research graphs from the research findings of the national (sa) bpo & contact centre report...

Research

Graphs from the Research Findings of The National (SA) BPO & Contact Centre Report 2007/8

Produced By

Source: C3Africa Research © www.c3africa.com

Research Background

The sample was drawn from the databases provided by the project principles The questionnaire comprised seven separate parts completed by multiple respondents. In certain instances this caused the

respondent numbers to vary. The respondent base for each question is listed and should not be assumed to be statistically representative

Open-ended questions were coded prior to analysis The data was analysed using Survey Systems The output of the analysis is technical tables presented in MS Excel The survey sample closely resembles the regional breakdown of the Contact Industry Hub database which formed the basis of

the sample extraction On a national basis the overall sample of 313 is representative of the CIH database at a 95% confidence interval

The contact centre and Business Process Outsource (BPO) industry in South Africa has experienced considerable growth in the last five years. In addition, South Africa has been identified as potentially one of the world’s leading business destinations to host major contact centres and BPO operations. The Multimedia Group (Multimedia) and the Contact Industry Hub (CIH) embarked upon a comprehensive market analysis and quantification survey of the South African contact centre and BPO industry. Datamonitor has supported this study in its design, and contributed to the analysis and commentary. Dialworx conducted CATI interviews to meet this objective and Pulse Research (Pty) Ltd analysed and reported the data captured.

Research Methodology

Research Duration

CATI Interviews: June & July 2007 Data capture: July & August 2007 Data Analysis: August 2007


Notes on Letsema’s Graphical Interpretations

Letsema Consulting has graphically interpreted data, based on the tables supplied by C3Africa Research © which has validated these graphical interpretations.

The data were selected at Letsema Consulting’s discretion, based on the Project’s need to focus on international investor information requirements.

Letsema Consulting has excluded the Eastern Cape and the Free State data from the majority of the interpretations, where regional categories were created, due the small sample sizes in those cases.

For information detailing the full content of the study and where to obtain it, please visit the C3Africa Research © website www.c3africa.com.

SOUTH AFRICAN CONTACT CENTRE DATA 2007:

NATIONAL


Cape Town (Western Cape)

Johannesburg(Gauteng)

Durban (KwaZulu Natal)

Port Elizabeth (Eastern Cape)

•

• •

•Bloemfontein(Free State)•

Regional Split of Contact Centres in South Africa

Sample Size = 313

In which province is your contact centre located?


Business Sectors Served by Contact Centres in South Africa

Sample Size = 311

Which business sector(s) do you operate in? (multiple can be selected)

This chart reads that 29.7% of S.A. contact centres operate in the financial services sector, for example.


Types of Contact Centres in South Africa

Sample Size = 313

Do you have a captive contact centre, or an outsource contact centre, or both? (select one)


Main Nature of Contact Centre Activity in South Africa

Sample Size = 308

How would you describe the main nature of your contact centre activity? (multiple can be selected)


Business Continuity and Disaster Recovery Readiness in S.A.*

Sample Size = 139 – 140 (*Excludes contact centres under 20 active seats)

Do you have an Uninterruptible Power Supply (UPS) installation and/or a generator and/or disaster recovery facilities/provider?


Facilities Available to South African Contact Centre Agents*

Sample Size = 146 (*Excludes contact centres under 20 active seats)

Which of the following facilities does you contact centre have: acoustic control, white sound, canteen facilities, disabled access, disabled toilets and first aid room?


Floor Space Allocation per Agent in S.A. Contact Centres*


What is your estimated floor space allocation per agent , including common areas, training facilities, chill room, kitchen? (select one)


S.A. Contact Centre Transportation Provisions for Agents*


Does your company provide staff transportation and/or staff transportation allowances/subsidies?


Attrition Rates in Contact Centres in South Africa*


What is your permanent agent staff attrition-rate per annum? (select one)


Languages Supported by Contact Centres in South Africa*


What languages does your call centre support? (multiple can be selected)

Note: African languages include the following (alphabetical): Ndebele, Northern Sotho, Sotho, Swati , Tsonga, Tswana, Venda, Xhosa, and Zulu


Breakdown of Contact Centre Activity in South Africa

Sample Size = 312

Is your contact centre activity mainly inbound, mainly outbound or both in roughly equal proportions? (select one)


Typical Working Hours in Contact Centres in South Africa

Sample Size = 311

What are your normal working hours? (select one)

Note: Office hours are typically weekdays between 8:00 and 17:00 and an extended shift is inclusive of evenings but not 24/7


Contact Channels Offered by Contact Centres in South Africa

Sample Size = 311

Which of the following contact channels are you offering currently? (multiple can be selected)


Sample Size = 102

Future Expansion of Contact Channels in S.A. Contact Centres

Which of the following contact channels are you planning to add within the next 6 to 12 months? (multiple can be selected)


Average Tenure of Contact Centre Agents in South Africa*


What is the average tenure of contact centre agents/how long do they stay in the company? (select one)


Education Levels of Contact Centre Agents in South Africa*


What percentage of your contact centre agents will have matric/Grade 12, some tertiary education, a university degree?


Span of Control Within South African Contact Centres*

Sample Size = 131 -154 (*Excludes contact centres under 20 active seats)

What is your ratio of quality managers/assessors to agents and ratio of agents to supervisors? (select one category for each)


Average Monthly Staff Operating Costs per Member in S.A.*


Note: The average in this instance is the mean of the open-ended responses given

Thinking about staff operating costs, what is the monthly cost to company of a …? (Total cost to company, monthly gross including recruitment and management costs of contract/temporary staff)


NATIONAL BY TYPES OF CONTACT CENTRES


Activity by Type of Contact Centre Operation

Sample Size = 312

Do you have a captive contact centre, or an outsource contact centre, or both? (select one)Are the calls handled by your contact centre mainly inbound, mainly outbound or both in roughly equal proportions? (select one)


Typical Working Hours in Types of Contact Centres

Sample Size = 203

Do you have a captive contact centre, or an outsource contact centre, or both? (select one)What are your normal working hours? (select one)




Sample Size = 58





Sample Size = 50




Agents with Experience in Types of Contact Centres*


Do you have a captive contact centre, or an outsource contact centre, or both? (select one)What percentage of your contact centre agents will have previous contact centre experience?


Contact Centre Employment Status by Type of Contact Centre*


Do you have a captive contact centre, or an outsource contact centre, or both? (select one)What percentage of your contact centre agents are permanent/temporary staff?


Education Levels in Contact Centre Operations*


Do you have a captive contact centre, or an outsource contact centre, or both? (select one)What percentage of your contact centre agents will have matric/Grade 12, some tertiary education, a university degree?


South African Languages Supported by Type of Contact Centre*

Do you have a captive contact centre, or an outsource contact centre, or both? (select one)What languages does your contact centre support?

Sample Size = 154 (Total for Foreign and South African languages) (*Excludes contact centres under 20 active seats)

Note: African languages include the following (alphabetical): Ndebele, Northern Sotho, Sotho, Swati , Tsonga, Tswana, Venda, Xhosa, and Zulu


Foreign Languages (Europe) Supported by Type of Contact Centre*

Do you have a captive contact centre, or an outsource contact centre, or both? (select one)What languages does your contact centre support?

Sample Size = 154 (Total for Foreign and South African languages) (*Excludes contact centres under 20 active seats)


Main Nature of Activity by Type of Contact Centre

Sample Size = 200

How would you describe the main nature of your contact centre activity? (multiple can be selected)Do you have a captive contact centre, or an outsource contact centre, or both? (select one)



Sample Size = 58

How would you describe the main nature of your contact centre activity? (multiple can be selected)Do you have a captive contact centre, or an outsource contact centre, or both? (select one)



How would you describe the main nature of your contact centre activity (multiple can be selected)?Do you have a captive contact centre, or an outsource contact centre, or both (select one)?

Sample Size = 50


Business Sectors Served by Type of Contact Centre Operation

Sample Size = 313

Which business sector(s) do you operate in? (multiple can be selected)Do you have a captive contact centre, or an outsource contact centre, or both? (select one)


Financial Service Operations By Contact Centre Types

Sample Size = 89

Which business sector(s) do you operate in? (multiple can be selected)If yes to Financial Services, in which of the following do you operate? (multiple can be selected)Do you have a captive contact centre, or an outsource contact centre, or both? (select one)


Span of Control: Ratio of Agents to Quality Managers*


Do you have a captive contact centre, or an outsource contact centre, or both? (select one)Ratio of quality managers/assessors to agents? (select one)


Span of Control: Ratio of Agents to Supervisors*


Do you have a captive contact centre, or an outsource contact centre, or both? (select one)Ratio of quality managers/assessors to agents? (select one)


Attrition Rates by Type of Contact Centre*


What is your permanent agent staff attrition-rate per annum? (select one)Do you have a captive contact centre, or an outsource contact centre, or both? (select one)


Contact Centres’ Propensity to Provide Outsource Services*

Do you or do you intend taking on any third party outsource call centre/BPO contracts?



REGIONAL


Types of Contact Centre Operations by Region

Sample Size = 307

Do you have a captive contact centre, or an outsource contact centre, or both? (select one)


Contact Centre Agent Education Levels By Region*


What percentage of your contact centre agents will have matric/Grade 12, some tertiary education, a university degree?


Contact Centre Agent Employment Status by Region*


What percentage of your contact centre agents are permanent and temporary or contract staff?


Previous Contact Centre Experience of Agents by Region*


What percentage of your contact centre agents will have previous contact centre experience?


Contact Centre Attrition Rates by Region*


What is your permanent agent staff attrition-rate per annum? (select one)


Transportation Provisions for Agents by Region*


Does your company provide staff transportation and/or staff transportation allowances/subsidies?


Floor Space Allocation per Agent by Region*


What is your estimated floor space allocation per agent , including common areas, training facilities, chill room, kitchen? (select one)


Average Tenure of Contact Centre Agents by Region*


What is the average tenure of contact centre agents/how long do they stay in the company? (select one)


Main Nature of Contact Centre Activity by Region: Gauteng

Sample Size = 219



Main Nature of Contact Centre Activity by Region: W.Cape


Sample Size = 64


Main Nature of Contact Centre Activity by Region: KZN


Sample Size = 19


Business Sectors Served by Region: Gauteng

Sample Size = 222


This chart reads that 28.4% of Gauteng contact centres operate in the financial services sector, for example.


Business Sectors Served by Region: W.Cape

Sample Size = 64


This chart reads that 31.3% of W.Cape contact centres operate in the financial services sector, for example.


Business Sectors Served by Region: KZN

Sample Size = 19


This chart reads that 47.4% of KZN contact centres operate in the financial services sector, for example.


Financial Service Operations in Contact Centres by Region

Sample Size = 88

Which business sector(s) do you operate in? (multiple can be selected)If yes to Financial Services, in which of the following do you operate in? (multiple can be selected)



Uninterruptible Power Supply (UPS) by Region*

Do you have an Uninterruptible Power Supply (UPS) installation ?


Generators by Region*

Do you have a generator ?



Disaster Recovery Facilities/Provider by Region*

Do you have disaster recovery facilities/provider?


research graphs from the research findings of the national (sa) bpo & contact centre report...

Documents

split of contact centres

captive contact centre

c3africa research

south africasample size

centre support

active seatsdoes

following facilities

african languages