Category: Industry News

South Africa’s BPO sector has enjoyed rapid growth, with a ~25% compound annual growth rate between 2015 and 2021, becoming a major global outsourcing and offshoring contender, particularly in the English voice-based sourcing markets. This is according to the South Africa National GBS Quantification & Investment Report 2021/22 published by Business

Outworx has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. With over 1500 employees, Outworx has operational delivery centres in both Durban and Cape Town, South Africa. As a centre of excellence, Outworx provides an innovative, professional Business Process Outsourcing

A Western Cape business outsourcing specialist has won a national award for its commitment to creating meaningful job prospects and opportunities in disadvantaged communities. Sigma Connected South Africa, which offers customer contact services in multiple sectors, has won the Jobs Creation Award as part of country’s respected Top Empowerment

Outcess Solutions has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. Outcess Solutions offer an integrated set of digital solutions to help organizations create engaging customer experiences and achieve superior customer retention and growth results.  As a leading

The customer experience (CX) industry analyst

Peter Ryan

is a good friend of mine. I’m really hoping that his

CX Outsourcers

event can take place in Las Vegas later this year because it has already been delayed a couple of times by the Covid-19 pandemic. Peter is well respected across the world and was
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As I mentioned in my recent article, the entire Business Process Outsourcing (BPO) sector has been forced to change the way they operate and also how they address the market because of the Covid-19 pandemic. Operations have largely moved to a work-from-home (WFH) delivery model, but I have seen many companies in the sector grappling with the idea that they

The Business Process Outsourcing (BPO) industry was affected and changed profoundly by the Covid-19 pandemic over the past year. Not only did it suddenly become unviable to continue using vast contact centers all over the world, but many governments declared that BPO was an essential industry that had to continue at all costs. If the contact centers had

Merchants has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. With over 5000 employees Merchants is based in Johannesburg, Durban and Cape Town. Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. Merchants believe

Kura has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. With over 2,500 employees Kura is based in Durban, South Africa and in the UK. Kura is the UK’s Largest Independent Outsourcer. Kura provides award-winning outsourced (and insourced) contact centre service from UK

Genesys has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. Genesys is based in Johannesburg, South Africa and have over 5,000 employees. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the

Unpacking the implications and opportunities that digital tech and AI bring to South Africa’s BPO Industry As digital and AI customer service channels become more sophisticated and widely used and accepted in contact centers, questions increasingly arise around whether machines will replace the human contact center agent, and what the role of people will be

With 1 in 5 workers worldwide considering leaving their positions in 2022, the great resignation seems to be in full swing across the globe. Whichever way you want to spin the great resignation, as the ‘great reflection’ or ‘great transition,’ for example, it shouldn’t be denied that a monumental shift is taking place in the workplace. In the UK, we

Connect iQ has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. Connect iQ is based in Durban, South Africa, they are not just an expert quality and compliance service provider, they are also a specialist customer and agent INSIGHT service provider. Using a suite of

Capability BPO has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. With over 1.000 employees Capability BPO is based in South Africa, Albania, Romania, Netherlands and Suriname. Capability BPO™ is a proudly South African Global Business Process Outsourcing company,

Why South Africa is the ideal offshore location when outsourcing customer services The term 'outsourcing' entered the business lexicon in the second half of the 20th Century, as costs for transportation decreased and communication technologies became more affordable and commonplace in offices worldwide. Consequently, many businesses from the 1950s

Xceed has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Certified program. Reaching more than 25,000 employees, Xceed is a global provider of quality, multi-lingual Business Process Outsourcing (BPO) services. Since its inauguration in 2001, Xceed has been at the forefront of the

CallForce Outsourcing Specialists has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. They streamline, implement and manage sophisticated, industry-specific, omnichannel BPO solutions from South Africa to the Global market.   With over 1000 employees, their 3

We've been relying on technology to make customer service more frictionless over the last few decades and, in many ways, that has been achieved. However, as customer service evolves, so do customers' expectations. Increasingly hard-to-meet expectations are bad news for businesses because, no matter how advanced their technologies and processes become,