Nov 24 , 2021 15:58
Creating An Ecosystem For Agent-Empowered CX Excellence
South Africa’s contact centre industry has been defined over the past 15 years by native-English service delivery, strong value, and consistent government support. Outsourcers in the country have exploited these factors to accelerate the sector’s growth in recent years, creating over 43,600 jobs since 2018.READ FULL REPORT
In 2021, South African CX BPO reached new heights. According to the 2021 Ryan Strategic Advisory Front-Office Survey of 628 contact centre decision-makers, South Africa is the most favoured offshore location for the delivery of outsourced business services.
Not only did South Africa beat longtime outsourcing heavyweights India and the Philippines this year, but it was also ranked more highly than 50 other countries under consideration.
Such favourability speaks to even deeper strengths than English-speaking agents and low costs. Indeed, upon closer inspection, it becomes clear that South Africa’s
rise to become the world’s most favoured outsourcing destination owes to a uniquely vibrant ecosystem.
Investment promotion bodies, including BPESA and Cape BPO, have played a vital role in helping to bring that ecosystem to life, as have the country’s outsourcers. Among these, South Africa’s largest BPO, CCI Global, has played an outsized role in helping to position the sector as a technology-empowered driver of socioeconomic progress.
From 2010 to 2020, CCI Global grew its South African operations by 20% a year.- Ryan Strategic Advisory
Building South Africa's Outsourcing Ecosystem
In 2004, CCI Global became one of the first major third-party outsourcers to launch operations in South Africa. It started as a modest endeavor, with about 50 agents largely dedicated to sales. But even early on, it was clear that South African agents possessed key attributes for call centre success. They spoke in accent-neutral English, in stark contrast to delivery from the dominant offshore destinations at the time.
Operations began scaling up. Over the following years, building relationships with clients fueled CCI Global’s organic growth in South Africa, expanding to deliver services first into the UK market, and then Australia. South African agents were proving themselves not only adept at sales campaigns, but increasingly the same skill sets—accent-neutral English, empathy and resilience allowed them to effectively manage a wider array of services for customers.