Agent at South African contact centre

Skills Overview – Contact Centres

There are more than 210,000 agents working in the BPO sector in South Africa today and approximately 26,500 focused on international business only. With the rapid growth in international business moving to South Africa it is expected that these numbers will grow significantly over the next two to three years.

BPESA is committed to developing the human capital infrastructure nationally to support this rapid growth, through the up-skilling and continual professional development of the BPO and Captive labour force: agents, specialist support functions, team leaders and management. In response to the skills challenge, BPESA has formulated a comprehensive skills strategy which it is busy implementing in partnership with Provincial Government, City of Cape Town, the dti, industry operators and service-providers to develop skills programmes and targeted skills interventions that will result in a sustainable world-class BPO talent pipeline.

The BPESA skills strategy incorporates career awareness initiatives, work-seeker support services, a skills portal, and a federated skills supply chain.

Staff experience of working in contact centres

For more details on BPESA talent pipeline and skills development initiatives please contact info@bpesa.org.za.

Skills Documents & Presentations

Navigating the Skills Landscape can be daunting! On this page you can quickly access and read documents and presentations that will provide you with useful information on Strategies, Practices and Trends, as well as legislation relating to Skills Development in South Africa. The first Section “The Skills Landscape” provides links to Policy Documents, Research Reports and presentations on skills development in the Sector. The second Section “Skills Strategy” provides a link to the BPESA skills strategy document. The third section “Competencies” provides a summary of the competency survey conducted in 2013 and the generic competency profiles for seven key BPO roles that are currently the focus of the BPO skills development strategy.

Media

Impact Sourcing at Scale: Moving from ideas to Practice

VIDEO 5th August 2015

BPESA Industry Awards - Gauteng

GALLERY 29th July 2015

South Africa Offshoring Summit - Analyst Interviews 2015

VIDEO 21st July 2015

South Africa BPO Summit 2015

VIDEO 19th July 2015

BPO Conference (Table Bay Hotel) - SA Offshoring Summit 2015

GALLERY 10th July 2015

BPeSA Annual Industry Awards Banquet - 23 November 2013

GALLERY 3rd July 2015

SABC Interview with Gareth Pritchard at Offshoring South Africa 2013

VIDEO 29th June 2015

South Africa BPO Summit 2015

VIDEO 29th June 2015

ETV News – South Africa Outsourcing & Offshoring Summit 2013

VIDEO 29th June 2015

Why South Africa is the Ideal Outsourcing Destination

VIDEO 29th June 2015

SABC 2 Interview with BPESA CEO Gareth Pritchard

VIDEO 29th June 2015

Offshoring South Africa 2013 - Analyst Day

VIDEO 29th June 2015

SABC Interview BPO / Offshoring South Africa

VIDEO 29th June 2015

Investor Dinner (GOLD Restaurant) - SA Offshoring Summit 2015

GALLERY 10th March 2015

Closing Drinks (BPeSA Rooftop) - SA Offshoring Summit 2015

GALLERY 10th March 2015

Investor Lunch (De Grendel) - SA Offshoring Summit 2015

GALLERY 10th March 2015

Opening Dinner (Table Bay Hotel) - SA Offshoring Summit 2015

GALLERY 10th March 2015

Analyst Session (Asara) - SA Offshoring Summit 2015

GALLERY 10th March 2015

Harambee Candidates: The Story of Simphiwe Hlongwane

VIDEO 5th August 2014

BPeSA Skills Portal Launch

GALLERY 28th January 2014

Investor Drinks - 22 November 2013

GALLERY 28th November 2013

Investor Dinner - 21 November 2013

GALLERY 28th November 2013

Investor Dinner - 20 November 2013

GALLERY 28th November 2013

Skills Event - August

GALLERY 9th September 2013

Agent Sports Day

GALLERY 15th May 2013

Key Indicator Report Launch - 10 May 2013

GALLERY 15th May 2013