Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Evolution of South Africa’s customer experience industry

News
20th May 2014

Evan Jones, Chief Operating Officer at Webhelp South Africa, speaks to CNBC Africa on the evolution of the customer service industry in South Africa and the opportunities ahead. South Africa has made its mark in the global customer experience industry as an offshoring destination of choice. The value offered by local contact centres to global brands goes beyond cost reduction. It lies in the emotionally compelling service experience due to a strong cultural alignment with the markets served – primarily UK and Australia but increasingly continental Europe too. Scripted responses and focussing on call handling times and similar metrics as success criteria is no longer enough. Customers who call a customer service department expect to be able to speak to an informed and empathetic individual, irrespective of contact channel choice. With the skills, training and mindset available, South Africa’s local infrastructure is also developing rapidly, reinforcing South Africa’s mark in the global outsourcing industry. However, there are still hurdles to cross and challenges still faced by businesses looking to set up customer service operations from South Africa. Evan’s comments are present in the news article and the video published by CNBC Africa.


admin
Article by: admin

News & Insights

Service Provider
Solution Designer
Technology Enabler
Blog
Infographic: Customer journey in a nutshell!

The customer journey is usually described as the complete sum of experiences that customers travel through when interacting with a company and brand. In plain terms, a customer journey is just the road map a customer takes to an action point (usually a purchase). It can also identify the point at which people lose interest or what brings them back to the brand – which is sometimes more...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp acquires PitechPlus – a leading software solutions expert

The Webhelp Group announces the acquisition of PitechPlus, a Romanian company that designs, develops and deploys custom - made software solutions, particularly in the areas of sales digitalization and process automation. PitechPlus already supports major European companies in their digital strategy...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp “Think Human”

Webhelp rings in its next phase of strategic development with new brand Paris-headquartered Webhelp, the European leader in customer experience and business solutions, today revealed its revamped brand platform, supported by an updated visual identity. The group’s new brand reunites the...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
AI AND AUTOMATION: IMPROVING THE CUSTOMER EXPERIENCE

  The Webhelp Disruptor Series. Be part of it!   This paper has been borne of conversations with experts within Webhelp and beyond and is also the result of a YouGov study of over 2,000 adults in the UK. Find out consumer attitudes towards AI and automation and read expert views...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
×

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:
Twitter
LinkedIn
Facebook