#BPOInSouthAfrica

[isonxperiences]

South Africa - The New Call Center Outsourcing Destination

Both, large and small companies are outsourcing some parts of their services offshore to cut expenses, improve customer service, and save funds to invest in better technology.

Particularly, call center offshoring is becoming a popular BPO activity. In a survey conducted by Deloitte, 35% of the 300 global respondents surveyed answered they outsource their call center services.

BPO in South Africa is growing at an accelerated rate, with South Africa rapidly establishing itself as a reliable, world-renowned BPO destination. Below are some of the reasons why South Africa has become the new destination for firms offshoring their call center services.

Cost reductions Cost plays an important role in outsourcing a business process. Based on steady-state operating, companies can save around 50% by offshoring call center work to South Africa, as per the industry association, BPESA.

Large talent pool Each year, about 410,000 English-speaking people join the national labor force of South Africa. And not just in the English language, many South Africans are multilingual and well-versed in German, French, Dutch, and Italian.

With this broad language skill set, people of South Africa can give emotional quotient (EQ) responses to consumers, resulting in exceptionally high service levels that often surpass other locations' service levels.

Broad skill sets The workforce of South African is skilled to give entry-level service than sophisticated back-office tasks. BPESA notes that the third stage education system of South Africa creates thrice more qualified actuaries than in India, along with large numbers of other specialists.

For straight 6 years in a row, South Africa has excelled in WEF’s record of 140 countries for giving the highest level of Reporting and Auditing Standard. And the fact that the data protection laws of South Africa are in line with the laws implemented in the UK and EU, brings an added layer of confidence to the businesses looking for offshore services.

The city of Durban is a hub for telemarketing and maintenance activity, with corporations from the UK and Australia outsourcing outbound customer calls to vendors there. Call center in Kenya and call center in Egypt are also expanding at a fast pace.

Cultural fit It is universally admitted that South Africans have a strong cultural association with people living in the UK, Europe, America, and Australia. The accent of South Africa is notably more neutral making it understandable for customers in the UK.

Accessibility South Africa is known for its world-class infrastructure. Visiting South Africa is also easy. The cost of living in the main cities like Cape Town and Johannesburg is considerably lower than other BPO centers such as Kuala Lumpur and New Delhi.

Conclusion In the fiercely competitive globalized market of today's world, finding an environmentally and economically stable destination for outsourcing can be a huge challenge. However, with the above-stated benefits, we can conclude that South Africa efficiently brings it all to the table. Right from offering reduced costs, to having a large pool of talent with broad skill sets is what makes South Africa the new destination for international business and companies seeking to outsource their call center services.