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Send  Share  RSS  Twitter  09 Jul 2010

CALL CENTRES: Proving Our Worth is Vital for Local Call Centre Industry

 





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The call centre industry in South Africa is ready for more, according to Ian Gordon-Cumming, head of call centre services, M-IT (an EOH Company). He says that South Africa has one of the most developed ICT infrastructures among emerging economies in the world and is more than capable of becoming a prominent offshore destination.

The challenge, according to Gordon-Cumming, is that South Africa needs to get better at proving itself in this sector. “It is easy to say we are a destination of choice when it comes to business process outsourcing (BPO), but what we need to do is verify what we are saying and being conscientious about meeting the required standards.”

He acknowledges that Business Process Enabling South Africa (BPeSA) has kick started the process in terms of certification and measurable standards, but Gordon-Cumming says that this simply has to be fast-tracked to achieve any real measure of success.

Fuelling the local industry growth is not only an increasing amount of international competition, but also a more positive move towards utilising a call centre as opposed to a do-it-yourself (DIY) approach. “South Africa has a DIY legacy, which is thankfully changing as companies realise that it is better to focus on their core business and outsource areas such as a call centre,” says Gordon-Cumming.

Aside from making good business sense, he says this move is a positive step towards bringing better service quality across the board. He says it also displays increasing local commitment to the local BPO sector.


 
 
 
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