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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.


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