South Africa: The CX Destination of Choice

With South Africa being named the Most Favoured Offshore Delivery Point by the 2022 Ryan Strategic Advisory Front Office CX Omnibus Survey, alongside India for the second year in a row, South Africa continues to reaffirm the delivery of high quality CX services that are recognised on the international stage.

How exactly does this African nation keep pushing the boundaries of CX delivery?

  1. Understanding ever-changing expectations of customers
    The number of internet users has doubled from 2.27 to 4.95 billion in the last 10 years*. 
As the level of digital adoption increases, so do customer expectations. 

    A contact centre must cater for this, and we know it cannot do so effectively without understanding consumers’ current experiences and expectations.

    SA’s CX experts stay on top of customers’ everchanging needs and demands. It’s dynamic CX environment allows the country to recognise and adapt to these changing demands, so it does not impact the quality of CX we deliver. This gives brands a top CX service delivery destination that your business can consistently rely on.

  2. Understanding challenges

    In an everchanging, digitally inclined society, factors such as the increasing number of communication channels and changing customer demands are forcing contact centres to adopt a flexible strategy that prioritises these changes. 

    South African service providers understand this, which is why we always think about how to solve common CX challenges, such as:

    • Being reachable on all your customers’ preferred channel of communication
    • Providing effective support to complex queries when customers need it
    • Keeping low response time on all channels
    • Optimising quality consistently

  3. Expertise

    South Africa is an industry leader in contact centre operational standards and has a strong talent pool. With readily accessible talent and an experienced workforce with high EQ, excellent written and conversational skills, as well as a cultural affinity with the UK, US, and Australia, some of the few other key factors that make South Africa experts at CX include:

    • Offer superior digital CX and EX 
    • Resilient infrastructure
    • Reliable local BPO/GBS community 
    • Strong foundation in large-scale contact centres 
    • Specialised niche-type operations 
    • Regional and domestic market growth opportunities

  4. Cost
    South Africa offers both local and global brands competitive prices for customer experience solutions which could save businesses looking to outsource to South Africa significantly on their bottom line.


    With over 2 500 contact centres operating at an international standard, it becomes extremely clear why South Africa keeps winning in the business of offshore CX delivery services.
    It is most certainly a winning combination.

*DataReportal

Share this post

Share on facebook
Share on twitter
Share on linkedin
Share on pinterest
Share on print
Share on email

OUR GLOBAL PRESENCE

We service and support businesses all over the globe by understanding the geographic requirements and local challenges to successfully co-create, implement and manage BPO solutions specific to your business needs.

asia

Are you looking for a large, tech-savvy English-speaking talent pool?

AUSTRALIA

Are you looking for a culturally aligned location for your contact centre at competitive rates?

south africa

Are you looking to optimise your customer engagement using innovative omnichannel solutions?


UNITED KINGDOM

Are you looking for an outsourcing partner that can provide a culturally aligned, agile solution?



USA

Are you looking for a cost effective, professional solution to deliver an enhanced customer experience?



ARE YOU READY TO PARTNER WITH US?

If you’re looking for a customised, outsourced BPO solution that gives you the competitive edge, we would welcome the opportunity to set up time to define your requirement, support the development and execution of your business strategy and discuss how we can bring the future of outsourced BPO solutions that drive growth, profitability and efficiency. 

Home

Sub menu text goes here

about

Sub menu text goes here

our work

Sub menu text goes here