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South Africa 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 South Africa

South Africa is known around the world as a top destination for outsourced business processes. With its large, well-educated workforce and its focus on customer experience, the country was ranked first as the most favored offshore CX delivery location. Because of this, hundreds of US companies and global giants have leveraged South Africa’s potential and set up shop for their customer service operations.

Why do companies outsource call center operations to South Africa?

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

Country

  • Reliable & stable government system without political unrest
  • Excellent quality of life; cost of comfortable living is low
  • Comfortable 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 South Africa

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

Statistics about South Africa

Population

58.5 million

Youth Unemployment Rate (ages 15-34)

28.5% unemployment, 71% of unemployed are youth

GDP

$360 billion USD

Working Age Population (15-64)

37.7 million

Business Language(s)

English

Call Center Industry Growth Rate

Expected CAGR of 13.2% from 2020-2027

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 their call centers to South Africa because of the high rate of exceptional English-speaking agents, amazing business incentives, and solid, supporting infrastructure. The country's BPO industry continues to see a 22% growth rate year over year.
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 inbound and outbound 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 from BPO services 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, US 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, call centers here 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 support stable growth of the outsourcing industry with ease.