The attractiveness of South Africa as offshore destination for call centre services

By: Anita Hintringer

ISBN: 9783954893423

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This research report is entitled: "An investigation into the attractiveness of South Africa as offshore destination for call centre services to the UK". Advances in information technology and along the reduction of telecommunication cost have made the sourcing of call centre services from across country borders (near and offshoring) a viable option for firms to take advantage of favourable factors like low labour cost or labour availability. With their low labour cost and good English language skills, locations like the Philippines and India have for some time been the dominating call centre offshore locations. South Africa, although it is more expensive with higher labour cost, has in recent years established itself as an offshore call centre destination, in particular around 2007 when global sourcing boomed and was high on firms' agendas. South Africa is a very viable location with English as its official language, low labour cost compared to places in Europe as well as other aspects like cultural affinity and industry domain knowledge that match European standards, such as financial services, insurance and others. South Africa's major offshore client market is the UK.