brands and since 2012 the local off-shore Business Process Services (BPS) market has experienced compound average growth of 25% year-on-year. Currently 30,000 South Africans work for foreign companies who have based their call centre operations in South Africa, mainly in Cape Town. Johannesburg remains the city of choice for financial operations while Durban is increasingly being considered as a centre for technical support issues. The Eastern Cape holds about 20% of the retail segment, with 60% of Eastern Cape call centres focused on the public sector and Government.

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.
Note: Product cover images may vary from those shown
2 of 4


  • CCI SA (Durban) (Pty) Ltd
  • Digital Mall (Pty) Ltd
  • Dreamscheme 76 (Pty) Ltd
  • Durban Technology Hub
  • Gijima Group Ltd
  • Ionett Solutions CC
  • MORE
1. Introduction

2. Description of the Industry
2.1. Industry Value Chain
2.2. Geographic Position

3. Size of the Industry

4. State of the Industry
4.1. Local
4.1.1. Corporate Actions
4.1.2. Regulations
4.1.3. Enterprise Development and Social Economic Development
4.2. Continental
4.3. International

5. Influencing Factors
5.1. Economic Environment
5.2. Rising Operating Costs
5.3. Infrastructure
5.4. Labour
5.5. Technology, Research and Development (R&D) and Innovation
5.6. Alternative Treatment Technologies to Divert Waste From Landfill
5.7. Environmental Concerns
5.8. Cyclicality

6. Competition
6.1. Barriers to Entry

7. Swot Analysis

8. Outlook

9. Industry Associations

10. References
10.1. Publications
10.2. Websites

Appendix 1
Alternative Waste Treatment Options Suitable for African Countries

Company Profiles
Averda South Africa (PTY) Ltd
Compass Medical Waste Services (PTY) Ltd
Consolidated Waste (PTY) Ltd
Drizit Environmental Cc
Dsw Cleansing and Solid Waste (Division of Ethekwini Metropolitan Municipality)
Dumpit Sa Waste Removal (PTY) Ltd
Enviroserv Waste Management (PTY) Ltd
Eskom Rotek Industries Soc Ltd
Informal Settlement Water and Waste Services (Division of City of Cape Town)
Inter-Waste (PTY) Ltd
Jobe Environmental Systems (PTY) Ltd
Oricol Environmental Services (PTY) Ltd
Pikitup Johannesburg (PTY) Ltd
Rapid Spill Response Cc
Recycling Solutions (PTY) Ltd
Royal Haskoningdhv (PTY) Ltd
Tedcor Group (PTY) Ltd
Waste Giant Investment Holdings (PTY) Ltd
Waste Group (PTY) Ltd (The)
Waste-Mart (PTY) Ltd
Wasteplan (PTY) Ltd
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  • Aegis Outsourcing South Africa (Pty) Ltd
  • Digital Mall (Pty) Ltd
  • Merchants SA (Pty) Ltd
  • IBM South Africa (Pty) Ltd
  • Direct Channel Holdings (Pty) Ltd
  • Mindpearl South Africa (Pty) Ltd
  • WNS Global Services SA (Pty) Ltd
  • TP South Africa Trading (Pty) Ltd
  • Genpact South Africa (Pty) Ltd
  • Ernst and Young Services (Pty) Ltd
  • O'Keeffe and Swartz Consultants (Pty) Ltd
  • Gijima Group Ltd
  • Durban Technology Hub
  • CCI SA (Durban) (Pty) Ltd
  • MTN Group Ltd
  • SA Commercial (Pty) Ltd
  • Ignition Telecoms Investments (Pty) Ltd
  • Webhelp SA Outsourcing (Pty) Ltd
  • CCI South Africa (Pty) Ltd
  • Dreamscheme 76 (Pty) Ltd
  • Sellsure Insurance Brokers (Pty) Ltd
  • Ionett Solutions CC
  • Zest Hospitality (Pty) Ltd
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown