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With new technologies changing how customers interact with products and services, and how businesses communicate with customers, contact centres need to evolve.

03 May 2024

Andrew Moore, GBS

When I visit the CCI Group’s Wynberg contact centre, I’m amazed at how quiet it is, and find myself speaking in hushed tones. CCI South Africa managing executive, Hinesh Patel, says that it’s usually a lot busier, and that I just happen to be here during a lull. The team we’re visiting deals with customers from a major United States low-cost airline, which means that their peak period is in the middle of the night. This isn’t uncommon. South Africa has recently emerged as a favoured destination and a strong performer in the global BPO space, with clients spread across the globe. The local BPO sector saw a 25% CAGR from 2015 to 2021, with growth expected to sit at 9.4% CAGR between 2023 and 2030.

To meet this demand, the Department of Trade, Industry and Competition has set targets to increase the number of people working in the industry from an estimated 270 000 in 2020 to 500 000 by 2030.

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