The Inner Circle Guide to South African Contact Centres provides a comprehensive, research-driven examination of the country’s customer contact industry.

 

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse – it covers:

Market Structure & Industry Overview

  • Size and composition of the South African contact centre sector
  • Breakdown of in-house vs. outsourced/BPO operations
  • Growth patterns, headcount changes and industry confidence levels

Customer Experience (CX) Strategy

  • Key drivers influencing CX priorities
  • Internal organisational support for CX
  • How leadership measures CX success
  • Current/target CX performance benchmarks

Channel Management & Digital Engagement

  • Use of inbound channels: voice, email, chat, messaging, social media
  • Expected changes in customer channel usage
  • Investments in digital service capability
  • Adoption of self-service tools and escalation patterns

Technology Landscape

  • Current and planned technology across contact centres
  • AI applications and future AI strategies
  • Cloud migration levels and benefits
  • PCI compliance methods and security practices

Operational Benchmarking

  • Core performance metrics: speed, abandonment, FCR, call durations
  • Cost metrics and performance efficiency
  • Agent activity patterns

Human Resources & Workforce Trends

  • Attrition, absence and remote-working patterns
  • Salary benchmarks across roles
  • Impact sourcing and agent skills development

Future Outlook

  • Industry maturity trajectory
  • Emerging opportunities and long-term evolution of the SA contact centre sector

 

 

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