Trends shaping South Africa’s Global Business services industry in 2022 (EN)

There has been a marked increase in the number of first-time outsourcers looking to offshore their customer-service, back-office and technical support functions to South African BPO providers than ever before. Without a doubt the consequences of the pandemic are playing a big part in this shift and I don’t believe this is temporary either. Organisations will continue to outsource more of their non-core processes and skills requirements in the long term to obtain the operational and labour efficiencies they need in a massively competitive environment, while avoiding any large capex to set up their own inhouse functions, processes and infrastructure.  The pandemic has merely served as a catalyst to fast-track what was already starting to unfold pre-Covid,” says Clinton Cohen, CEO of iContact BPO, a South African-based BPO provider servicing predominantly international markets. Click here to read full article

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