South africas call centre industry responsible for approximately 18 000 jobs is on a high On the back of explosive growth over the past five years earlier this year SA scooped the prestigious European Outsourcing Association EOA Offshoring Destination of the Year Award only ID: 635207
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Slide1
SA’s call
centre
industry flying high scooping two international accolades
South
africa’s
call
centre
industry - responsible for approximately 18 000 jobs - is on a high. On the back of explosive growth over the past five years, earlier this year, SA scooped the prestigious European Outsourcing Association (EOA) Offshoring Destination of the Year Award only months after taking the National Outsourcing Association (NOA) - UK Offshoring Destination of the Year Award.
Contrary to general perception that South Africa suffers chronic skills shortage, SA’s call
centre
industry services demanding customers across European from countries including England, Germany, France, Netherlands and Switzerland, with a growing base of high end skills in financial and legal services, and in many languages in addition to English.
Slide2
Call
centre
: Key stats
The outsourcing sector constitutes 44% of the local call
centre
market, an 8% increase from 2011/12
The financial services sector makes up the highest proportion of customer service associates in the industry at 41.2%, a 6% increase from 2011/12, with retail at 24.9%, a 12.9% increase
The retail sector is responsible for the majority of international captive work at 68.8% of the market, while financial services accounts for the majority of domestic captives at 68.4%. Despite there being a number of similarities with international markets, financial services in the international outsourcing market makes up a relatively small proportion of business at 16.5%
The UK market is responsible for 61% of offshore business in the Western Cape, a 4% decrease from 2011/12 while the Australian market grew from 4% to 9% in 2012/13
The BPO/contact
centre
industry employs an estimated 38,000 people in the Western Cape, contributing about R8 billion to the province’s annual GDP.
Source: 2012/2013 Key Indicator Report
BPeSA
/ Western Cape