In Their Own Words

Abstract

For this chapter we invited a number of people highly experienced and knowledgeable about South Africa and its business process outsourcing (BPO) sector to answer questions from their perspective as adviser, analyst, client, or provider. The questions covered are as follows:

• • Please assess the current and future state of the BPO industry in South Africa. What are its distinctive qualities, and where is it headed?

• • Besides cost savings, what value do you see BPO services in South Africa offering to clients?

• • Are there any misconceptions about BPO generally, and BPO in South Africa in particular, that you would like to clear up?

• • What do you foresee as the major challenges and opportunities for BPO in South Africa in the next three to five years?

• • What advice would you give to clients and suppliers considering BPO in South Africa?

From clients we also asked for a brief description of the extent of their off-shoring. From providers we sought a brief description of the major BPO services they offer, and their current status in South Africa.