BPESA

The Eastern Cape offers an exhilarating experience for visitors with the bustling port cities of Port Elizabeth, Uitenhage and East London that contain pockets and centres of BPO and CX skills and expertise.

Macro Economic Overview

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Major Cities and Population Areas

  • Port Elizabeth-Nelson Mandela Bay 1,176,111
  • OR Tambo District 1,354,827
  • Amatole District 816,778
  • Alfred Nzo District 807,379
  • East London-Buffalo City 775,872

Population Demographics

  • Provincial population: 6,498,683
  • Current male population: 3,068,644
  • Current female population: 3,430,038
  • Youth population aged 18 - 35: 1,843,289
  • Percentage of youth population: 29%
  • Business language: English

Economic Indicators

  • Provincial GDP in Rand: R331,093 Billion
  • Provincial GDP in US$: $22.5 Billion
  • SA GDP Contribution: 8%
  • GDP Per Capita: R55,094 ($3,852)
  • Economic Growth: 0.8% in 2018

 

Top GBS Services

Eastern Cape GBS Services

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BPO and Contact Centre Capabilities

Front Office BPO Capabilities

  • Customer Service & Support
  • Retentions, Cross-selling & Upselling
  • Customer Churn & Winback
  • Inbound/Outbound Voice Services

 

Next-Gen Digital Contact Centre Expertise

  • Instant Messaging
  • Social Media
  • Web Chat
  • Omnichannel Communications

Business Process Services

Specialist Niche Domain Capabilities

  • Learning Services Outsourcing (LSO)
  • Knowledge Process Outsourcing (KPO)
  • Data Analytics
  • Back Office Processing

 

Vertical Industries

Specialist Services

  • Automotive
  • Healthcare & Medical
  • Retail & eCommerce
  • Telecoms
  • Travel and Tourism

 

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People and Skills

Eastern Cape People and Skills

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Current Youth Population: 1,843,289

Skills and Training Initiatives

  • Agent-to-Agent Coaching
  • Blended Learning
  • Classroom Based Learning
  • Contact Centre Training
  • CX Training
  • eLearning
  • Leadership Coaching
  • On-the-job Training
  • Technical Training

Eastern Cape Domestic Services
GBS Headcount: 6,900

Eastern Cape International
GBS Headcount: 96

 

Channels and Technology

Eastern Cape Channels and Technology

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Automation and Technology

  • Artificial Intelligence (AI)
  • Biometrics
  • Business-process-as-a-Service (BpaaS)
  • Campaign Management
  • Cloud Technology
  • Contact-centre-as-a-Service (CcaaS)

 

  • Data Protection Applications
  • Employee Collaboration Tools
  • Gamification
  • Machine Learning
  • Marketing Automation
  • Mobile Applications

 

  • Quality Assurance Tools
  • Robotic Process Automation (RPA)
  • Social Engagement Tools
  • Unified Communications
  • Workforce Optimisation

 

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Customer Service Channels

  • Agent/Voice
  • Chat Bots
  • Email
  • Fax
  • Instant Messaging

 

  • IVR
  • Mobile
  • Omnichannel
  • Outbound Campaign Diallers
  • Post

 

  • Predictive Routing
  • Social Media
  • SMS
  • Website
  • Web Chat

 

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