1. Market Research
  2. > IT Services
  3. > IT Outsourcing Market Trends
  4. > Analysis of the South African Contact Centre Market 

Analysis of the South African Contact Centre Market 

  • July 2015
  • -
  • Frost & Sullivan
  • -
  • 88 pages

Analysis of the South African Contact Centre Market : The Growing Opportunity for Business Process Outsourcing (BPO) Providers in South Africa’s Contact Centre Market

To be successfully employed in a contact centre in South Africa, an individual is expected to have a good command of the English language as well as advanced numeracy, technology, and customer service skills However, skill shortages are a major challenge in the South African contact centre market Also, a recent change in the requirements to receive an incentive through the Department of Trade and Industry (DTI) could be devastating to the progress South Africa has made in the business process outsourcing (BPO) sector over the last 10 years Companies may have to go through fundamental changes and restructuring This research service examines the South African contact centre market and discusses the key trends which will shape this market
Key Questions

- How will the market drivers and restraints impact future contact centre growth?
- How does analytics fit in into the contact centre industry, how are service providers using analytics, and what opportunities are being created?
- What are the potential effects of the change in the BBBEE requirements on companies’ ability to receive the DTI’s BPO incentive?
- How will the migration from voice to non-voice services impact the industry?

Table Of Contents

Analysis of the South African Contact Centre Market 
Table Of Contents
1 EXECUTIVE SUMMARY

Executive Summary
1 Key Findings
2 Key Findings
3 Measurements
4 CEO's Perspective

2 MARKET OVERVIEW

Market Overview
1 Research Scope
2 Service Provider Scope
3 Market Definitions
4 Market Definitions
5 Key Questions this Study will Answer

3 MARKET BACKGROUND

Market Background
1 Geographical Delivery Location Perspective
2 South African BPO Landscape
3 Contact Centre—Market Overview
4 Contact Centre—Domestic Market Overview
5 Contact Centre Value Proposition for South Africa
6 Trends in the South African Contact Centre Sector
7 Trends in the South African BPO Market

4 DRIVERS AND RESTRAINTS—TOTAL CONTACT CENTRE MARKET

Drivers and Restraints—Total Contact Centre Market
1 Market Drivers
2 Drivers Explained
3 Drivers Explained
4 Market Restraints
5 Restraints Explained
6 Restraints Explained

5 FORECASTS AND TRENDS—TOTAL CONTACT CENTRE MARKET

Forecasts and Trends—Total Contact Centre Market
1 Forecast Assumptions
2 Total Contact Centre Market—Agents Forecast Including Captive
3 Total Contact Centre Market—Agents and Revenue Forecast including Captive
4 Agents and Revenue Forecast Discussion
5 Total Contact Centre Market—Per cent Revenue by Verticals
6 Annual Attrition Rate
7 Breakdown of Agents by Provinces Including Captive Sector

6 MARKET SHARE AND COMPETITIVE ANALYSIS— TOTAL CONTACT CENTRE MARKET

Market Share and Competitive Analysis— Total Contact Centre Market
1 Competitive Environment
2 Top Competitors
3 Top Competitors

7 CONTACT CENTRE TRENDS

Contact Centre Trends
1 Key Topics
2 The DTI Incentive Scheme
3 The DTI Incentive Scheme
4 The DTI Incentive Scheme
5 The DTI Incentive Scheme
6 The DTI Incentive Scheme
7 The Application of Analytics to Contact Centres
8 The Application of Analytics to Contact Centres
9 The Application of Analytics to Contact Centres
10 The Application of Analytics to Contact Centres
11 Contact Centre in the Cloud
12 Migration from Voice to Non-voice Services
13 Migration from Voice to Non-voice Services
14 Migration from Voice to Non-voice Services
15 Migration from Voice to Non-voice Services
16 Migration from Voice to Non-voice Services
17 Moving Up or Down the Value Chain
18 Moving Up or Down the Value Chain

8 DOMESTIC OUTSOURCE SEGMENT ANALYSIS

Domestic Outsource Segment Analysis
1 Contact Centre Landscape
2 Domestic Outsource Segment—Agents Forecast
3 Domestic Outsource Segment Agents Forecast Discussion
4 Competitive Environment
5 Contact Centre Landscape

9 INTERNATIONAL OFFSHORE SEGMENT ANALYSIS

International Offshore Segment Analysis
1 International Offshore Segment—Agents Forecast
2 International Offshore Segment Agents Forecast Discussion
3 International Offshore Segment—Per cent Revenue by Verticals
4 Market Share by Seat Numbers
5 Competitive Environment

10 TECHNOLOGY PROVIDERS

Technology Providers
1 Overview of the Market
2 Overview of the Market
3 Contact Centre in the Cloud from the Technology Providers Perspective
4 Migration from Voice to Non-voice Services

11 THE LAST WORD

The Last Word
1 The Last Word—Predictions
2 The Last Word—Recommendations
3 Legal Disclaimer

12 APPENDIX

Appendix
1 Methodology
2 Measurements
3 Market Definitions—Abbreviations
4 Additional Sources of Information on Contact Centres
5 Partial List of Companies Interviewed
6 List of Exhibits
7 List of Exhibits

List of Exhibits


Total Contact Centre Market: Market Engineering Measurements, South Africa, 2014
Total Contact Centre Market: Market Structure, South Africa, 2014
Total Contact Centre Market: Value Proposition, South Africa, 2014
Total Contact Centre Market: Trend Analysis, South Africa, 2014
Total Contact Centre Market: Key Market Drivers, South Africa, 2015-2019
Total Contact Centre Market: Key Market Restraints, South Africa, 2015-2019
Total Contact Centre Market: Agents Forecast, South Africa, 2011-2019
Total Contact Centre Market: Agents and Revenue Forecast, South Africa, 2011-2019
Total Contact Centre Market: Per cent Revenue Breakdown by Verticals, South Africa, 2013-2014
Total Contact Centre Market: Annual Attrition Rates, South Africa, 2013-2014
Total Contact Centre Market: Breakdown of International vs Domestic Agents by Province, South Africa, 2014
Total Contact Centre Market: Competitive Structure, South Africa, 2014
Total Contact Centre Segment: SWOT Analysis, South Africa, 2014
Upgrade of BBBEE Status, South Africa
Total Contact Centre Market: Usefulness of Analytics in the Contact Centre Landscape, South Africa, 2014
Total Contact Centre Market: Application of Analytics, South Africa, 2014
Total Contact Centre Market: Advantages of the Use of the Omnichannel Model, South Africa, 2014
Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014
Domestic Outsource Segment: Agents Forecast, South Africa, 2011-2019
Domestic Outsource Segment: Competitive Structure, South Africa, 2014
Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014
International Offshore Segment: Agents Forecast, South Africa, 2011-2019
International Offshore Segment: Per cent Revenue Breakdown by Verticals, South Africa, 2013-2014
International Offshore Segment: Percentage Seat Breakdown, South Africa, 2014
International Offshore Segment: Competitive Structure, South Africa, 2015
Total Contact Centre Market: Market Engineering Measurements, South Africa, 2014

View This Report »

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 24 Million searchable statistics with tables, figures & datasets
  • More than 10,000 trusted sources
24/7 Customer Support

Talk to Ahmad

+1 718 618 4302

Purchase Reports From Reputable Market Research Publishers
Cloud-Based Contact Center Market by Solution, Service, Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

Cloud-Based Contact Center Market by Solution, Service, Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

  • $ 7150
  • Industry report
  • November 2016
  • by MarketsandMarkets

“Faster deployment, scalability of cloud technology, cloud compliance requirement, and need to manage disaster recovery is expected to drive the overall market” The cloud-based contact center market ...

Worldwide Contact Center Applications Market Shares, 2015: Revolution and Evolution Is Happening

Worldwide Contact Center Applications Market Shares, 2015: Revolution and Evolution Is Happening

  • $ 4500
  • Industry report
  • September 2016
  • by IDC

This IDC study examines the worldwide contact center applications market for 2013-2015. Revenue and market share of the leading vendors are provided for 2015."One can argue that the contact center leads ...

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts: NAIC 561400

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts: NAIC 561400

  • $ 1995
  • Industry report
  • November 2016
  • by Plunkett Research

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts to 2023, NAIC 561400 ...

Call Centres Uk Industry Report

December 2016 $ 449

Experience Avaya 2016

August 2016 $ 500

ref:plp2015

Reportlinker.com © Copyright 2016. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.