Choose a country

United KingdomEnglish
South AfricaEnglish

If you want REAL value, think South Africa

11th February 2019

Recently  we attended TradeSSA’s official launch of the Global Business Services (GBS) Incentives at South Africa House in London. Before I cover the highlights announced on the day, it’s worth noting that the current investment scheme has already borne fruit: the Business Process Services (BPS) industry is growing at c.22% annually, which is 3 times faster than India and the Philippines.

The new measures announced have been carefully designed to sustain this strong growth, whilst introducing modifications so that South Africa creates the right environment and workforce to remain competitive over the longer term. In short, they aim to grow the sector 10 fold and ensure that South Africa remains competitive with both established and emerging competitor countries.

I’ve summarised the key highlights of the new incentives below:

Some of the world’s biggest brands are already in South Africa, which without a doubt, is testament to all that South Africa has to offer and supported by the incentives to date. And when I think about the overall value proposition South Africa has to offer vs. other offshore locations, it’s clear that a sustained focus in key areas have helped to make it really powerful. There’s an aligned focus on our sector from a number of the key players: BPeSA (Business Process enabling South Africa), Harambee (youth employment accelerator), the Department of Trade and Industry (DTI), and InvestSA, which is resulting in strong national coordination and mobilisation, the development of a clear and differentiation value proposition and a coordinated strategy around supply and demand.

However, to my mind, the real ‘magic’ of South Africa lies in its young talent – and there’s no shortage of it. 1 million students are enrolled in University at any one time, with c.192,000 graduating each year. Across the country, c.150,000 people are employed in the Global Business Services Sector – our talent pool has a reputation for  a more neutral accent vs. other offshore destinations, which is giving us a clear edge.

The UK and Australia have leveraged South Africa’s talent for customer support for many years, and this work is now evolving to include end-to-end customer experience management (upselling, retention, chats/social media and customer analytics, etc.). Companies in the US are also increasingly lured by South Africa, thanks to the quality of the talent and lower operational costs. And the huge investment in skills – industry, Customer Experience (CX) & Business Process Outsourcing (BPO) specific – and Future Skills, things like applied knowledge, people and workplace skills, is giving clients confidence that South Africa is a great long term solution for their CX and BPO requirements.

South Africa also offers a real opportunity to make a difference for young people and their communities. c.25-30% of 2017 hires in global services come from “Impact Sourcing” championed by BPeSA and the Rockefeller Foundation. Webhelp has successfully implemented impact sourcing in partnership with Harambee and not only are we proud to support this worthy cause, it’s actually paying dividends. The punctuality, attendance and attrition amongst our impact workers all compare favourably to the  average across our estate, and their performance was just as good as the average.

Other key factors contribute to magical South Africa:

To conclude, with everything that South Africa has to offer, and the new incentives to do business here, it’s hardly surprising that it was awarded the Global Sourcing Association’s “Offshoring Destination of the Year” for the second time in 2018.

So if you want to get REAL value from your CX and BPO, think South Africa, and call Webhelp!  Drop me a line, I’d love to talk! E:





Author: Brandon Aitken

Article by: Webhelp

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Pedalling hard for CF Warriors

Webhelp's Director of IT services, Stephen Dickson, joined record breaking Cystic Fibrosis warrior, Josh Llewellyn-Jones, this week, as he attempted his latest endurance feat by cycling from Edinburgh to Cardiff in just five days. Stephen cycled with Josh and his team for the final three days of the challenge, travelling all the way from Leeds to the finishing line in Cardiff on Thursday (18th...

3 key questions about your marketplace business model

One of the main marketplace elements you should consider is, of course, the business model and profitability. How can I develop my marketplace project into a profitable long-term business? Here are three key questions you should ask yourself to find out. What ratios should I envisage in my...

Ten Heart-Warming Calls Show Why Consumers Prefer Human Customer Service

Leading customer experience provider Webhelp asked 8,000 contact centre employees to share their most distinctive customer interactions   4 April 2019 The woman whose cats eat better than she does. The holiday shopper who provided life advice and inspiration. And the mum-to-be who was...


How do we really want to interact with brands? What do we really think about AI and Automation? How important is it to strike the right balance between human talent and AI and Automation for CX? Read our new paper to find out more.   The Webhelp Disruptor Series. Be part of...

Case Studies
Webhelp People Analytics



Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies: