Analysis of the South African Contact Centre Market

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

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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

1. Executive Summary
Market Engineering Measurements
CEO’s Perspective
2. Market Overview
Research Scope
Service Provider Scope
Market Definitions
3. 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
4. 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
5. 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
6. 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
7. 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
8. 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
9. 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
10. Technology Providers
Overview of the Market
Contact Centre in the Cloud from the Technology Providers Perspective
Migration from Voice to Non-voice Services
11. The Last Word
Predictions
Recommendations
Legal Disclaimer
12. Appendix
Market Engineering Methodology
Market Engineering Measurements
Market Definitions—Abbreviations
Additional Sources of Information on Contact Centres
Partial List of Companies Interviewed


List of Figures & Charts

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



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