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Africa is the talk of the global call center community, and over the past three years, outsourcing revenue has skyrocketed in locations like South Africa. Africa offers many advantages including a talented workforce, competitive costs, strong English language skills and impact sourcing. Experts predict a promising future for Africa in business process outsourcing (BPO) but there are growing pains and challenges, as with any emerging market.
Now that the industry has sufficient data, it’s time to take a step back and ask how CX leaders are feeling about their outsourcing experience in Africa. With the influx of outsourced headcount from U.S. brands into various African countries, the pressure is on for high levels of performance and quality. So, if you are already outsourcing to Africa or have been considering it, join us for a candid, peer-to-peer conversation as we delve into these and other topics:
- In general, is Africa living up to the hype?
- Beyond South Africa, which countries are emerging for BPO services in Africa?
- How are BPOs in Africa performing vs. Philippines, India, Nearshore, and Onshore?
- Compare attrition, quality, and leadership depth to other geographies.
- How is the overall customer experience?
- What are the major concerns that a brand should consider before outsourcing to Africa?
- What can CX leaders do to ensure the success of BPOs in emerging markets?
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