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Inactu can perform application development and customization for your call center integration and software development projects.  This includes; design, development, quality assurance, deployment and project management.
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We provide a host of services around making your call center more productive by developing, maintaining and using in-house and third party knowledge.  This includes; knowledge creation, life-cycle maintenance and delivery to agents and end-users.
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Our company provides assistance with a variety of components that comprise the life cycle of an outsourcing project, including:  analysis, design, implementation, transition and management.
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Cape Town South AfricaConsider South Africa as an offshore location for your customer care program.
Why outsource to South Africa?

Services | Consulting | Outsourcing | Development | Knowledge Management

With the mounting number of companies that are outsourcing their customer care programs to traditional countries (such as Mexico, Canada, India, Philippines, etc.), availability of qualified workers is diminishing and prices are increasing. With this in mind, it is now worth considering where the next call center frontier is - South Africa.

Contact center and business process outsourcing (BPO) has been prioritized by the South Africa provincial governments as one of the five key growth areas. In Cape Town alone, there are currently 105 call center companies.

South Africa has been voted the top offshore contact center location, knocking India into second place. Read more about it by clicking here.

Some information to be aware of:

  • Cape Town South AfricaThe loaded per hour cost of an agent is between $11 and $16 per hour.
  • Attrition rates are below 11%.
  • Average agent tenure is 40 months.
  • It is estimated that in the Western Cape alone, the industry can grow by an additional 10,000 seats per year without straining the available skilled resources.
  • The telecommunication industry has been deregulated and international telecom costs are dropping.
  • South Africa has the capability of providing multi-language support in German, French, Spanish, Portuguese, and Italian. Other non-traditional languages (such as Russian and Hebrew) can also be supported.
  • Currently 42% of calls are outbound and 58% are inbound.
  • BPO companies account for 20% of the total number of outsourcing companies.
  • 55% of outsourcers revenue is derived from international clients.
  • High school graduate unemployment is estimated at 30% and university graduate unemployment is between 10 and 15%.
  • English is spoken at all schools and is the predominate language of business.
  • And it does not hurt that South Africa, especially the Western Cape, is one of the most naturally beautiful places in the world!

SA ChartFinancial service programs account for 55% of outsourcers revenue in the Western Cape (southern most region of South Africa) and programs include; loan and mortgage processing, collections, etc.

The technology, insurance, retail, travel, transportation and healthcare markets are all well represented with a number of local and international programs being supported by the various outsourcing companies.

Please contact us if you need any additional information, or are interested in pursuing South Africa as a customer care or BPO location.

South Africa call center and BPO articles

Following are some links with information the South African outsourcing and call center market:

South Africa call center links

Following are some links with information on local South African organizations that are encouraging US and European companies to consider South Africa as a call center alternative:

Some information provided on this page provided by CallingTheCape.

 

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