Analysis of the South African Contact Centre Market

Analysis of the South African Contact Centre Market

The Growing Opportunity for Business Process Outsourcing (BPO) Providers in South Africa's Contact Centre Market

RELEASE DATE
29-Jul-2015
REGION
Africa
Research Code: MAC4-01-00-00-00
SKU: IT00663-AF-MR_01836

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$4,950.00

$3,712.50 save 25 %

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Description

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.

Table of Contents

Market Engineering Measurements

CEO’s Perspective

Research Scope

Service Provider Scope

Market Definitions

Geographical Delivery Location Perspective

South African BPO Landscape

Contact Centre—Market Overview

Contact Centre—Domestic Market Overview

Contact Centre Value Proposition for South Africa

Trends in the South African Contact Centre Sector

Trends in the South African BPO Market

Total Contact Centre Market: Key Market Drivers, South Africa, 2015–2019

Total Contact Centre Market: Key Market Restraints, South Africa, 2015–2019

Total Contact Centre Market—Agents Forecast Including Captive

Total Contact Centre Market—Agents and Revenue Forecast including Captive

Total Contact Centre Market—Per cent Revenue by Verticals

Annual Attrition Rate

Breakdown of Agents by Provinces Including Captive Sector

Total Contact Centre Market: Competitive Structure, South Africa, 2014

Total Contact Centre Market: SWOT Analysis, South Africa, 2014

The DTI Incentive Scheme

The Application of Analytics to Contact Centres

Contact Centre in the Cloud

Migration from Voice to Non-voice Services

Moving Up or Down the Value Chain

Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014

Domestic Outsource Segment—Agents Forecast

Domestic Outsource Segment: Competitive Structure, South Africa, 2014

Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014

International Offshore Segment—Agents Forecast

International Offshore Segment—Per cent Revenue by Verticals

Market Share by Seat Numbers

International Offshore Segment: Competitive Structure, South Africa, 2014

Overview of the Market

Contact Centre in the Cloud from the Technology Providers Perspective

Migration from Voice to Non-voice Services

Predictions

Recommendations

Legal Disclaimer

Market Engineering Methodology

Market Engineering Measurements

Market Definitions—Abbreviations

Additional Sources of Information on Contact Centres

Partial List of Companies Interviewed

List of Figures
  • 1. Research Scope
  • 2. Service Provider Scope
  • 3. Geographical Delivery Location Perspective
  • 4. Total Contact Centre Market: Value Proposition, South Africa, 2014
  • 5. Total Contact Centre Market: Trend Analysis, South Africa,2014
  • 6. South African Domestic Companies Outsourcing to Other Countries
  • 7. South African Domestic Companies Outsourcing to Other International Countries
  • 8. Total Contact Centre Market: Key Market Drivers, South Africa, 2015–2019
  • 9. Total Contact Centre Market: Key Market Restraints, South Africa, 2015–2019
  • 10. Total Contact Centre Market: Competitive Structure, South Africa, 2014
  • 11. Total Contact Centre Market: SWOT Analysis, South Africa, 2014
  • 12. The DTI Incentive Scheme - Upgrade of BBBEE Status, South Africa
  • 13. Total Contact Centre Market: Usefulness of Analytics in the Contact Centre Landscape, South Africa, 2014
  • 14. Total Contact Centre Market: Application of Analytics, South Africa, 2014
  • 15. Total Contact Centre Market: Advantages of the Use of the Omnichannel Model, South Africa, 2014
  • 16. Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014
  • 17. Domestic Outsource Segment: Competitive Structure, South Africa, 2014
  • 18. Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014
  • 19. International Offshore Segment: Competitive Structure, South Africa, 2014
List of Charts
  • 1. South African BPO Landscape
  • 2. Total Contact Centre Market: Agents Forecast, South Africa, 2011–2019 Agents CAGR, 2014–2019
  • 3. Total Contact Centre Market: Agents and Revenue Forecast, South Africa, 2011–2019 Revenue CAGR 2014–2019
  • 4. Total Contact Centre Market: Per cent Revenue Breakdown by Verticals, South Africa, 2013–2014
  • 5. Total Contact Centre Market: Annual Attrition Rates, South Africa, 2013–2014
  • 6. Total Contact Centre Market: Breakdown of International vs. Domestic Agents by Province, South Africa, 2014
  • 7. Domestic Outsource Segment: Agents Forecast, South Africa, 2011–2019 Agents CAGR, 2014–2019
  • 8. International Offshore Segment: Agents Forecast, South Africa, 2011–2019 Agents CAGR, 2014–2019
  • 9. International Offshore Segment: Per cent Revenue Breakdown by Verticals, South Africa, 2013–2014
  • 10. International Offshore Segment: Percentage Seat Breakdown, South Africa, 2014
Related Research
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.
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Table of Contents | Executive Summary~ || Market Engineering Measurements~ || CEO’s Perspective~ | Market Overview~ || Research Scope~ || Service Provider Scope~ || Market Definitions~ | Market Background~ || Geographical Delivery Location Perspective~ || South African BPO Landscape~ || Contact Centre—Market Overview~ || Contact Centre—Domestic Market Overview~ || Contact Centre Value Proposition for South Africa~ || Trends in the South African Contact Centre Sector~ || Trends in the South African BPO Market~ ||| South African Domestic Companies Outsourcing to Other Countries~ ||| South African Domestic Companies Outsourcing to Other International Countries~ | Drivers and Restraints—Total Contact Centre Market~ || Total Contact Centre Market: Key Market Drivers, South Africa, 2015–2019~ ||| South Africa is regarded as a quality offshore destination~ ||| The presence of major multi-national service providers presents a strong business case~ ||| South Africa offers an excellent combination of sales and service~ || Total Contact Centre Market: Key Market Restraints, South Africa, 2015–2019~ ||| New terms on the BPO incentive linked to BBBEE~ ||| Shortage of middle management and leadership skills~ ||| Changes in requirements and regulations for work visas~ | Forecasts and Trends—Total Contact Centre Market~ || Total Contact Centre Market—Agents Forecast Including Captive~ || Total Contact Centre Market—Agents and Revenue Forecast including Captive~ || Total Contact Centre Market—Per cent Revenue by Verticals~ || Annual Attrition Rate~ || Breakdown of Agents by Provinces Including Captive Sector~ | Market Share and Competitive Analysis— Total Contact Centre Market~ || Total Contact Centre Market: Competitive Structure, South Africa, 2014~ || Total Contact Centre Market: SWOT Analysis, South Africa, 2014~ | Contact Centre Trends~ || The DTI Incentive Scheme~ || The Application of Analytics to Contact Centres~ || Contact Centre in the Cloud~ || Migration from Voice to Non-voice Services~ || Moving Up or Down the Value Chain~ | Domestic Outsource Segment Analysis~ || Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014~ || Domestic Outsource Segment—Agents Forecast~ || Domestic Outsource Segment: Competitive Structure, South Africa, 2014~ || Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014~ | International Offshore Segment Analysis~ || International Offshore Segment—Agents Forecast~ || International Offshore Segment—Per cent Revenue by Verticals~ || Market Share by Seat Numbers~ || International Offshore Segment: Competitive Structure, South Africa, 2014~ | Technology Providers~ || Overview of the Market~ || Contact Centre in the Cloud from the Technology Providers Perspective~ || Migration from Voice to Non-voice Services~ | The Last Word~ || Predictions~ || Recommendations~ || Legal Disclaimer~ | Appendix~ || Market Engineering Methodology~ || Market Engineering Measurements~ || Market Definitions—Abbreviations~ || Additional Sources of Information on Contact Centres~ || Partial List of Companies Interviewed~
List of Charts and Figures 1. Research Scope~ 2. Service Provider Scope~ 3. Geographical Delivery Location Perspective~ 4. Total Contact Centre Market: Value Proposition, South Africa, 2014~ 5. Total Contact Centre Market: Trend Analysis, South Africa,2014~ 6. South African Domestic Companies Outsourcing to Other Countries~ 7. South African Domestic Companies Outsourcing to Other International Countries~ 8. Total Contact Centre Market: Key Market Drivers, South Africa, 2015–2019~ 9. Total Contact Centre Market: Key Market Restraints, South Africa, 2015–2019~ 10. Total Contact Centre Market: Competitive Structure, South Africa, 2014~ 11. Total Contact Centre Market: SWOT Analysis, South Africa, 2014~ 12. The DTI Incentive Scheme - Upgrade of BBBEE Status, South Africa~ 13. Total Contact Centre Market: Usefulness of Analytics in the Contact Centre Landscape, South Africa, 2014~ 14. Total Contact Centre Market: Application of Analytics, South Africa, 2014~ 15. Total Contact Centre Market: Advantages of the Use of the Omnichannel Model, South Africa, 2014~ 16. Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014~ 17. Domestic Outsource Segment: Competitive Structure, South Africa, 2014~ 18. Total Contact Centre Market: Contact Centre Landscape, South Africa, 2014~ 19. International Offshore Segment: Competitive Structure, South Africa, 2014~| 1. South African BPO Landscape~ 2. Total Contact Centre Market: Agents Forecast, South Africa, 2011–2019 Agents CAGR, 2014–2019~ 3. Total Contact Centre Market: Agents and Revenue Forecast, South Africa, 2011–2019 Revenue CAGR 2014–2019~ 4. Total Contact Centre Market: Per cent Revenue Breakdown by Verticals, South Africa, 2013–2014~ 5. Total Contact Centre Market: Annual Attrition Rates, South Africa, 2013–2014~ 6. Total Contact Centre Market: Breakdown of International vs. Domestic Agents by Province, South Africa, 2014~ 7. Domestic Outsource Segment: Agents Forecast, South Africa, 2011–2019 Agents CAGR, 2014–2019~ 8. International Offshore Segment: Agents Forecast, South Africa, 2011–2019 Agents CAGR, 2014–2019~ 9. International Offshore Segment: Per cent Revenue Breakdown by Verticals, South Africa, 2013–2014~ 10. International Offshore Segment: Percentage Seat Breakdown, South Africa, 2014~
Author Pieter Nel
Industries Information Technology
WIP Number MAC4-01-00-00-00
Is Prebook No