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The Board of Directors at BPESA National has resolved to: review the BPESA value proposition and positioning; review and refine the membership model; and redefine its operating model and structure to enable it to better serve its growing group of stakeholders and respond to changes in market conditions and needs.

To plan and manage these changes, the BPESA National Board has appointed a Transition Committee with representation from BPESA Western Cape, BPESA Gauteng and BPESA KZN, international and domestic operators, the CCMG, the dti and strategic partners. The goal of the Committee is to complete the transition by the end of this year and to have appointed a new Board of Directors and CEO by the end of February 2018.

Latest data from the 2016 BPESA Key Indicator Report reveals that the BPO sector has created 222 500 jobs to date.

The BPESA Key Indicator Report is the official research publication for the South African BPO/Contact centre sector, providing insights on key industry metrics such as employment status, attrition rate, absenteeism, salary breakdown, and an overview of the South African value proposition.

The youth of today are designing the South Africa of tomorrow, but sadly many young South Africans lack proper guidance and support as well as basic life-skills training, which is critical to building a sustainable future for themselves and the generations to follow.

Furthermore, they stare a range of social pressures and challenges in the face, just waiting to derail them off course.

BPESA is excited to announce that it will, for the first time, be hosting a second installment of the popular BPESA Sports Day and will be introducing new training Boot Camps as part of its industry development initiatives.

The second Sports Day will take place in October, with the three series Boot Camps kicking off in late August which will run over 3 months.

The largest Customer Experience Management Summit in Africa will take place on the 16th and 17th of August 2017 at the Century City Conference Centre in Cape Town. Now in its 6th year, the summit has grown exponentially, already showing a 35% increase in attendees on 2016’s event.

With swift advancements in technology, industries need to be innovative and flexible to changes within the CX ecosystem. CEM Africa 2017 will explore both the current and future state of CX. The event commits to strengthen the industry within the African continent by providing a platform for the sharing of ideas and the development of the CX industry.

Recently I attended the Brexit & Global Expansion Summit in London, an event that brought together politicians, businesses, and investors for discussions on the investment implications of Britain’s tectonic decision to leave the EU.

One of the sectors we discussed in depth was offshoring and outsourcing. No one has a crystal ball, but what is clear is that Brexit has challenged so many fundamental economic assumptions about the value proposition for a British business operating a customer service centre in the UK.

Business process outsourcing (BPO) industry body and investment promotion agency Business Process Enabling South Africa (BPESA) continues to create jobs in South Africa’s BPO sector by increasing the jobs that are projected to be created across South Africa by the industry from 30 800 currently to 80 000 by 2021.

The organization aims to reach this target by continuing to build on South Africa’s strength in voice processing and further developing skills in non-voice processing functions, particularly in legal process outsourcing and knowledge process outsourcing, says BPESA marketing and communications head Melissa Wippenaar.

WNS South Africa, a leading international Business Process Management company, today announced opening of its multi-customer shared services processing centre in Centurion, Gauteng.

The new shared services processing centre will deliver a range of business processes spanning across multiple business functions such as Human Resource services, Finance and Accounting, Procurement, IT and Legal services.

According to Johann Kunz, Managing Director of WNS South Africa, this expansion marks a significant milestone for the organization. “By opening a multi-customer shared services centre of this kind in South Africa, we are extending the range of services we can offer our clients both locally and abroad. The South African BPO industry is no longer restricted to delivering processes related to contact centre services, but is now capable of providing broader solutions as well as complex business functions,” says Kunz.

On October 11 the largest international BPO investor event in South Africa took place in majestic Cape Town, as BPESA hosted the third South Africa BPO Summit. The 4-day long summit kicked off in beautiful Camps Bay with an intimate analyst/operator dinner at the 5-star, 12 Apostles Hotel.

A gathering of the industries top analysts and South Africa’s leading international operators was certain to produce interesting conversation and debate around South Africa’s growing BPO industry. The intimate morning session took place on the second day and was attended by experts from world-renowned firms such as Frost & Sullivan, Nelson Hall, Everest, Tech Research Asia, Ryan Advisory, and others.

Our opening dinner guest speaker and renowned political analyst, Daniel Silke, set the tone for the events to come. Following on from opening speaker, Solly Fourie, Head of Department of Economic Development and Tourism for Western Government, Daniel entertained guests with his candid view on South African politics. The invite-only dinner took place following the morning long analyst session and included attendees from local government, event sponsors Webhelp, key BPO stakeholders, and international delegates from the UK, Austrailia, Brazil, Canada, and the Netherlands.

South Africa has been named the “Offshoring Destination of the Year” at the 2016 Global Sourcing Association (GSA) awards ceremony which took place in London last week.

Previously branded the National Outsourcing Association (NOA) awards, the GSA award ceremony rewards best practice and celebrates the efforts of organisations and teams who have demonstrated excellence in the outsourcing world in 2015/16. This year’s ceremony brought together more than 350 members of leading outsourcing service providers, advisors, and buyers.

The BPO sector in South Africa provides an interface between many businesses and their clients locally and globally and is about delivering enhanced customer satisfaction which ultimately leads to greater profitability.

According to the BPESA Key Indicator Report 2015, “as we move away from the traditional call center being a cost center overhead which should have as much productivity squeezed out of it, to acknowledging the customer experience as the most important strategic performance indicator we need to ensure that customers engage with suitably qualified agents and have their enquiries resolved.”

The City of Cape Town played host to the 2016 BPESA National Industry Awards which took place on Saturday, 15th October, at the CTICC.

The BPESA Industry Awards continue to shine the spotlight on South Africa’s growing talent pool, honouring companies and individuals who continue to excel. This year saw an overwhelming increase in the number of entries which nearly doubled in comparison to last year.