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South Africa

The Smart Outsourcing Solution

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South Africa

Voted #1 English speaking BPO destination

According to survey participants in the US and Canada, South Africa placed first out of 53 different locations for multiple years in a row

* Annual Ryan Strategy Advisory BPO Omnibus Survey, conducted amongst 628 enterprise decision-makers

South Africa

Agents with High Emotional Intelligence (EQ)

South Africa is among the top 5 countries for highest positive emotional experiences out of 122 countries, ahead of several nearshore locations, including Colombia, Mexico & Jamaica.

Source: Gallup 2022 Global Emotions Report

South African cultural traits

  • Warmth, patience & tolerance are notable South African cultural traits.
  • High levels of empathy for people across different cultures is exhibited by South Africans, as most have experienced challenging circumstances in their past & present.
  • South Africans are charismatic with high levels of confidence when interacting with other people.
  • South African society is culturally diverse across African, Eastern & Western cultures, making them highly culturally cognisant.

English Proficiency

  • South Africa is a native-English speaking country
  • South Africa is ranked 12th out of 112 in the Education First 2021 English Proficiency Index.
  • Out of 7 countries with a significant English proficiency gap in favour of women, South Africa is one of them.
  • South African workers are renowned for their clear, neutral accents.

Source: Education First 2021 English Proficiency Index

South Africa’s compelling competitive advantage

Global brands consider South Africa for the dual benefits of Cost + Value.

On average, brands outsourcing to South Africa have recorded that the country delivers 18% better CX quality when compared to competitor offshore markets (including higher first call/contact resolution). This translates into 4% to 5% better/higher customer retention each year compared to other offshoring locations. Importantly, this higher customer retention delivers greater customer lifetime value (CLV) and bottom-line profits/benefits from the consumers/customers of global brands and enterprises that outsource to South Africa.

Source: GBS World

Fully Loaded (FTE) Cost Comparisons

  • The fully loaded costs comprises the salary, IT, facilities, admin, operational management, operational functional and other operating expenses. A South African industry-average mark-up is applied to the total costs.
  • Compared to US, UK, Canada and Australia (source markets), the fully loaded monthly costs per contact agent seat in South Africa is significantly less expensive.

Source: GBS World

Scalable, cost-proficient English speaking CX talent servicing US & UK consumers

  • Articulate English-speaking talent with pleasant accents and high Emotional Intelligence (EQ).
  • Cost proficient salary and operating costs with 50 — 60% savings.
  • Strong cultural similarities with the US & UK societies.
  • Scalable and trainable pool of talent with native-English workers.

Diverse and equitable pool of impact sourcing talent

  • Recognized Diversity, Equity and Social Inclusion (DEI) with a 96% multi-ethnic workforce consisting of 89% youth, and 65% female.
  • Strong and developed skills pipeline for US & UK service delivery.
  • Established and growing pool of customer service impact sourcing workers.

Proven vertical-specialized domain knowledge

  • Specialized CX expertise and digital domain knowledge for utilities, insurance, retail,telecom, travel/airline, finance and technology vertical industries.
  • Burgeoning growth in delivering services for US utilities, healthcare and insurance verticals.
  • 18% better customer experience with 5% greater retention and customer lifetime value (CLV) compared to other comparator markets.

Trusted business continuity location for diversifying risk

  • Growing business continuity location for brands seeking to spread service delivery across multiple locations.
  • Re-integration of workers on-site with balanced hybrid operating models.
  • Renowned state-by-state data protection, cybersecurity and regulatory policies.
  • Budding environmentally-friendly CX operations with adherence to ESG best practice.

Contact

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  • Offices

    Amsterdam, The Netherlands

    Glasgow, United Kingdom

  • Call Center Operation

    Durban, South Africa