The local call-centre industry is flourishing—and here’s why!
Previously, when you picked up your phone and heard an eager telesales marketer on the other side, its quite likely that along with the eagerness you also heard a twinge of an Indian accent. This is because up until a few years ago, India boasted a booming call centre industry with an estimate of over 350,000 call centre agents. This boom for India has however taken a different turn as companies are now outsourcing to South Africa instead.
According to Business Day, the local call-centre industry has grown by about 8% a year since 2003. It directly employs about 54 000 people and contributes 0.92% to South Africa’s gross domestic product (GDP). The Business Process enabling South Africa (BPeSA), a specialist investment promotion agency for Business Process Outsourcing (BPO), Key Indicator Report for 2014 points out that the top reasons for this growth in South Africa can be attributed to the following things:
(1) South Africa is known to have cultural similarities to that of the UK, Australia and the US, the Western Cape has a 85.1% pass rate for Matriculants and the Western Cape alone is home to three of the country’s top universities. This provides clients with a skilled, English-speaking talent pool.
(2) South Africa’s tertiary education system produces three times as many actuaries than India and the Phillipines combined and we are fast becoming known as the renowned Legal Process Outsourcing (LPO) destination.
(3) With market-leading incentives, South Africa costs 50-70% less than source markets.
(4) From roads and power through to education, healthcare and entertainment – the Western Cape provides a First World experience with Cape Town being ranked “the best city” in 2013 and 2013 by The Daily Telegraph.
(5) The Western Cape government has named the contact centre industry as a focus area for investment and has committed its full support to growing the industry thus providing a robust enabling environment.
To read more about the growing call centre industry in South Africa, visit http://mg.co.za/article/2013-12-02-south-africa-ripe-for-call-centre-expansion