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A COMMUNICATION HUB FOR THE AFRICAN CONTACT CENTRE INDUSTRY |
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THE NATIONAL BPO & CALL CENTRE REPORT IS NOW AVAILABLE FOR IMMEDIATE DELIVERY
Get an exclusive look at this acclaimed national report on the
contact centre industry in South Africa. The 2007/8 South Africa BPO and Contact Centre market quantification report
is an eye-opener. Whilst it has certainly delivered vast number of facts, it
has spawned numerous new questions about various important aspects relating
to our industry that desperately need answers. It has clearly indicated that
it will be vital to repeat the research study at least every two years and with
possible, interim reports every twelve months will be needed in order that certain
high-impact trends can be monitored. We have also seen the need for a series
of tightly focused “drill down” research surveys, specifically one
dealing exclusively with our industry’s human capital component and another
focusing on pure technology issues. C3Africa Research will shortly be embarking
on these important companion studies. In the course of assisting C3Africa to compile the BPO and Contact Centre
Report I came across a lot of very smart people doing some very clever things.
Through their innovation and persistence in integrating labour and technology
to deliver client satisfaction they have helped to create a viable, world class
industry in South Africa, driven in equal measure by local demand and the efficiency-hungry
developed economics. The Call Centre and BPO industry has emerged rapidly into the limelight
in South Africa. In little over 3 years it has become a formidable part of the
national skills development and job creation debate. In the context of human
resources it has challenged the constraints of its environments; be it the demand
for experience, public transport, extended operating hours, rapid start-ups
and new languages. The industry has emerged into 2008 a bit bruised in certain
areas, perhaps a bit too optimistic in others, but definitely ready to take
on the future. Larger contact centres tend to employ higher percentage of candidates with
no previous call centre experience (possibly unemployed), and those with lower
formal qualifications. These contact centres are more likely to have in-house
training academies and government-incentivised training programmes. Principal Sponsors
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