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Introduction

In recent years, CRM outsourcing vendors providing services from South Africa have successfully targeted UK enterprises. This report looks at South Africa’s advantages as a contact center location for the UK and the challenges to using the country.

Highlights

  • Ovum estimates that two-thirds of South Africa's contact center workstations serve the UK market. From a cost perspective, South Africa has an advantage over UK onshore delivery.
  • Vendors selling into the UK should highlight the quality aspects of South Africa as a contact center delivery site, as well as its cost advantages.
  • The ongoing energy crisis is a major issue for South Africa. Rolling blackouts have impacted costs and productivity.

Features and Benefits

  • Assesses both the advantages and the challenges of using South Africa as a contact center delivery location for UK customers.
  • Provides recommendations for CRM outsourcing vendors looking to set up in the country.

Key questions answered

  • What attributes are UK enterprises looking for in a South African contact center agent?
  • How strong are the cultural links between the UK and South Africa?
  • What impact will the ongoing energy crisis in South Africa have on the delivery of contact center services?

Table of contents

Summary

  • Introduction
  • Download 1: Using South Africa as a Contact Center Delivery Location for UK Customers
  • Methodology
  • Further reading

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