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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
29-Jul-2015
REGION
Africa
Africa
Research Code: MAC4-01-00-00-00
SKU: IT00663-AF-MR_01836
$4,950.00
Special Price $3,712.50 save 25 %
In stock
SKU
IT00663-AF-MR_01836
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
Popular Topics
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.
| No Index | No |
|---|---|
| Podcast | No |
| 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 |