South Africa’s BPO Service Advantage : Becoming Strategic in the Global Marketplace

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. 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 - voice, complex BPO, ITO, KPO and LPO - 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, radiant.law, and an energy company. The book concludes with a discussion of challenges and lessons for business and South Africa Front Matter....Pages i-xxii The Global BPO Market: South Africa in Context....Pages 1-13 Country Attractiveness: International Comparisons....Pages 14-38 South Africa BPO: Performance and Prospects 2011–18....Pages 39-64 In Their Own Words....Pages 65-93 South Africa BPO Case Studies: An Overview....Pages 94-102 Case One: British Gas Selects WNS South Africa for Call Centre Services....Pages 103-108 Case Two: From Down Under to Over Yonder — iiNet and Merchants....Pages 109-114 Cases Three and Four: Launch Pads and Landing Strips — Full Circle Navigates Two Newcomers to South Africa’s BPO Industry....Pages 115-123 Case Five: TalkTalk and CCI Transform a Supplier into a Partner....Pages 124-140 Case Six: Radiant Law Rethinks Legal Services....Pages 141-155 Case Seven: The Value of South Africa’s Shared Service Centres....Pages 156-164 Lessons and Conclusions....Pages 165-182 Back Matter....Pages 183-211 Electronic book text. - Epublication based on: 9781137474049, 2015