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Analysis of the South African Contact Centre Market

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.


  • Executive Summary
    • Key Findings
    • Market Engineering Measurements
    • CEO's Perspective
  • Market Overview
    • Research Scope
    • Service Provider Scope
    • Market Definitions
    • Key Questions this Study will Answer
  • Market Background
    • Geographical Delivery Location Perspective
    • South African BPO Landscape
    • Contact Centre-Market Overview
    • Contact Centre-Domestic Market Overview
    • Contact Centre Value Proposition for South Africa
    • Trends in the South African Contact Centre Sector
    • Trends in the South African BPO Market
  • Drivers and Restraints-Total Contact Centre Market
    • Market Drivers
    • Drivers Explained
    • Market Restraints
    • Restraints Explained
  • Forecasts and Trends-Total Contact Centre Market
    • Forecast Assumptions
    • Total Contact Centre Market-Agents Forecast Including Captive
      • Table Total Contact Centre Market: Agents Forecast, South Africa, 2011-2019
    • Total Contact Centre Market-Agents and Revenue Forecast including Captive
      • Table Total Contact Centre Market: Agents and Revenue Forecast, South Africa, 2011-2019
    • Agents and Revenue Forecast Discussion
    • Total Contact Centre Market-Per cent Revenue by Verticals
      • Table Total Contact Centre Market: Per cent Revenue Breakdown by Verticals, South Africa, 2013-2014
    • Annual Attrition Rate
      • Table Total Contact Centre Market: Annual Attrition Rates, South Africa, 2013-2014
    • Breakdown of Agents by Provinces Including Captive Sector
      • Table Total Contact Centre Market: Breakdown of International vs. Domestic Agents by Province, South Africa, 2014
  • Market Share and Competitive Analysis-Total Contact Centre Market
    • Competitive Environment
    • Top Competitors
  • Contact Centre Trends
    • Key Topics
    • The DTI Incentive Scheme
    • The Application of Analytics to Contact Centres
    • Contact Centre in the Cloud
    • Migration from Voice to Non-voice Services
    • Moving Up or Down the Value Chain
  • Domestic Outsource Segment Analysis
    • Contact Centre Landscape
    • Domestic Outsource Segment-Agents Forecast
      • Table Domestic Outsource Segment: Agents Forecast, South Africa, 2011-2019
    • Domestic Outsource Segment Agents Forecast Discussion
    • Competitive Environment
    • Contact Centre Landscape
  • International Offshore Segment Analysis
    • International Offshore Segment-Agents Forecast
      • Table International Offshore Segment: Agents Forecast, South Africa, 2011-2019
    • International Offshore Segment Agents Forecast Discussion
    • International Offshore Segment-Per cent Revenue by Verticals
      • Table International Offshore Segment: Per cent Revenue Breakdown by Verticals, South Africa, 2013-2014
    • Market Share by Seat Numbers
    • Competitive Environment
  • Technology Providers
    • Overview of the Market
    • Contact Centre in the Cloud from the Technology Providers Perspective
    • Migration from Voice to Non-voice Services
  • The Last Word
    • The Last Word-Predictions
    • The Last Word-Recommendations
  • Appendix
    • Market Engineering Methodology
    • Market Engineering Measurements
      • Table Total Contact Centre Market: Market Engineering Measurements, South Africa, 2014
    • Market Definitions-Abbreviations
    • Additional Sources of Information on Contact Centres
    • Partial List of Companies Interviewed

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