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Industry Research : Call Centres Thriving in Cape, Says Survey
A survey by the international research group Everest Consultancy shows SA is one of the destinations for business process outsourcing, of which call centres are a big part.
SA was rated third behind China and Brazil.
The survey, released last week, was aimed at understanding companies’ perceptions and plans when choosing global service locations. There were 340 respondents in several sectors, including buyers and service providers. It also focused on emerging markets such as China, Brazil, Poland and Egypt.
This month, the US online retail provider Amazon said it would expand its call centre operations in Cape Town, creating 1400 jobs by the end of next year.
Western Cape economic development MEC Alan Winde yesterday welcomed the results of the survey, and said the call centre industry had become an important source of growth and job creation.
"The Western Cape call centre industry has become a global contender for offshore call centre operations. This is in part due to the strategic focus placed on this sector by the department of economic development and tourism, through its promotion agency, Business Process Enabling SA (BPeSA) Western Cape.
"They have successfully put the word out that we have several competitive edges, including our ability to offer a great service at a great price, and this has been recognised by major global players," Mr Winde said.
Industry analyst and MD of Nelson Hall, John Willmott, said SA would experience substantial growth in the next few years, with continued business process outsourcing investment from the UK as well as increased interest from Australia and potentially the US.
Posted by Veronica Silva Cusi, news correspondent
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Published: Saturday, September 10, 2011