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The Contact Centre Operations Industry in South Africa

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    Report

  • 130 Pages
  • May 2024
  • Region: South Africa
  • Who Owns Whom
  • ID: 5892742

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.
• The industry is labour-intensive and has been tipped as a catalyst for job creation, particularly among youth.
• The industry’s growth is attributed to government support, infrastructure, a favourable time-zone, work ethic, English language proficiency and neutrality of accent.
• As unemployment continues to increase, more unemployed local graduates have been turning to the industry, which is targeting 500,000 new jobs by 2030.

Key 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.

Market 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.
• Government is expected to continue supporting the industry by offering financial support for companies outsourcing to South Africa.
• 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.
• As more companies look to outsource their business processes, South Africa is likely to remain an attractive destination for business process outsourcing services.

Table of Contents


1.      INTRODUCTION
2.      DESCRIPTION OF THE INDUSTRY
2.1.   Industry Value Chain
2.2.   Geographic Position
2.3.   Size of the Industry

3.      LOCAL
3.1.   State of the Industry
3.2.   Key Trends
3.3.   Key Issues
3.4.   Notable Players
3.5.   Regulations
3.6.   Enterprise Development and Social Development

4.      AFRICA5.      INTERNATIONAL
6.      INFLUENCING FACTORS
6.1.   Data Security Threats
6.2.   Economic Environment
6.3.   Labour
6.4.   Technology, R&D, Innovation
6.5.   Government Support

7.     COMPETITIVE ENVIRONMENT
7.1.   Competition
7.2.   Ownership Structure of the Industry
7.3.   Barriers to Entry

8.     INDUSTRY SUMMARY9.     OUTLOOK10.    INDUSTRY ASSOCIATIONS
11.    REFERENCES
11.1.   Publications
11.2.   Websites

ANNEXURE 1
  • Relevant Regulation
APPENDIX 1
  • Summary of Notable Players

Companies Mentioned

  • 1Stream Managed Technology Solutions (Pty) Ltd    
  • Accenture (South Africa) (Pty) Ltd    
  • Aegis Outsourcing South Africa (Pty) Ltd    
  • Altron TMT (Pty) Ltd    
  • Business Connexion (Pty) Ltd    
  • Care Call Retail and Distribution Services (Pty) Ltd    
  • CCI SA (Durban) (Pty) Ltd    
  • CCI SA Domestic (Pty) Ltd    
  • CCI South Africa (Pty) Ltd    
  • Cubix Solutions (Pty) Ltd    
  • Digital Mall (Pty) Ltd    
  • Dreamscheme 76 (Pty) Ltd    
  • Durban Technology Hub NPC    
  • 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    
  • iContact (Pty) Ltd    
  • Ignition Telecoms Investments (Pty) Ltd    
  • Laboria Solutions (Pty) Ltd    
  • Mango 5 (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    
  • Procera (Pty) Ltd    
  • SA Commercial (Pty) Ltd    
  • Sigma Connected (Pty) Ltd    
  • SoluGrowth (Pty) Ltd    
  • State Information Technology Agency SOC Ltd    
  • TP South Africa Trading (Pty) Ltd    
  • Webhelp SA Outsourcing (Pty) Ltd    
  • WNS Global Services SA (Pty) Ltd    
  •  

Methodology

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