Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Evolution of South Africa’s contact centre industry

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. Webhelp SA’s Chief Operating Officer Evan Jones was among the industry experts interviewed by CNBC Africa on the evolution and opportunities that are present in South Africa’s contact centre industry. Read the news article here and watch the video here.


admin
Article by: admin

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
Blog
2019: Thought’s on what’s in store

What’s Ahead for CX in 2019? David Turner recently outlined his thoughts on 2018, in particular the recent highlights for Webhelp and some of his ideas on the road ahead for customer experience in 2019. I also want to look ahead to 2019, but taking a slightly different angle to the usual ‘top trends to look out for’ as featured in many business journals. At present, most of the...

News
Top Performers Recognised At Webhelp South Africa’s Annual Star Awards

Webhelp recently hosted its fourth annual Star Awards event, held at the Bay Hotel in Cape Town. This event saw representatives from the company in South Africa and the UK come together with clients, industry partners BPeSA and CCMG as well as impact sourcing partners Harambee and Columba, to...

News
Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Post Office Limited®

...

×

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