Contact Centre Operations in South Africa, 2019: State of the Industry, Employment Numbers & Trends, Sector-Specific Developments -

DUBLIN--()--The "Contact Centre Operations in South Africa 2019" report has been added to's offering.

This report describes the state of the industry, employment numbers and trends and sector-specific developments. There are comprehensive profiles of 42 companies. These include Merchants which, with holding company Dimension Data, bought Canadian Millennium 1 Solutions; Business Connexion, which said it would retrench about 700 employees following a weak financial performance; and Webhelp, which is involved in an initiative to boost BPO skills in South Africa.

Contact Centre Operations

The South African contact centre industry, which is a subsector of the business process outsourcing (BPO) industry, contributes approximately R53bn annually to South Africa's GDP. Through various government incentives and industry initiatives, South Africa is attempting to grow its share of the BPO market to 4% of global revenues by 2030, from around 1% some years ago. The industry employs more than 228,000 consultants or agents, of which 38,600 are focused solely on international business. Contact centres are an important sector for job creation as they are labor-intensive.

Challenges of Automation

South Africa has a booming local contact centre economy and has been able to attract foreign investment due to incentives offered by the Department of Trade and Industry (DTI). In addition to the cost savings, South Africa is attractive as an offshore destination as it has good quality English-speaking talent and government support in areas of skills development and infrastructure incentives. While it is a job creator, automation and artificial intelligence will affect job creation opportunities as some contact centre functions become automated. Chatbot technology is being deployed for relatively simple, mundane tasks, leading to concerns that agents will become obsolete. However, artificial intelligence will increasingly be used to automate routine tasks so that human agents can focus on escalated issues.

Key Topics Covered

1. Introduction

2. Description of the Industry

2.1. Industry Value Chain

2.2. Geographic Position

3. Size of the Industry

4. State of the Industry

4.1. Local

4.1.1. Corporate Actions

4.1.2. Regulations and Government Programmes

4.1.3. Enterprise Development and Social Economic Development

4.2. Continental

4.3. International

4.4. Global Technology Trends Affecting the Contact Centre Industry

5. Influencing Factors

5.1. Economic Environment

5.2. Rising Input Costs

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

5.4. Government Support

5.5. Labour

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
  • Blake Connect (Pty) Ltd
  • Business Connexion (Pty) Ltd
  • Care Call Retail and Distribution Services (Pty) Ltd
  • CCI SA (Durban) (Pty) Ltd
  • CCI South Africa (Pty) Ltd
  • Digital Mall (Pty) Ltd
  • Direct Channel Holdings (Pty) Ltd
  • Dreamscheme 76 (Pty) Ltd
  • Durban Technology Hub
  • EC Three (Pty) Ltd
  • Ernst and Young Services (Pty) Ltd
  • EXLservice South Africa (Pty) Ltd
  • FSP Solutions (Pty) Ltd
  • Full Circle Contact Centre Services (Pty) Ltd
  • Gijima Group Ltd
  • i-Talk Call Centre Solutions (Pty) Ltd
  • IBM South Africa (Pty) Ltd
  • iContact (Pty) Ltd
  • Ignition Telecoms Investments (Pty) Ltd
  • Indox (Pty) Ltd
  • Laboria Solutions (Pty) Ltd
  • Mango5 Call Centre (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 Centre (Pty) Ltd
  • SA Commercial (Pty) Ltd
  • SoluGrowth (Pty) Ltd
  • State 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
  • Zest Hospitality (Pty) Ltd

For more information about this report visit

Laura Wood, Senior Press Manager
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900

Laura Wood, Senior Press Manager
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900