The BPO industry is boosting employment in South Africa

One of the greatest challenges currently facing South Africa is creating meaningful employment for its citizens, creating a much larger economically active population. Statistics South Africa recently released its Quarterly Labour Force Survey for Q2 of 2023, and while the results indicated a modest decrease in the official unemployment rate, there’s no denying that it’s an economic imperative to create more employment opportunities for South Africa’s unemployed, and in particular, the youth population. 

One industry that offers a wealth of opportunities is the business process outsourcing (BPO) industry. The sector offers individuals with varied educational backgrounds and qualifications an opportunity to enter the workforce. Anyone can succeed and thrive in an industry where the right attitude, good communication skills and an aptitude for working with people are highly valued. The industry, supported by the South African government, has ambitious goals in place to grow job creation by up to 500,000 cumulative new jobs by 2030.

South Africa is an attractive outsourcing destination

There is reason for optimism that this ambitious goal will be reached. The sector is a bright spot in the economy, with ample growth prospects. A Deloitte report about BPO industry growth in South Africa states that the local BPO industry is expected to account for 4% of global revenues by 2030. South Africa’s BPO sector has enjoyed phenomenal growth with a 25% compound annual growth rate between 2015 and 2021, according to the SA National GBS (Global Business Services) Quantification and Investment Report 2021/22 by Business Process Enabling South Africa (BPESA). The industry is becoming a major global outsourcing market in the English voice-based sourcing markets. 

This highlights the ongoing success of the sector in South Africa as a key driver for economic growth and employment opportunities, particularly for youth and individuals from marginalized communities. The South African government has recognised the opportunity for the BPO industry to help address unemployment and growth challenges, with an industry master plan in place which is targeting 500,000 new jobs by 2030. 

CCI has ambitious goals for future growth

CCI caters to a large portfolio of international clients from delivery locations across the continent. The company’s emphasis on growth, quality service delivery and commitment to establishing long-term partnerships including major USA-based airlines, UK telecommunications and a leading global online retailer, has enabled it to become the top tier BPO operator in South Africa. Through its innovative approach, CCI creates thousands of high-quality jobs for people from disadvantaged backgrounds, focusing on industry-demand upskilling and training. Currently, CCI South Africa employs 8,500 fulltime employees, with 76% of its employees coming from low-income households. Each job created supports up to four dependents. CCI also plays a meaningful role in empowering women in the workplace, with 67% female placement, and 52% female leadership.

“2022 was a record year for CCI South Africa and things are certainly not slowing down in 2023. Twelve exciting new client campaigns have launched across a range of industries including airlines, gaming, car rental, business insurance and financial services. These campaigns have helped us create 2,458 new jobs with an additional 253 management and support roles so far this year,” says CCI South Africa CEO Peter Andrew. “Our goal is to create 20,000 jobs within the sector.”

CCI works with CareerBox to give youth the skills needed for the sector

Demand-led training and fast-tracked employment opportunities are an important step towards achieving sustainable economic growth. CCI South Africa understands the impact the BPO Industry has on reducing the unemployment rate in the country. By partnering with Impact Sourcing innovators CareerBox, it has developed a market-driven education and training model, designed to empower youth and uplift communities through the multiplier of employment and compensation. CareerBox provides a work readiness training programme that empowers youth by providing technical and soft skills for the workplace, including critical thinking and problem-solving skills. 

CCI works with CareerBox Africa to provide unique training and work opportunities for highly driven skilled young people who come from disadvantaged backgrounds. CCI South Africa helps set them up for future success as well as helping them make an immediate positive impact on their families and the societies they live in. The success of the partnership is evident – 98.5% of the CCI promotions are candidates who were trained and placed through CareerBox. To date, CareerBox has impacted over 200,000 lives and has a target of changing an additional 150,000 lives by 2025, impacting over 350,000 lives.

The BPO industry is also geared towards on-the-job training and allows for mobility within the industry, so there is a wide range of options for young workers to consider beyond being an agent in a contact centre. Just some of the benefits of working in the BPO industry include better income, the ability to gain new and varied skills, and a sense of empowerment.

“Our strength lies in our ability to make a real difference in people’s lives, enabling them to develop their own generational legacies through the creation of sustainable jobs through the delivery of world class customer service. We believe the youth of South Africa are uniquely equipped to deliver this through their inherent capacity for empathy and creating human connection,” adds Andrew.