Business process outsourcing
South Africa is strategically positioned at the tip of Africa and is regarded as one of the economic powerhouses of the continent.
Comparing favourably to other emerging markets, the country has world-class infrastructure and a labour force comprising affordable semi-skilled and unskilled workers.
The local offshore business process outsourcing (BPO) market has, according to the Department of Trade and Industry (dti), seen a compounded average growth of 25% year-on-year, with more than 30 000 offshore jobs.
Leading buyers of South African BPO services:
• United Kingdom
• United States
AUSTRALIAN OFFSHORE BPO CAMPAIGN LAUNCHED
Business process outsourcing company, Merchants, partnered with iSelect – an Australian insurance, utilities and personal finance comparison website – and will manage its contact centre in South Africa.
Said Minister of Trade and Industry, Rob Davies, “Merchants, which has multiple locations in Cape Town, Johannesburg, Durban and Pretoria, has been one of the pioneers in developing and supporting South Africa’s business process offshoring value proposition over the last 14 years.”
The Minister added that the partnership between iSelect and Merchants is indicative of the working partnership with government and that strategic objectives of the BPO sector are met in relation to foreign direct investment, job creation among the youth, export revenue generation and the implementation of career pathing.
Industry body, Business Process Enabling South Africa (BPESA) aims to increase jobs in the BPO sector from the current 30 800 to 80 000 by 2021.
According to BPESA’s head of marketing and communications, Melissa Wippenaar, this goal will be reached by:
• Building on the strength of voice processing
• Developing skills in non-voice processing functions – in particular legal process outsourcing and knowledge process outsourcing
GEOGRAPHIC PROFILE OF THE SA BPO INDUSTRY
Frost & Sullivan