WHY SOUTH AFRICA.

Strong foundation in contact centers and niche areas

• Deep domain knowledge in financial services
• Global delivery expansion from contact centers to non-traditional areas such as legal and healthcare, game development, mass communication & broadcasting, and learning management

Skilled and young English-speaking workforce

• Fluent English-speaking talent with neutral accent and high empathy levels
• Cultural affinity with the UK, Australia, and increasingly, the US
• Availability of large, young, and trainable talent pool, with strong understanding of technology
• Availability of talent across multiple cities; additional talent pool via impact sourcing

Sizable regional and domestic market opportunity

• Gateway to the African continent
• Large domestic market with increasing demand across telecom, BFSI, and retail industries
• Growing demand for digital solutions such as mobile payment systems, big data, and analytics

Significant cost savings

• 60-70% lower costs than the UK and Australia, 25- 35% lower than leading CEE locations
• Incentives further reduce costs to bring them in the range of costs in the Philippines and India

Sophisticated infrastructure and enabling environment

• Availability of robust infrastructure and high quality of life
• Government support at national, regional, and sectoral levels to boost infrastructure and skill development
• Global contact center standards – ISO 18295 is based on South African standards. Multiple companies are POPI and GDPR compliant and have achieved ISO certifications

Strengthening ICT and digital capabilities

• One of the best ICT infrastructures in Africa
• Shift toward tech-enabled value addition to enhance customer experience: Evolving capabilities in omnichannel, customer analytics and next-generation solutions such as cloud, cybersecurity, AI, ML, and big data & analytics