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Call Centre Operations Updated Report Available
BY Yasmin Mahomedy
South Africa
22 September 2015
R 2 040.00 (ZAR)  
estimated $ 143.91 (USD) *
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The Call Centre Sector


This report focuses on South Africa’s call or contact centre industry which accounts for 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 more than 200,000 people. Contact Centre Management Group (CCMG) statistics show that there are almost 1,900 call centres in South Africa. Of these 21% are corporate or captive call centres and 40% are outsourced call centres dedicated to outbound sales and telemarketing. 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.


Developments in the Sector


In the global industry, South Africa’s main competitive advantages are seen as its cultural affinity with the United Kingdom, its pool of educated English speakers and increasingly its specialised skills, especially in the financial services sector. 75% of foreign investment in the call centre sector originates from Government support in the form of the Department of Trade and Industry’s (DTI) Business Process Outsourcing incentives. The five year extension of these incentives until 2019 is expected to result in further growth especially for the 18 to 35 age group where job creation is most needed. The growth of social media, web-based solutions and other developments in technology continue to drive change in contact centres locally and around the world.


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.


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