2021 South Africa Contact Center Operations Market Report with Aegis, CCI, Merchants, Outworx, Webhelp, Altron and Business Connexion – ResearchAndMarkets.com

DUBLIN – (COMMERCIAL THREAD)–The “Contact center operations in South Africa 2021” the report was added to ResearchAndMarkets.com offer.

This report focuses on the South African contact center industry, a sub-sector of the Business Process Outsourcing industry. It includes information on the state of the sector, job creation, government support and influencing factors.

There are profiles of 40 companies, including international companies with call center operations in South Africa such as Aegis, CCI, Merchants, Outworx and Webhelp, and back office providers such as Altron and Business Connection.

The South African contact center industry, which includes call centers, technical support, and back and front office services for multinationals and South African businesses, has experienced exceptional growth in recent years, driven by by strong government support through incentives offered by the Ministry of Commerce. , Industry and Competition.

The industry specializes in customer service and shared services, particularly in niche banking, financial services, insurance and legal services. It is seen as a job creator and currency generator through outsourced services.

Competitive advantage

South Africa has been voted by contact center managers around the world as the preferred business process outsourcing location in the world, having been ranked second for three consecutive years. More than half of the work done by South African call center outsourcing currently comes from the UK. South Africa’s competitive advantages include availability of skills, infrastructure, risk profile, business environment, fluency in English, and alignment of time zones.

Government support

Government support, through incentives offered by the Ministry of Trade, Industry and Competition, has seen the sector grow despite the challenges posed by the coronavirus pandemic. The Global Business Services Incentive was introduced in 2019 to create jobs for young people and contribute to the country’s export income from offshoring services.

Main topics covered:

1. INTRODUCTION

2. DESCRIPTION OF THE INDUSTRY

2.1. Industry value chain

2.2. Geographical position

3. INDUSTRY SIZE

4. STATE OF THE INDUSTRY

4.1. Local

4.1.1. Corporate actions

4.1.2. Regulations

4.1.3. Business development and economic and social development

4.2. Continental

4.3. International

5. INFLUENCE FACTORS

5.1. Coronavirus

5.2. Economic environment

5.3. Rising input costs

5.4. Government support

5.5. Labor

5.6. Technology, Research and Development (R&D) and Innovation

6. COMPETITION

6.1. Barriers to entry

7. SWOT ANALYSIS

8. OUTLOOK

9. INDUSTRY ASSOCIATIONS

10. REFERENCES

10.1. Publications

10.2. Websites

Companies mentioned

  • 1Stream Managed Technology Solutions (Pty) Ltd

  • Accenture Services (Pty) Ltd

  • Aegis Outsourcing South Africa (Pty) Ltd

  • Altron TMT (Pty) Ltd

  • AVirtual Services (Pty) Ltd

  • Business Connexion (Pty) Ltd

  • Care Call Retail and Distribution Services (Pty) Ltd

  • CCI SA (Durban) (Pty) Ltd

  • CCI SA Johannesburg (Pty) Ltd

  • CCI South Africa (Pty) Ltd

  • Centrevo (Pty) Ltd

  • Digital Mall (Pty) Ltd

  • Dreamscheme 76 (Pty) Ltd

  • Durban Technology Center PNJ

  • EC Three (Pty) Ltd

  • Ernst and Young Services (Pty) Ltd

  • EXLService South Africa (Pty) Ltd

  • FSP Solutions (Pty) Ltd

  • Full Circle Contact Center Services (Pty) Ltd

  • Gijima Group Ltd.

  • i-Talk Call Center Solutions (Pty) Ltd

  • iContact (Pty) Ltd

  • Ignition Telecoms Investments (Pty) Ltd

  • Laboria Solutions (Pty) Ltd

  • Mango 5 (Pty) Ltd

  • Market IQ (Pty) Ltd

  • Merchants SA (Pty) Ltd

  • Mindpearl South Africa (Pty) Ltd

  • MTN Group Ltd.

  • Nextec Industrial Technologies (Pty) Ltd

  • O’Keeffe and Swartz Consultants (Pty) Ltd

  • Outworx Contact Center (Pty) Ltd

  • SA Commercial (Pty) Ltd

  • SoluGrowth (Pty) Ltd

  • National Information Technology Agency SOC Ltd

  • Talksure Trading (Pty) Ltd

  • TP South Africa Trading (Pty) Ltd

  • Webhelp SA Outsourcing (Pty) Ltd

  • WNS Global Services SA (Pty) Ltd

  • WNS South Africa (Pty) Ltd

For more information on this report, visit https://www.researchandmarkets.com/r/sx3jei.