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.
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.