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Contact Centre Operations
BY Natalie Bryden
South Africa
15 August 2019
R 14 400.00 (ZAR)  
estimated $ 997.87 (USD) *
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Contact Centre Operations


The South African contact centre industry, which is a subsector of the business process outsourcing (BPO) industry, contributes approximately R53bn annually to South Africa’s GDP. Through various government incentives and industry initiatives, South Africa is attempting to grow its share of the BPO market to 4% of global revenues by 2030, from around 1% some years ago. The industry employs more than 228,000 consultants or agents, of which 38,600 are focused solely on international business. Contact centres are an important sector for job creation as they are labour-intensive.


Challenges of Automation


South Africa has a booming local contact centre economy and has been able to attract foreign investment due to incentives offered by the Department of Trade and Industry (DTI). In addition to the cost savings, South Africa is attractive as an offshore destination as it has good quality English-speaking talent and government support in areas of skills development and infrastructure incentives. While it is a job creator, automation and artificial intelligence will affect job creation opportunities as some contact centre functions become automated. Chatbot technology is being deployed for relatively simple, mundane tasks, leading to concerns that agents will become obsolete. However, artificial intelligence will increasingly be used to automate routine tasks so that human agents can focus on escalated issues.


Report Coverage


This report is on the South African contact centre industry and describes the state of the industry, employment numbers and trends and sector-specific developments. There are comprehensive profiles of 42 companies. These include Merchants which, with holding company Dimension Data, bought Canadian Millennium 1 Solutions; Business Connexion, which said it would retrench about 700 employees following a weak financial performance; and Webhelp, which is involved in an initiative to boost BPO skills in South Africa.


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 4
4.1. Local 4
4.1.1. Corporate Actions 9
4.1.2. Regulations and Government Programmes 11
4.1.3. Enterprise Development and Social Economic Development 13
4.2. Continental 13
4.3. International 16
4.4. Global Technology Trends Affecting the Contact Centre Industry 17
5. INFLUENCING FACTORS 19
5.1. Economic Environment 19
5.2. Rising Input Costs 20
5.3. Technology, Research and Development (R&D) and Innovation 20
5.4. Government Support 21
5.5. Labour 22
6. COMPETITION 25
6.1. Barriers to Entry 25
7. SWOT ANALYSIS 26
8. OUTLOOK 27
9. INDUSTRY ASSOCIATIONS 27
10. REFERENCES 28
10.1. Publications 28
10.2. Websites 28
APPENDIX 1 29
Summary of Notable players 29
COMPANY PROFILES 32
1STREAM MANAGED TECHNOLOGY SOLUTIONS (PTY) LTD 32
ACCENTURE SERVICES (PTY) LTD 34
AEGIS OUTSOURCING SOUTH AFRICA (PTY) LTD 36
ALTRON TMT (PTY) LTD 38
AVIRTUAL SERVICES (PTY) LTD 40
BLAKE CONNECT (PTY) LTD 41
BUSINESS CONNEXION (PTY) LTD 42
CARE CALL RETAIL AND DISTRIBUTION SERVICES (PTY) LTD 45
CCI SA (DURBAN) (PTY) LTD 46
CCI SOUTH AFRICA (PTY) LTD 48
DIGITAL MALL (PTY) LTD 49
DIRECT CHANNEL HOLDINGS (PTY) LTD 51
DREAMSCHEME 76 (PTY) LTD 53
DURBAN TECHNOLOGY HUB 55
EC THREE (PTY) LTD 57
ERNST AND YOUNG SERVICES (PTY) LTD 59
EXLSERVICE SOUTH AFRICA (PTY) LTD 61
FSP SOLUTIONS (PTY) LTD 63
FULL CIRCLE CONTACT CENTRE SERVICES (PTY) LTD 65
GIJIMA GROUP LTD 66
I-TALK CALL CENTRE SOLUTIONS (PTY) LTD 70
IBM SOUTH AFRICA (PTY) LTD 71
ICONTACT (PTY) LTD 73
IGNITION TELECOMS INVESTMENTS (PTY) LTD 74
INDOX (PTY) LTD 77
LABORIA SOLUTIONS (PTY) LTD 78
MANGO5 CALL CENTRE (PTY) LTD 79
MARKET IQ (PTY) LTD 81
MERCHANTS SA (PTY) LTD 82
MINDPEARL SOUTH AFRICA (PTY) LTD 84
MTN GROUP LTD 86
NEXTEC INDUSTRIAL TECHNOLOGIES (PTY) LTD 90
O'KEEFFE AND SWARTZ CONSULTANTS (PTY) LTD 95
OUTWORX CONTACT CENTRE (PTY) LTD 97
SA COMMERCIAL (PTY) LTD 98
SOLUGROWTH (PTY) LTD 100
STATE INFORMATION TECHNOLOGY AGENCY SOC LTD 102
TALKSURE TRADING (PTY) LTD 106
TP SOUTH AFRICA TRADING (PTY) LTD 107
WEBHELP SA OUTSOURCING (PTY) LTD 109
WNS GLOBAL SERVICES SA (PTY) LTD 111
ZEST HOSPITALITY (PTY) LTD 113