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News : iContact BPO Expands Contact Center Operations in Gauteng, South Africa

#contactcenterworld

Johannesburg, South Africa, Dec 6, 2022 -- iContact BPO, a Business Process Outsourcing (BPO) provider, officially launched its new Johannesburg operation in Houghton. The investment into South Africa’s burgeoning BPO sector is a continued strategic development for iContact BPO which specialises in inbound and outbound customer service and sales, financial services support, customer retention and loyalty management, lead generation and back-office fulfilment predominantly for international business clients based in the US, UK, Europe and Australia.

iContact is part of the Alefbet Holdings group which owns numerous customer service and collections BPO providers and employs some 1500 full time employees across its operations in Cape Town and Johannesburg.

The launch of iContact’s new Houghton contact centre – which brings 100 additional new agent jobs to the industry, largely driven by demand from US business - was attended by the MEC for Economic Development Gauteng, Ms Tasneem Motara as well as senior representatives from the US Department of Commerce, the DTIC, the Gauteng Growth and Development Agency and BPESA – welcoming the investment into South Africa’s burgeoning BPO sector – also known as Global Business Services (GBS).

According to the South Africa National GBS Quantification & Investment Report 2021/22 published by Business Process Enabling South Africa (BPESA), South Africa’s BPO sector has enjoyed rapid growth, with a ~25% compound annual growth rate between 2015 and 2021, becoming a major global outsourcing and offshoring contender, particularly in the English voice-based sourcing markets. According to the report, the GBS sector in the country has grown sevenfold, with the UK being the largest international source market, comprising 61% of South Africa’s international GBS market, followed by the United States (20%), Australia (8%), Europe (3%), China (1%) and other African countries (7%) – with a rich diversity of industries being serviced by South African international GBS workers, ranging from telecommunications to financial services, utilities to education and retail.

According to Clinton Cohen, CEO of iContact BPO, the surge in international business enquiries and deals closed by iContact BPO in the first half of 2022 show no signs of abating, and the niche BPO provider looks set for a record year. "Demand for our BPO services from international businesses, notably in the United States and Canada, has been on a sharp upward trajectory. Having our operations geographically placed between Johannesburg (Houghton and Randburg) as well as Cape Town presents a real win for our client base across diverse industry sectors, and a distinct competitive advantage for our business."

"The combination of strategic locations, advanced business intelligence tools, data analytics capabilities, skilled leadership and large, educated skills pool with strong English language proficiency present our global customers with an unrivalled value proposition," adds Cohen.

"Every new seat added to our contact centre operations, is a new full-time employee, and an opportunity for a young person to carve out a sustainable and rewarding career in a burgeoning industry that is international renowned and in high demand. Across our business, impact sourcing is a strategic imperative for us. We welcome the tremendous collaboration that takes place between the public and private sectors to firstly attract overseas companies and investment to our shores by offering an exceptionally strong and efficient BPO sector, and secondly, the ability to create jobs and build careers for marginalised youth," adds Cohen.

According to MEC for Economic Development Gauteng, Ms Tasneem Motara, the timing of the iContact BPO launch augers well with the Gauteng Provincial Government GBS initiatives.

MEC Motara said: "The iContact BPO launch comes at an opportune moment when we have recently rolled out Global Business Services infrastructure projects such as the business process outsourcing park in Hammanskraal and Jabulani. The Gauteng Provincial Government will launch Global Business Services hubs in NASREC and Jabulani, before moving to other areas in the province. So this launch today will undoubtedly contribute immensely to youth employment initiatives and attract global investors who plan to establish BPO operations in the province," said Motara.

South Africa’s GBS market was ranked first as the Most Favored Offshore CX Delivery Location for 2021 in the annual Global Front Office BPO Omnibus Survey by Ryan Strategic Advisory. Additionally, the country received further recognition as a High-Performing Customer Lifecycle Management Offshore Location in the GBS World Competitiveness Index.

Clinton Cohen, CEO of iContact BPO concludes: "To move forward, South Africa’s GBS industry relies on focused and meaningful Government support, and the continued active lobbying of industry bodies such as Business Process Enabling South Africa (BPESA) and Cape BPO to showcase South Africa to the world. The business growth of South Africa’s BPO sector is underpinned by delivering strong offshoring fundamentals, bringing together the best of economics, quality BPO services, rapid scale, high service levels, socially responsible supply chains, policy certainty and industry-specific training and education programmes. It has never been more crucial for SA’s BPO industry, Government and labour to work collaboratively and strategically to realise the full investment potential that BPO holds for our country."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.einnews.com


About iContact BPO:
Company LogoiContact is a customer service BPO provider serving international markets, bringing with a proven pedigree in the multiple sectors we serve. We build our solutions around our client’s bespoke needs, delivering a professional outsourced customer service solution built upon the partnership approach to all that we do for our clients. iContact brings solutions backed by technology and human engagements. Our ultimate goal is to deliver the very best in customer experience and first-time query resolution. As our client, you can look forward to a proactive BPO partner in iContact, where exceptional customer service, innovation and continuous improvement are entrenched philosophies. At iContact, compelling customer service experiences are not accidental. They are engineered with the careful use of analytics-driven insights, deployment of the right technology to fit your business needs, and dedicated training that empowers our team to be passionate advocates of your brand.
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Today's Tip of the Day - Telephone Numbers

Read today's tip or listen to it on podcast.

Published: Thursday, December 8, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

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