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Call Centre Operations
BY Yasmin Mahomedy
South Africa
25 May 2017
R 10 080.00 (ZAR)  
estimated $ 789.26 (USD) *
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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.


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