Analysis of the South African Contact Centre Market
The education system is also not preparing scholars to excel in the job market, thus finding skilled talent is challenging.
The change in the requirements to receive an incentive offered by the Department of Trade and Industry (DTI) could be devastating to the progress South Africa has made in the business process outsourcing (BPO) sector over the last years. Companies will need to undergo fundamental changes and restructuring in order to meet the revised criteria.
As a result, international outsourcing service providers may relocate their operations to other international locations as these will provide greater cost efficiencies.
Outsourcing service providers also need to move into the non-voice space or they will find it increasingly difficult to operate efficiently and to produce a quality service for their clients.
The South African market faces a significant threat if all communication goes digital. However, there is an opportunity to establish a hybrid of voice and chat services.
Analytics is playing an increasingly important role in anticipating customer needs and effective analytics will be critical to future customer experience management. The majority of service providers operating in South Africa utilise analytics, although many of these capabilities are located abroad.
An effective understanding of customer needs, and one that is easily translated to actionable outcomes, will continue to provide companies with a competitive advantage and promote customer loyalty.
About this report
To be successfully employed in a contact centre in South Africa, an individual is expected to have a good command of the English language as well as advanced numeracy, technology, and customer service skills. However, skill shortages are a major challenge in the South African contact centre market. Also, a recent change in the requirements to receive an incentive through the Department of Trade and Industry (DTI) could be devastating to the progress South Africa has made in the business process outsourcing (BPO) sector over the last 10 years. Companies may have to go through fundamental changes and restructuring. This research service examines the South African contact centre market and discusses the key trends which will shape this market.
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