South Africa’s BPO Service Advantage

South Africa’s BPO Service Advantage

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Since 2007, South Africa has been one of the world's upcoming Business Process Outsourcing (BPO) offshore destinations. This book is based on the authors' most recent research into high-performance BPO globally and new research streams specifically on South Africa. The results are divided into three sub-studies. The first study of country comparison shows South Africa, with centres and offerings in Cape Town, Durban, and Johannesburg, to be a cost-competitive, highly attractive destination in specific segments a€“ voice, complex BPO, ITO, KPO and LPO a€“ especially to UK and English-speaking geographies with cultural affinities. The second study reviews research on South Africa and interviews of clients regarding their captive, partnering, and outsourcing experiences in South Africa. The third study examines seven cases in detail: British Gas, Amazon, iiNet, Capita, CCI,, and an energy company. The book concludes with a discussion of challenges and lessons for business and South Africa.The centre provides a range of phone, email, and live chat services, including inbound customer service for the US, UK, and German retail businesses, a€œhow toa€ assistance and other technical support for Amazona#39;s Kindle ereader, and support anbsp;...

Title:South Africa’s BPO Service Advantage
Author: Leslie P. Willcocks, Mary C. Lacity, Andrew Craig
Publisher:Palgrave Macmillan - 2015-02-12

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