South Africa has a large availability of good quality English speaking talent with high empathy, cultural affinity, and niche domain skills, which have led to success in next generational service delivery.
Good quality, English-speaking talent
Availability of highly skilled, English-speaking talent pool with neutral accent and very high empathy levels
Additional talent pool through impact sourcing
Cultural affinity with UK, Australia, and, increasingly, the United States
Recognised domain knowledge in the banking and financial services sector
Availability of talent across multiple global delivery location options across the country
Significant costs savings
Cost of operations are at least 50-60% lower than those in England and Australia for both voice and non-voice work
Incentives further reduce the costs to bring them in range of costs in the Philippines and India
Strong foundation in contact centre and niche areas of work
Apart from contact centre, which has been one of the key strengths of South Africa's BPO industry, the scope of international delivery has expanded into non-traditional areas of work, such as financial services, legal process services, and healthcare
Evolving capabilities for next-gen services for digital contact centre
South Africa is pivoting towards the delivery of next-generation of contact centre and digital services
In the core strength of contact centre, companies have successfully demonstrated capabilities for high-quality multi-channel customer experience, supplemented by deep customer analytics
First world infrastructure and enabling environment
High quality of life with superior business and operating environment infrastructure
A wide variety of government support in areas of skill development and infrastructure incentives for increasing investment in the BPO sector
Global contact centre standards – ISO 18295 are based on South African standards (the global standard development was led by South Africa)
DURBAN 3 The Crescent East Westway Office Park Westville, KwaZulu Natal 3629
Services:
The Upstream Group provides comprehensive and compelling outsourced services for accounts receivables that have entered personal insolvency or have become part of the debt recovery process.
