The Inner Circle Guide to South African Contact Centres – summary and sign-up

The Inner Circle Guide to South African Contact Centres - summary and sign-up ContactBabel

For more than two decades, ContactBabel has been one of the world’s most respected contact centre and CX industry analyst firms. Since 2001, it has published hundreds of evidence-based reports drawn from primary research in the United States, the United Kingdom, mainland Europe, Australia and New Zealand. Working in partnership with BPESA, South Africa’s foremost advocate GBS & BPO sector, and SA contact centre expert Rod Jones, ContactBabel now brings this level of rigour and insight to the South African market.

The report will be launched in mid-November 2025 and will provide:

  • Insights from 100+ South African contact centres across all major sectors
  • Peer benchmarks on cost per interaction, salary ranges and performance metrics
  • Technology adoption patterns across 15+key solution areas, including AI and automation
  • ROI signals linked to speech analytics, digital channels, workforce solutions and other emerging tools
  • Forward views to 2030 that support long-term investment and growth strategy.

 

 

 

Download the 7-page PDF summary now from ICG South African Contact Centres – summary

To be informed when the full report is available, please email the report’s author, Steve Morrell at smorrell@contactbabel.com