CALL CENTRES: Industry Brings Further Jobs to South Africa
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eTelecare Global Solutions, a leading provider of complex business process outsourcing (BPO) solutions, recently purchased the Phone House Group to provide an offshore delivery capability to serve European and North American clients.
According to Wynand Schutte, Managing Director of Cape Town-based eTelecare South Africa, “The company’s expansion into Europe is expected to create 500 new local jobs during the next twelve months and underlines South Africa’s position as a highly desirable call centre destination.”
“With competition tightening in most sectors during the current economic downturn, global companies have begun to outsource to South Africa, where they can get the same level of service - but at a fraction of the cost,” said Western Cape Premier Helen Zille. “This adds value to their operations, and creates jobs for our citizens, making it a win-win situation.”
Based on the Deloitte Key Indicator Report released in November 2008, the number of people employed by the call centre industry in the Cape Town Metropolitan increased from 6 500 in 2003 to 27 819 in 2007/08. This accounted for 3.1 % of the total number of people in formal employment in this area. The top performing industries were Financial Services, Telecommunications and Retail, which made up 32%, 20% and 16% of the market.
Per the December 2006 government BPO&O business strategy, it is forecasted that Business Process Outsourcing and Offshoring (BPO&O) will grow at 50% per annum for the next four to five years in South Africa. Significant investment incentives offered under this strategy form part of the government’s three year plan of creating 100 000 jobs by 2010.
“The growth of the market has increased the number of different job roles, allowing for increased job progression. Despite the number of great opportunities in the industry, the basic requirements for entry is only a matric certificate, with full training provided for successful applicants,” said Schutte.
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