Business Process Outsourcing in South Africa

business process outsourcing in south africa

Organisations are constantly seeking fresh opportunities and strategies to maintain a competitive edge.

One emerging opportunity that has gained significant momentum is the practice of Business Process Outsourcing (BPO) to South Africa.

The BPO market in South Africa offers numerous advantages that make it an attractive option for businesses.

In this article, we’ll discuss why the South African BPO market has become a viable option for businesses, and why more companies are following the trend.

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The Rise of BPO in South Africa

business process outsourcing south africa

Over the past few years, South Africa has emerged as an increasingly attractive destination for business process outsourcing, ranking second in the world for BPO.

With its cost-effectiveness, proficient workforce, and well-developed infrastructure, South Africa’s BPO sector has grown to contribute approximately 9% or $461 million to the country’s national annual GDP.

South African BPO providers primarily market their services to countries where English is the official language. This includes the UK, US, Canada, Australia, New Zealand and Ireland.

The South African government has played a crucial role in supporting the growth of the BPO sector, investing significant resources to boost full-time employees (FTEs) servicing international markets.

With a projected growth rate of around 8.6% per annum over the next five years, in line with global growth rates in the traditional BPO space, the potential for further growth in the industry is immense.

BPO providers in South Africa are leveraging operational enhancements and continued governmental backing to sustain and increase their steady growth rate.

Advantages of Outsourcing to South Africa

Places such as Durban in South Africa provide attractive business process outsourcing options

Outsourcing to South Africa offers numerous benefits for companies seeking traditional BPO services.

In the following subsections, we will delve deeper into these advantages, exploring the cost savings and efficiency, skilled workforce, and infrastructure and connectivity that South Africa’s BPO industry provides.

Cost Savings and Efficiency

Outsourcing to South Africa can yield significant cost savings for companies. Estimates suggest that our global clients save approximately 50-60% outsourcing contact centre operations, and as much as 90% for IT services such as tech support.

The exact cost savings may vary depending on the industry and type of service being outsourced.

In comparison to the global average, South African BPO providers offer a significant cost advantage. This is due to the lower cost of labour in South Africa, as well as improved economies of scale.

These cost savings, coupled with the high-quality services provided by South African BPO companies, make the country an attractive destination for businesses looking to outsource their processes.

This combination of cost savings and efficiency makes South Africa an appealing choice for companies seeking to optimise their business processes.

Skilled Workforce

A skilled workforce is a key component of any successful BPO operation. South Africa still boasts a large pool of qualified personnel, with a plentiful workforce that offers a diverse range of skills and expertise.

Moreover, the country’s comprehensible neutral English accents make it an attractive destination for English-speaking countries seeking BPO services.

Companies outsourcing to South Africa can benefit from this skilled workforce, enabling them to enhance the quality and efficiency of their operations.

Infrastructure and Connectivity

South Africa boasts a highly developed infrastructure, comprising transportation, communication, energy, and water systems.

This well-developed infrastructure provides a reliable and efficient platform for businesses to outsource their processes in comparison to other BPO hotspots such as India and the Philippines.

For instance, South Africa’s sophisticated transportation system grants easy access to major cities within the country such as Durban, Johannesburg and Cape Town.

From a connectivity standpoint, it’s worth noting that South Africa is geographically closer to Europe and the United States which would result in more manageable travel times if needed.

This all provides South Africa with numerous advantages that make it an attractive destination for businesses seeking to outsource their processes.

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Market Trends and Opportunities

south african bpo market

As the BPO market in South Africa continues to grow, new trends and opportunities are emerging, driven by factors such as the remote work revolution and increasing demand for specialised services.

In the following subsections, we will explore these trends and the opportunities they present for both local and international companies seeking to benefit from South Africa’s BPO services.


Remote Work Revolution

outsourcing south africa

The remote work revolution has had a positive effect on the BPO market in South Africa.

In an increasing trend of companies allowing their employees to work from home or other remote locations, organisations have become more than ever open to outsourcing their processes and taking advantage of South Africa’s cost-effective services.

This shift has led to alterations in the design and management of offices, as well as new opportunities for employers to access talent and skills.

In the BPO sector, South African contact centres swiftly adapted to more sophisticated remote working models.

South African BPO providers have capitalised on this trend by developing the capacity to swiftly deploy and activate operational teams in emergency situations.

As such, the remote work revolution has improved opportunities for companies looking to outsource their processes while maintaining a strong relationship with their customers.

This adaptability can further enhance South Africa’s position as an attractive destination for BPO services.

Specialised BPO Services

south africa call center

South Africa offers a range of specialised services for business process outsourcing, such as contact centre operations, back office processing, and market research.

The country’s qualified labour force, advantageous time zones, and high levels of empathy make it a popular destination for companies seeking niche BPO services.

Specialisation allows businesses to focus on their core competencies while outsourcing specific processes to experienced providers.

By offering specialised services, South African BPO providers differentiate themselves from competitors and cater to the unique needs of their clients.

This can lead to higher customer satisfaction, increased market share, and more sustainable growth in the BPO industry.

As the demand for specialised services continues to rise, South African BPO providers are capitalising on this trend and further expanding their market presence.

International Clients Utilising BPO in South Africa

outsourcing center south africa

Several global clients have utilised our BPO service offering in South Africa, and have achieved great success.

These success stories serve as an inspiration for other organisations looking to incorporate business process outsourcing within their business and tap into the growing market potential in South Africa.

By adopting innovative strategies, investing in technology, and focusing on customer satisfaction, leading companies such as Consumer Links have demonstrated that South Africa’s BPO industry is ripe with opportunity.

Below are some of the well known companies that we have had the pleasure of partnering with as an outsourcing partner.

Avenue Logo
Arcadia Logo
City Chic Collective Logo

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Business Process Outsourcing South Africa - Summary

In conclusion, South Africa’s rapidly growing BPO industry presents numerous advantages, opportunities, and challenges for both local and international companies.

By capitalising on the cost savings, skilled workforce, and reliable infrastructure offered by the country, businesses can optimise their processes and gain a competitive edge in the global market.

However, South African BPO providers must also navigate the challenges of competition and market saturation, data security and compliance, and talent retention and development in order to remain successful.

As the industry continues to evolve, South Africa’s BPO landscape will undoubtedly offer exciting possibilities for companies seeking to innovate and grow in this dynamic market.

Consumer Links - Outsourced Global Business Services

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We’re recognised as one of the top BPO companies in South Africa.

An experienced provider of outsourcing solutions for organisations of all sizes, whether that be small business owners, medium businesses or international brands.

We provide a comprehensive suite of global BPO services and solutions that can be tailored to meet the unique needs of any organisation.

By leveraging our expertise, you gain access to high-quality services delivered by a team of experienced professionals.

Our service offering is extensive, and we can provide you with a wide range of outsourcing solutions.

Contact centre services

Back-office support services


Contact us today and start taking advantage of the many benefits that come with outsourcing business services in South Africa.

Frequently Asked Questions

South Africa is an ideal destination for BPOs as it offers a skilled, cost-effective workforce, favourable time zones and exceptional customer service.

Its talented remote employees, neutral accents and high empathy levels make South Africa a preferred outsourcing partner for businesses around the world.

This combination makes it an attractive destination for best-in-class outsourced business services.

Business Process Outsourcing (BPO) is the practice of contracting external services to manage specific business processes.

By outsourcing business functions, companies are able to reduce costs and increase efficiency by delegating a range of administrative tasks.

BPO can be used to outsource a variety of tasks, such as customer service, accounting, payroll, and data entry. Companies can also use BPO to outsource more complex tasks.

An example of business process outsourcing would be a recruitment company outsourcing parts of their call centre functions to an external provider.

This could be services such as candidate vetting.

This allows the company to focus on core tasks and operations while entrusting the call centre operations to a reliable partner.

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