South Africa Outperforms Competitors in BPO Services

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South Africa has emerged as one of the top ranked emerging markets for Global Business Services (GBS), also known as Business Process Outsourcing (BPO).

This is according to the latest results from the GBS World Competitiveness Index, which ranks and ranks the best countries in four regions of the world in terms of certain categories of GBS / BPO services.

Customer experience (CX) and back office outsourcing and offshoring were the targeted categories, with a total of 360 interviews conducted with global business leaders from organizations that outsource and offshor services.

Executives were asked to rank and rate each country they outsource to, including service level delivery in various key business process areas. In addition, an analysis was conducted on talent pools, skills development initiatives, enabling infrastructure, multilingual capabilities, labor costs, specialized enterprise processing services and capabilities. CX of each country.

Overall, the index found that emerging offshore locations in Africa, Asia, Latin America and Eastern Europe rank well in the GBS Global Competitiveness Index.

South Africa, Egypt, India and the Philippines are among the top rankings in the five key CX and back office categories namely customer lifecycle management, back office, data management, customer support administration and digital contact center channel services.

The southern African country also took the top spot in the world for customer lifecycle services, with a score of 6.60, followed closely by the Philippines (6.32) and Egypt (5.95 ).

The results note that SA’s ranking is not surprising, as the country recently claimed first place as the most favored offshore location for call centers in the world, based on the Front omnibus survey. Office BPO 2021.

After three consecutive years in second place, SA beat fierce competition like India, Philippines, Malaysia, Poland, Egypt and Northern Ireland to win the top prize for the first time.

The annual Front Office BPO Omnibus survey, by a global company Ryan Strategic Consulting, was conducted with 628 decision-makers in corporate contact centers in the on-demand markets of Australia, Canada, France, Germany, Italy, Spain, United Kingdom United and United States.

When it comes to the back office services category of the index, India took the lead with a score of 5.90, followed closely by the Philippines (5.73) and South Africa ( 5.24).

When it comes to the countries that came out on top in terms of customer support administration services, Malaysia (6.23) was ranked as the top worldwide delivery location, along with SA (6.10) and Philippines (5.98) taking second and third places respectively. All regions performed fairly evenly for customer support administration services. Central and Latin America (CALA) and Africa have two countries each in the top 10, including Mexico (5.74) and Jamaica (5.64), and South Africa (6.10) and Egypt (5.73).

In addition, there is the emergence of digital contact center channel services in Africa, which, according to the index, is driven by the continent’s growth in digital skills and bilingual capabilities in European languages, by especially in English and French.

Egypt has the highest ranking with a score of 6.27, while South Africa (6.04), Morocco (5.34), Kenya (5.04) and Rwanda (4 , 47) performed well in this category. Kenya, Mauritius and Rwanda have been ranked among the most competent African countries, he says.

“More than 70% of business executives and buyers polled for the survey and the index indicated that they plan to diversify geographic distribution in 2022 to maintain and maintain business continuity. This includes outsourcing to more emerging offshore and near-shore sites in Africa, Eastern Europe and CALA, and the establishment of smaller satellite business distribution centers and outsourced centers with service providers. local services in each region.


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