This research report is entitled: „An investigation into the attractiveness of South Africa as offshore destination for call centre services to the UK“. An important objective of this research report was to investigate the factors and key issues that determine South Africa’s attractiveness to deliver offshore call centre services to the UK, largely from the perspective of existing call centre outsourcers with their recent and first-hand experience and expertise in this industry. The ultimate objective was to determine the attractiveness of South Africa for UK call centre offshoring.
To achieve the above, it was determined that a combination of qualitative, investigative research combined with a quantitative approach would be conducted with data gathering. Primary research was done by conducting in-depth interviews with individuals holding management positions with established call centre outsourcers in South Africa to determine the attractiveness of the location.
Overall, it was found that South Africa is averagely attractive for UK call centre service offshoring. Outsourcers highlight that at present offshoring is, because of the global economic climate, a very difficult market to be in. However, if South Africa addresses challenges successfully (e. g. skills shortage in middle management) it can build the right foundation to grow the industry for the future. The location is attractive as it offers cost savings when compared to the UK client market but other locations outperform South Africa in this respect. Therefore, the location is only attractive for a UK niche market as a cheaper but nonetheless premium location that delivers additional benefits relevant to UK business which other locations do not offer. These can be found in service delivery and quality and South Africa’s alignment with Western industry standards.
Table of Contents
- Abstract
- Terminology
- Introduction
- Literature Review
- Research Methodology
- Data Analysis and Findings
- Conclusion and Recommendations
Objectives and Key Themes
This research report investigates the attractiveness of South Africa as an offshore destination for call centre services to the UK. It aims to determine the factors that contribute to South Africa's appeal as a location for outsourcing and to assess its long-term sustainability. The study focuses on perspectives from established call centre outsourcers with firsthand experience in the industry. Key themes explored include:- South Africa's attractiveness as a call centre offshore destination.
- Factors influencing UK companies' decisions to outsource call centre operations to South Africa.
- Challenges and opportunities faced by South Africa in attracting and retaining UK call centre business.
- The role of government incentives and industry initiatives in supporting the development of the South African call centre sector.
- The impact of the global economic climate on South Africa's offshore call centre industry.
Chapter Summaries
- Abstract: This chapter provides a concise overview of the research report, outlining the research question, methodology, and key findings. It highlights the importance of South Africa's position as an offshore destination for call centres, particularly in light of the global economic downturn and shifts in customer sentiment towards offshoring.
- Terminology: This chapter defines key terms related to business process outsourcing, offshore sourcing, call centres, and call centre outsourcing.
- Introduction: This chapter provides background information on the call centre industry and the evolution of offshore sourcing, highlighting the challenges and opportunities for South Africa as a potential offshore location. It establishes the research question and outlines the scope and objectives of the study.
- Literature Review: This chapter examines existing literature on the subject of call centre outsourcing, offshoring, and location attractiveness. It synthesizes previous research findings and theoretical frameworks relevant to the study.
- Research Methodology: This chapter describes the research design and methodology employed in the study, including the data collection methods, sampling techniques, and data analysis procedures. The chapter explains the use of both secondary and primary research to gain a comprehensive understanding of the topic.
- Data Analysis and Findings: This chapter presents and analyzes the findings of the research study. It examines the factors that contribute to South Africa's attractiveness as an offshore call centre destination, including cost savings, language skills, cultural affinity, and industry domain knowledge. The chapter also explores challenges faced by South Africa, such as skills shortages and competition from other offshore locations.
Keywords
This research report examines the factors influencing the attractiveness of South Africa as an offshore destination for call centre services to the UK. Key terms and concepts explored include: call centre outsourcing, offshoring, location attractiveness, cost savings, language skills, cultural affinity, industry domain knowledge, skills shortage, global economic climate, government incentives, and marketing and branding strategies.- Quote paper
- Anita Hintringer (Author), 2012, The attractiveness of South Africa as offshore destination for call centre services, Munich, GRIN Verlag, https://www.grin.com/document/229918
