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Call Centre Operations in South Africa 2017

  • ID: 4367937
  • Report
  • May 2017
  • Region: South Africa, Africa
  • 80 pages
  • Who Owns Whom

FEATURED COMPANIES

  • Altron TMT (Pty) Ltd
  • Centrevo (Pty) Ltd
  • Dreamscheme 76 (Pty) Ltd
  • EC Three (Pty) Ltd
  • Gijima Group Ltd
  • Indox (Pty) Ltd
  • 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

FEATURED COMPANIES

  • Altron TMT (Pty) Ltd
  • Centrevo (Pty) Ltd
  • Dreamscheme 76 (Pty) Ltd
  • EC Three (Pty) Ltd
  • Gijima Group Ltd
  • Indox (Pty) Ltd
  • 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. Regulations and Government Programmes
4.1.2. Enterprise Development and Social Economic Development
4.2. Continental
4.3. International

5. Influencing Factors
5.1. Government Support
5.2. Labour
5.3. Economic Environment
5.4. Rising Input Costs
5.5. Technology, Research and Development (R&D) and Innovation

6. Competition
6.1. Barriers to Entry

7. SWOT Analysis

8. Outlook

9. Industry Associations

10. References
10.1. Publications
10.2. Websites
  • Company Profiles
  • Aegis Outsourcing South Africa (Pty) Ltd
  • Cci Sa (Durban) (Pty) Ltd
  • Cci South Africa (Pty) Ltd
  • Digital Mall (Pty) Ltd
  • Direct Channel Holdings (Pty) Ltd
  • Dreamscheme 76 (Pty) Ltd
  • Durban Technology Hub
  • Ernst and Young Services (Pty) Ltd
  • Genpact South Africa (Pty) Ltd
  • Gijima Group Ltd
  • Ibm South Africa (Pty) Ltd
  • Ignition Telecoms Investments (Pty) Ltd
  • Ionett Solutions Cc
  • Merchants Sa (Pty) Ltd
  • Mindpearl South Africa (Pty) Ltd
  • Mtn Group Ltd
  • O'keeffe and Swartz Consultants (Pty) Ltd
  • Sa Commercial (Pty) Ltd
  • Sellsure Insurance Brokers (Pty) Ltd
  • Tp South Africa Trading (Pty) Ltd
  • Webhelp Sa Outsourcing (Pty) Ltd
  • Wns Global Services Sa (Pty) Ltd
  • Zest Hospitality (Pty) Ltd
Note: Product cover images may vary from those shown
  • 1Stream Managed Technology Solutions (Pty) Ltd
  • Accenture Services (Pty) Ltd
  • Aegis Outsourcing South Africa (Pty) Ltd
  • Altron TMT (Pty) Ltd
  • Avirtual Services (Pty) Ltd
  • Business Connexion (Pty) Ltd
  • Care Call Retail and Distribution Services (Pty) Ltd
  • CCI SA (Durban) (Pty) Ltd
  • CCI SA Johannesburg (Pty) Ltd
  • CCI South Africa (Pty) Ltd
  • Centrevo (Pty) Ltd
  • Digital Mall (Pty) Ltd
  • Dreamscheme 76 (Pty) Ltd
  • Durban Technology Hub
  • EC Three (Pty) Ltd
  • Ernst and Young Services (Pty) Ltd
  • EXLService South Africa (Pty) Ltd
  • FSP Solutions (Pty) Ltd
  • Full Circle Contact Centre Services (Pty) Ltd
  • Gijima Group Ltd
  • i-Talk Call Centre Solutions (Pty) Ltd
  • IBM South Africa (Pty) Ltd
  • iContact (Pty) Ltd
  • Ignition Telecoms Investments (Pty) Ltd
  • Indox (Pty) Ltd
  • Laboria Solutions (Pty) Ltd
  • Mango5 Call Centre (Pty) Ltd
  • Market IQ (Pty) Ltd
  • Merchants SA (Pty) Ltd
  • Mindpearl South Africa (Pty) Ltd
  • MTN Group Ltd
  • Nextec Industrial Technologies (Pty) Ltd
  • O'Keeffe and Swartz Consultants (Pty) Ltd
  • Outworx Contact Centre (Pty) Ltd
  • SA Commercial (Pty) Ltd
  • SoluGrowth (Pty) Ltd
  • State Information Technology Agency SOC Ltd
  • Talksure Trading (Pty) Ltd
  • TP South Africa Trading (Pty) Ltd
  • Webhelp SA Outsourcing (Pty) Ltd
  • WNS Global Services SA (Pty) Ltd
  • Zest Hospitality (Pty) Ltd
Note: Product cover images may vary from those shown

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