Social distancing and restricted movement may define business in 2020, but for some industries, the Covid-19 pandemic has created enhanced channels of contact and a more streamlined, automated environment. This could be the year that Business Process Outsourcing (BPO) – and the contact centre specifically – dominates corporate strategy. The contact centre has changed. It has evolved from being what experts describe as a ‘predominantly PABX call centre’ to a cloud-based resource, featuring more skills and more bandwidth, giving it the capacity to meet increasing local and international needs.

South Africa has emerged as a stronghold for contact centre services. Market analysts agree that the country has improved its status as a prime location for outsourcing services for global organisations.