South Africa

Carrie Ramskill: When clients look closely at South Africa, they quickly realize how compelling the location is for CX. Over the years, it has evolved into a mature, innovative hub that clients appreciate for its similar time zone to Europe, agents’ neutral accents, and the population’s high cultural affinity with US and UK customers. The country’s large labor pool of educated, well-trained, empathetic agents is a notable plus—our clients know they can quickly scale in South Africa to match their growth aspirations. Plus, our clients enjoy the cost savings—up to 60% when compared to onshore UK or US—and increased customer loyalty that we’re able to deliver when combining our leading technology with South Africa’s many advantages.

Carrie Ramskill: The South African difference stems from its people, with a reputation for service excellence that you have to experience to believe. People will go out of their way to help you, taking time out of their days to provide an empathetic, authentic, and satisfying experience, and always with a smile. That culture melds perfectly with best-in-class CX. The country also offers abundant commercial real estate, a collaborative BPO ecosystem, advanced digital infrastructure, and strong government support for the industry. And it’s free from major natural disasters, offering consistent business operations. Plus, impact sourcing in South Africa is incredibly important to HGS and our clients. The country is home to massive pools of untapped talent, people who would be proud to work in the industry. Not only is impact sourcing a source of low attrition and high employee engagement, but it’s also allowing BPOs to strengthen communities and play a positive role in the country's development.

Carrie Ramskill: Outside of cities like Cape Town, Johannesburg, and Durban, there’s a need for continued investment in infrastructure, including roads, public transport, data centers, and digital connectivity. Talent pools exist in other parts of South Africa, but without that infrastructure in place, BPOs and their clients can’t take advantage of these locations. Plus, there’s a need for targeted leadership development throughout the South African BPO industry. At HGS, we believe that leadership training is best conducted internally, lifting the brightest talent from within. We want to make sure the workforce is well-equipped to deliver high-quality services and master new technology as it advances.