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Analysis of the South African Contact Centre Market 

  • July 2015
  • 88 pages
  • Frost & Sullivan
Report ID: 3169903

Summary

Table of Contents

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?

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