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News : No Signs of Slowdown for Cape Call Centre Market

#contactcenterworld, @ascensos, @Teleperformance

Johannesburg, South Africa, May 16, 2022 - Cape Town’s business process outsourcing (BPO) sector is set for further expansion, as international clients set up their local presence in the Western Cape’s capital city.

Alderman James Vos, mayoral committee member for economic opportunities and asset management, says global BPO firm Teleperformance will later this month open a second workplace in Observatory, Cape Town.

In addition, Scottish firm Ascensos will officially launch its new office later this month.

Vos revealed this following his visit to Teleperformance’s current Observatory location, which has 1 500 staff servicing four clients from the UK.

By the end of the year, this will expand to 2 500 employees managing client companies in the UK and the US, he says.

"Together with domestic-facing clients, more than 70 000 people now work in the sector in Cape Town. Last year, the international BPO market in Cape Town contributed around R14 billion to the metro’s economy."

In Cape Town, the provincial government has earmarked the sector, which is also referred to as the call centre sector, as a priority industry to boost the local economy and extend job opportunities to more Capetonians.

In March, outsourcing provider Sigma launched its first contact centre in the Cape Town township of Mitchells Plain, making it the first global business services operation in the Western Cape to provide contact centre solutions from a township.

"This rapid expansion of business in Cape Town’s call centre market is a testament to the city’s investment in skills development and job placements in its high-growth industries.

"To date, almost 1 500 unemployed and previously disadvantaged individuals have been trained for call centres and each one of them has been offered permanent employment upon successful completion of their training.

"These newly upskilled Capetonians now work across call centres in and around the metro," he concludes.

#contactcenterworld, @ascensos, @Teleperformance

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Ascensos:
Company LogoAscensos provides contact centre services in The UK.
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About Teleperformance:
Company LogoTeleperformance is a global provider in digital business services, blending advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world’s biggest brands and their customers. The Group’s comprehensive, AI-powered service portfolio ranges from front-office customer care to back-office functions, including Trust and Safety services that help defend both online users and brand reputation. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services.
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Today's Tip of the Day - Choosing a Vendor

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

Published: Tuesday, May 17, 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)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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