South Africa is rapidly becoming a powerhouse for business process outsourcing, as the economically vibrant nation already handles outsourcing for major global brands.
South African Call Centers at a Glance
- Government incentives: South Africa actively welcomes foreign investment in call centers through tax breaks and streamlined regulations.
- Modern infrastructure: South Africa boasts a robust infrastructure that supports various industries, including customer service and technology.
- Highly educated workforce: With a national literacy rate exceeding 90%, South African call centers offer agents with exceptional communication skills, prepared to deliver top-notch customer service from day one.
- Experienced in remote work: South Africa is pioneering remote work models and has a large pool of educated professionals comfortable with the demands of outsourced roles.
- Low turnover and absenteeism: South African call centers benefit from low staff turnover and absenteeism, ensuring consistent service.
- Culturally aligned agents: South African call center agents often demonstrate cultural norms similar to those in the US and Europe, making them a cost-effective and service-oriented choice for companies seeking reliable offshore outsourcing partners.
South African Call Centers
Call centers in Africa offer a desirable combination of language diversity and low costs.
Located at the southern tip of the African continent, South Africa is one of the world’s emerging markets for business process outsourcing. With steady economic growth and reputation as the most developed nation in Africa, South Africa has already been entrusted with business process outsourcing for some of the world’s biggest global brands, including IBM, Siemens, and Deloitte.
The Call Center Industry in South Africa
The South African government has made sharp goals to reduce national poverty and advanced the already growing middle class by diversifying the industries their population can serve. This is why so much focus has been put toward international investment for call center operations.
The South African government has created numerous financial and tax regulations to ease the barrier of entry for outside investors to bring call center services to South Africa, which include subsidies and loan programs designed to entice business relocation.
In addition to the attractive, pro-business features, South Africa has already created a modernized infrastructure that is readymade to support any and all industries, from telecom and manufacturing to customer service and hospitality.
The Call Center Workforce in South Africa
One of the biggest advantages in South Africa is their labor force. With a national literacy rate in the high 90s, call center agents can offer exceptional clarity and customer service right away. In addition, South Africa has led the charge internationally as an early adopter of remote workforces, meaning many educated South African workers are already well-versed in the demands and processes of an outsourced role.
This has created low call center agent attrition, with staggeringly low rates of absenteeism. Call center agents also exemplify the cultural norms of the U.S. and Europe, making them a cost- and service-effective resource for call center leaders looking for offshore destinations with reliable outsourcing agents.
Frequently Asked Questions: South African Call Centers
Why do companies outsource to South Africa?
South Africa continues to be a highly economical choice for BPO (Business Process Outsourcing), boasting lower saturation compared to alternative outsourcing locations. Moreover, South African call centers are favored by North American and European companies due to the pleasant accents and well-educated agents they provide.
How big is the call center industry in South Africa?
South Africa has long been a destination for European companies looking to outsource their customer service needs. As American and Canadian businesses look for more cost-effective options, the country has seen a rapid growth of their BPO industry. In fact, South African call centers account for nearly $2 billion in revenue and employ more than 270,000 citizens.
Where are most call centers located in South Africa?
Cape Town, Johannesburg and Durban undoubtedly take the lead as the most renowned and well-established markets, providing outstanding business infrastructure and pools of highly skilled and English-proficient talent. Meanwhile, Port Elizabeth is emerging as a fast-growing player in the BPO market.
How much does a call center seat cost in South Africa?
Call centers in South Africa have a nearly 50% cost savings when compared to more traditional, domestic options. On top of lower rates, the country boasts agents with high English proficiency and low attrition rates, making South Africa a well-balanced option.
Major Outsourcing Cities in South Africa
| City | Current Local Time | Flight Times | ||
|---|---|---|---|---|
| San Francisco | Chicago | New York | ||
| Johannesburg | 21h 35m | 17h 53m | 16h 27m | |
| Cape Town | 20h 59m | 17h 28m | 16h 06m | |
| Durban | 22h 09m | 18h 27m | 17h 02m | |
Industry Experience
Our South African outsource call centers have direct experience in the following industries:
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