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This is with a rich diversity of industries being serviced by South African international GBS workers, ranging from telecommunications to financial services, utilities to education and retail.
According to Clinton Cohen, CEO of iContact BPO, the surge in international business enquiries and deals closed by iContact BPO in the first half of 2022 shows no signs of abating, and the niche BPO provider looks set for a record year.
iContact BPO is a South African-based BPO provider servicing predominantly international markets and is part of the Alefbet Holdings group, which owns numerous collections and customer service BPO providers.
Cohen says, “The CX and customer service segment has dominated the market enquiries and deals closed, and there is a distinct preference by United States and European organisations to outsource more of their customer service, technical support and back-office processes to South Africa — specifically to Cape Town’s BPO hub.”
Cohen adds, “Customer Experience (CX) and customer service are certainly the key demand, from experienced providers who bring together the best of people skills, empathy and English language proficiency backed up by next level data and analytics capabilities and multichannel service technologies and platforms.”
“It is very clear that businesses looking to outsource right now are looking for BPO partners that can help them build adaptive, responsive and resilient customer service models that safeguard and enhance CX as a differentiator,” says Cohen.
South Africa’s GBS market was ranked first as the Most Favored Offshore CX Delivery Location for 2021 in the annual Global Front Office BPO Omnibus Survey by Ryan Strategic Advisory. Additionally, the country received further recognition as a High-Performing Customer Lifecycle Management Offshore Location in the GBS World Competitiveness Index.
“Customer service BPOs dedicated to managing customer queries generated across email, chat, phones, social media platforms and other channels are in big demand,” adds Cohen.
“South Africa holds a number of advantages when it comes to customer service BPO services — value for money and quality of our people and skills are uppermost, a deep skills pool of talent allows for rapid scale as and when needed,” says Cohen. “This is followed by established and enabling communications infrastructure, service platform diversity, technical and IT skills and well-established hybrid working models.”
Cohen adds, “South Africa is steadily advancing in international service delivery to some of the largest global multinationals including Amazon, Microsoft, Google, Groupon, Auto General, British Gas, Foxtel, IBM, Lufthansa, T-Mobile, Virgin Atlantic and Volkswagen.”
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