South Africa’s Business Process Outsourcing (BPO) industry continues to grow from strength to strength, attracting investment and creating new jobs especially in the 18 to 35 age group, where job creation for young people is most needed.
“The majority of foreign investment in the sector originates from the United Kingdom (75%), with voice services accounting for 80% of all BPO work conducted in South Africa,” said Andrew van Niekerk, a director of Teleforge Communications, a specialised call centre solutions provider.
The South African vertical split among sectors serviced is looking increasingly robust and is spread over the following verticals: Telco and ICT (34%); Retail (29%); and Utilities (12%).
One of the major selling points of BPO – and call centres – in SA is that when it comes to SA call centres, most people think they are dealing with English companies due to the high calibre of English.
While 2011 census figures show that English is the mother tongue of less than 5 million South Africans – placing it in number four spot behind Zulu, Xhosa and Afrikaans- about half the estimated 53-million people in SA have a workable knowledge of the language.
Van Niekerk said the government views BPO and the call centre market as a pivotal job creator – especially going forward – and is actively involved in its promotion.
Currently, the government extends grants of as much as R88 000 for each new call centre created and maintained – with R88 000 been paid out for a three year period.