Offices
Amsterdam, The Netherlands
Glasgow, United Kingdom
Ft Lauderdale, Florida, United States
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
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.
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