South Africa

Gary Gilburd: As one of the pioneers of the offshore BPO sector in Cape Town, our clients have confidence in our long-standing history of stable and mature operations, which we can fully attribute to the talented individuals who work with us. People in South Africa are well-educated and bring a certain level of emotional intelligence and a strong cultural fit that is difficult to find anywhere else. Capetonians, in particular, have this remarkable, almost instinctive empathy and a genuine eagerness to help, which shines through in their customer service delivery. Their proficiency in English and their neutral accents also contribute to a seamless integration with international clients. Plus, Cape Town is stunning, with tons of natural beauty and modern, reliable infrastructure, so many clients love to make the trip out here.

Gary Gilburd: The BPO industry’s commitment to the community has gone beyond business this year, with some great impact sourcing initiatives fostering positive change and offering a lifeline to those who need it most. At Sigma Connected, we have taken significant steps in this direction by opening a new call center right in the heart of a small community, bringing jobs directly to where people live, eliminating long commutes, and allowing our employees to contribute more significantly to their households. We also recruit 60% of our staff from disadvantaged backgrounds, changing the trajectory of our employees' lives and the well-being of their families. The stories I've heard, like the young man who told me that joining Sigma Connected kept him out of a gang, have been the most humbling, unexpected, and rewarding dimension of our work in Cape Town.

Gary Gilburd: Our confidence in Cape Town will always be anchored in the exceptional customer service and problem-solving capabilities of the local talent pool. Capetonians excel in complex customer interactions that go beyond scripted responses, enabling them to resolve issues with a level of capability and empathy that sets them apart from other regions. Moreover, our growth trajectory in Cape Town has been remarkable—we've doubled in size to 3,500 FTEs this year alone, and there's still ample capacity for further expansion. This scalability, combined with the cultural alignment and the premium quality of service, solidifies Cape Town as a strategic location for us and reinforces our already 15-year commitment to the city.