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Cape Town Call Center Outsourcing

Save over 60% on costs by outsourcing your call center services to South Africa

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About the Call Center Industry in Cape Town

Cape Town, South Africa, has one of the fastest-growing BPO industries on the continent. With its call centers expanding rapidly, the city consistently ranks in the top 100 global outsourcing destinations. Rates for both attrition and absenteeism are significantly lower than the industry average, and the focus on customer experience is strong.
 
Boasting a large, cost-effective talent pipeline and proven track record, Cape Town is a top choice for companies to outsource their customer service operations.

Why do companies outsource call center operations to Cape Town?

Labor Pool

  • Large, eager, and skilled English-speaking talent pool
  • Competitive labor costs - at least 60% less than US, UK & Australia
  • Strong government support for international investments & job creation (grants)
  • Wide variety of inbound and outbound expertise, including in financial services, healthcare, and customer care

Business Climate

  • Solid 1st world business climate, FSS market & strong financial system
  • Natural cultural fit for US - great work ethic & empathy
  • English is first/native language
  • Strong human rights & labor laws to protect workers

Infrastructure

  • #1 outsource destination for English (rated by Global Outsourcing Association)
  • Best-in-class quality of service
  • Strong transportation infrastructure
  • High-speed fibre provides fast, affordable connectivity

City

  • Home to one of the top-rated universities in the world, the University of Cape Town
  • Excellent quality of life; cost of comfortable living is low
  • Ideal time zone - able to provide 24/7 customer support to US, Canada & Australia
  • No natural disasters (hurricanes, tornados, floods, volcanos, etc.)

Companies with Presence in Cape Town

AT&T
Citibank
Boeing Corporation
Kraft Foods
3M
Nike
Amazon
Dell Computer

Statistics about Cape Town

Population

433,688

Youth Unemployment Rate (ages 15-34)

32.6%

GDP

$78.7 billion USD

Working Age Population (15-64)

37.7 million in South Africa

Business Language(s)

English

Call Center Industry Growth Rate

Expected CAGR of 13.2% from 2020-2027 (South Africa)

Frequently Asked Questions

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How much does it cost to outsource a call center to South Africa?
South Africa provides access to many highly qualified, low-cost agents.  The average South African call agent will make approximately $10 to $12 an hour, less than the average US rate of $23 to $28 an hour.
Why do so many companies in the US outsource their support teams to South Africa?
Companies are choosing to outsource call centers to South Africa because of the high rate of exceptional English-speaking agents, amazing business incentives, and solid, supported infrastructure.
Where are most call centers in South Africa located?
The popular city of Cape Town houses the largest number of call centers in South Africa.  Other major cities such as Johannesburg are home to many outsourced contact centers.
What are the cost savings for the outsourcing call center from the U.S. to South Africa?
Many companies see their biggest savings in terms of labor costs. However, the cost savings are also seen in the support services for workers - like training, hiring, and recruiting. In a side by side comparison, U.S. companies typically save 20-30% on the services that are outsourced to South Africa. Although depending on needs, those savings can reach upward of 50%
What are the advantages of outsourcing call center services to South Africa?
South African call centers have been booming in recent years.  This is due largely in part to the reduction in costs, the rise of availability of the Internet, and the large pool of multilingual agents available in South Africa.  Because of the exceptional diversity in language that South Africa offers, all centers in South Africa can be an excellent choice for, applications that may require the use of multiple languages such as English, French, Spanish, Italian, German, or Asian languages.  

As the highest developed nation in the whole of Africa, it is an emerging market for business process outsourcing. A motivated South African government has created numerous tax and financial benefits to make bringing outsourcing to South Africa even easier and more appealing.  South African industry advancement is able to stably support the growing outsourcing industry with ease.