South African BPO Market, 2017

A Global Perspective on What Companies Need to Know to Survive in a Digital World

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Digital transformation is a journey, but one that companies need to embark on if they are to survive not just the onslaught of traditional competition, but new market entrants. It is also a necessary component in keeping pace with the rapidly changing consumer base.
South Africa’s customer service delivery is predominantly dominated by the BPO market, specifically contact centers. The BPO sector contributes ZAR50 billion to towards the national GDP and employed 222,500 people in 2016. The domestic BPO market represents 85.4% of the market, and is the backbone for the development and expansion of the offshore BPO market.

Research Scope

The global technology trends that will be shaping the BPO market in South Africa are automation, data analytics, Internet of Things (IoT) Artificial Intelligence (AI). The focus of this research is to understand the global technological changes that will be affecting the way service is delivered to customers. The study will focus on understanding the South African BPO market landscape, the changes in the BPO ecosystem as a result of innovative technologies, the key trends shaping customer experience management, and the growth opportunities and Companies to Action (C2A).

Research Highlights

While there are too many developing technology components to delve into in this insight, the following areas should be on the radar of any company starting on the digital transformation path.

•    Emergence of the Internet of Things (IoT): Companies need to investigate the impact that device
     connectivity, cloud computing, and advanced analytics can have on changing the customer 
     experience.
•    Security: Companies need to keep abreast and plan for the ongoing security threats to digital
     assets.
•    Big Data: Big Data is moving beyond the realms of data projects and into enriching what
     companies know about customers.
•    Advanced Analytics: Companies are well advised to investigate how to make use of advancements
     in analytics. Understanding customer wants, needs, and behaviors and predicting outcomes is key
     to owning the customer experience. Areas to investigate include advancements in AI, machine
     learning, and speech and text analytics.
•    Virtual Assistants, Intelligent Personal Assistants, and Robotic Process Automation: Customers
     prefer to self-serve before contacting a business. Embellishing self-service options from the
     growing ranks of digital personal assistants can help differentiate and transform customer
     interaction.
•    Mobility: Companies need to meet customers where they live and that is on mobile devices.
     Extending business access to the device of choice for the consumer is key to changing the
     customer experience and cementing brand loyalty.

Table of Contents

South African BPO Market, 2017Executive SummaryKey FindingsKey Findings (continued)Key Findings (continued)Market OverviewResearch ScopeEcosystemDefinitionsDefinitions (continued)Digital Transformation and Customer Care—A Global PerspectiveKey Trends Shaping Customer Experience ManagementDigital Transformation and Customer CareDigital Transformation and Customer Care (continued)Digital Transformation and Customer Care (continued)The Digital ConnectionTransformation of the Customer Experience at the TopNew Business Models InnovationsTop Predictions for the Contact Centre Systems MarketOverview of the South African BPO MarketSouth African Market OverviewDigital Intelligence Landscape in South AfricaOverview of the Offshore Services Value ChainBPO Market OverviewBPO Market Overview (continued)Domestic Market Growth RateGrowth in the BPO MarketBPO Market OverviewSouth African Services Strengths Relative to Competitor MarketsSouth Africa’s Attractiveness for BPOSouth Africa the ‘Go-to’ Destination for Offshore BPOTechnology Used in South AfricaNew Business Model—From Omni-channel to AutomationChange in the BPO EcosystemValue to ConsumersThe Client—A New Era of BPO Value CreationThe Digitally Armed ConsumerMillennials—Consumers of the Future Consumer Behaviour—Voice of Customer FeedbackRole of Outsourcers—Creating Value Beyond Contact Centre SeatsGrowth Opportunities and Companies to ActionGrowth Opportunity 1: Omni-channel Customer ExperienceGrowth Opportunity 2: Customer Experience AnalyticsGrowth Opportunity 3: Big Data and Analytics/Machine LearningGrowth Opportunity 4: Social Media MonitoringGrowth Opportunity 5: Social Customer Engagement Growth Opportunity 6: Agent Desktop/Agent EmpowermentGrowth Opportunity 7: Catering to the New WorkforceGrowth Opportunity 8: Automation via Artificial Intelligence (AI)Growth Opportunity 9: Virtual Agent/Advisor Growth Opportunity 10: Live ChatGrowth Opportunity 11: IoT—Supporting Immersive Experiences Strategic Imperatives for BPO Service ProvidersThe Last WordThe Last WordLegal DisclaimerAppendixTshwane BPO Park Coega BPO Park in Eastern CapeDube TradeZone in KwaZulu-NatalThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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