BPESA is committed to finding innovative ways of delivering skills development programmes and courses to the industry, while attracting new talent through career awareness initiatives in partnership with the broader industry.
Agent at South African contact centre
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 email@example.com.
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.