Call Centre & Contact Centre Development

In recent years South Africa has become a popular contact centre destination for European and American companies seeking higher level of service at more competitive price compared to the traditional call centre destinations such as Philippines and India.


Business Services

  • South Africa has the capability to provide multi-language support in German, French,Spanish, Portuguese, and Italian, as well as English
  • The loaded per hour cost of an agent in South Africa in between $11 to $16 per hour
  • Attrition rates are below 11%
  • Average agent tenure is about 40 months
  • It is estimated that the South African call centre industry can grow by an additional 25,000 seats per year without straining the available skilled resources
  • English is predominant langue of business in South Africa
  • South Africa has a mature call centre industry, with sector specific knowledge in technology, banking, insurance, retail, travel, transportation, healthcare, and financial services
  • South Africa has a well regulated call centre industry, supported by multiple government supported programs, tax-exemption grants, direct bonus payments to investors, and a multitude of operational incentives

Procana’s call centre & contact centre development services in South Africa include:

Process:

  • Outbound & Inbound Services
  • Helpdesk Services
  • Customer Service
  • Customer survey
  • Telesales and Telemarketing

Services:

  • Strategic Outsource Planning and Implementation
  • Call Center Selection and Due Diligence
  • Site Visits and Site Evaluations
  • Operational Services Support
  • Quality Assurance and Compliance
  • Human Resources and Staffing
  • Resource Training
  • Performance and Workforce Management
  • Facilities and Support Services
  • Regulatory and Licensing Compliance with ICASA & APSO


Technology:

  • Telecommunications platform
  • Contact Centre Technologies
  • Automatic call distribution
  • Predictive dialler
  • Voice logging
  • CRM technologies
  • Unified communications
  • Unified Communication Applications for the Contact Centre
  • Unified Communications Realtime Reporting
  • VoIP Communications, Applications and Networking