Why South Africa is Leading Outsourced CX Delivery

Why South Africa is Leading Outsourced CX Delivery

Tanika Marais

15th April 2021  |  Customer Engagement

South Africa has been named The Most Favored Outsourced CX Delivery Location for 2021 in the Annual Front Office BPO Omnibus Survey.

The business service sector has undergone rapid growth in recent years and serves as a major source of job creation for young South Africans. 

The growth in outsourced CX (Customer Engagement) has been driven by strong support by the government, through the incentives offered by the DTIC. Regulations during the COVID-19 lockdown enabled call centres supporting local and global essential services to continue to operate. This sector alone has contributed R1.9 billion in export revenue and 14,300 new jobs. 

South African BPO providers are continuously managing the needs of Customer Engagement players and being able to adapt to the markets, and by evolving their locations value propositions will be crucial to maintain the leader status.  For that reason alone, the importance of customer engagement software that can enable inbound and outbound interactions through a secure, cloud-based omnichannel engine is a game-changer.

Connex One, with a local office in Durban South Africa, offers South African BPO clients a feature-rich platform that includes everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place. Customers from around the world have seen vast improvements in customer satisfaction rankings, reduced costs per interaction, and increased visibility with insightful reporting.

“The integrations have allowed our clients to have more visibility which makes them feel more comfortable. The automated reports go from the system directly to our clients, so every morning they can see exactly what the stats are”, says Zohar Green, Head of Growth at Digicall. 

Digicall, like many other BPO’s in South Africa using the Connex One platform has seen an average talk time go from 10 minutes to 6 minutes using automation, which means the agents are handling more and more calls. Sales tend to increase dramatically and the utilization of new features such as Whisper, allows team leaders to cut into the call and advise agents going forward. This is a great function especially with agents working from home who need additional support. “We can get more agents on the floor faster who can focus on the product, and not on the system”, says Zohar. 

Whisper Coaching is a great tool to ensure your managers have their ears to the ground and can be on hand for quick escalation points or smooth training processes. Managers can speak directly to their agents and offer advice and guide their conversations. There is the added benefit of having the option to take over a call when agents make mistakes or need assistance. 

For more information on how Connex One can help you improve your Customer Engagement, Connex has the software for you. Get in touch with our team at hello@connexone.co.uk or request a free demo of our platform here.