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The BPESA Marketing team, together with the dti take pleasure in producing the international Jobs Report for the 2nd Quarter of 2018.

2,977 new international jobs were created between 1 April and 30 June 2018, which is 27% more than Quarter 1, keeping the rolling CAGR above 20%. The report also shows that 17% of the new jobs created in Quarter 2 were hired inclusively (South Africans aged between 18 and 35 years of age; having attended a Quintile 1, 2 or 3 school or being dependent on a social grant in the family or from a household with less than R6, 000 income per month), almost at the target of 20%.


The first quarter (March to May) of the 2018 Financial Year has come to an end with positive results in all our key focus areas. This newsletter provides you with some of the highlights of the Quarter and flags key events for the period 1 June to 31 August.

The BPESA Marketing team, together with the dti take pleasure in producing the first Jobs Report for 2018. It encouragingly shows growth of 2,337 new international jobs during the period 1 January to 31 March.

These figures exceed our Q1 Jobs target and keep the Sector on track for CAGR in excess of 20%. The growth rate and potential of the Sector , combined with the high and rising levels of impact sourcing, give much hope for our national efforts to attract foreign direct investment and to tackle poverty, inequality and youth unemployment in the Country.

Key Points:

- Robotics process automation delivers increased accuracy and control by standardising tedious, manual tasks. Resource time can be freed up to focus on more strategic, high-value work.

- The finance department is well-suited toward the deployment of RPA, presenting value and efficiency with certain low-complexity processes.

- Despite the lower implementation costs, efficiency and increased accuracy that RPA presents, it does not eliminate the need for human execution entirely.

- Certain tasks within the finance function do not allow for the application of RPA, particularly where a need for deep interpretation and intense analyses exists.

- RPA has the ability to help companies reduce process inefficiencies, but true process improvement and transformation will come from tapping into analytics and Big Data insights.

Travellers hoping to escape the Northern Hemisphere’s shorter days and long, cold nights this winter have a new destination: the South African Metro City of Durban, with the start of British Airways’ new direct service.

From October 29 the airline’s customers will be able to surf their heart out along the Golden Mile, explore the lush green garden province and enjoy golden sun kissed beaches with three direct flights a week from Heathrow to this spectacular South African city.

LONDON – Tyson Ballard joins Cognia Law’s Legal Operations Management Consulting Practice. A Lean Six Sigma Master Black Belt and Prince II certified Project Manager, Tyson has over 12 years of experience across legal operations, leading continuous improvement and transformation programs.

Having worked for in-house legal and private practice firms including Clifford Chance, Tyson understands first-hand the requirements, challenges and delivery expectations that clients face. Tyson joins Dominique Hainebach (Head of Consulting), an ex-Accenture partner, in the leadership team to support the growing demand for Cognia’s consulting services.

Cognia Law Consulting – Cognia is steadily building a reputation as a legal operations management consultancy, working with clients to modernise their legal operations and effectively leverage technology. Cognia provides clients with benchmarking and legal spend analysis, innovation and strategic input, and design of new legal operations with efficient and effective processes and technology that optimise cost.

The grounds of Montague Sports Arena was filled with great zeal and excitement on 7 April as BPESA celebrated its Annual Sports Day. Almost 500 agents from various companies within the contact centre industry participated in the Sports Day events.

“This event fills the hearts of everyone with the spirit of sportsmanship and unity. As the industry body for the BPO sector, we are always exploring new ways to enhance industry development across the sector. We were particularly excited about hosting another sports day as we receive an overwhelming response each year” said BPESA Digital Performance Marketing Manager, and event organizer, Amy Goodman.

The BPESA team, joined by the dti, toured the country in March, demonstrating the commitment of Government to the Sector and to BPESA, as Industry Body, and highlighting the importance of a collaborative approach to the development of the Sector.

The dti team addressed upcoming changes to the BPO Incentive Scheme, the new BPO value proposition, and the plans for investment promotion for the year ahead. The BPESA team introduced the new National EXCO, regional representatives and key partners as well as outlined the roadmap for the next five years. We concluded with a call to action for industry role players to join the BPO Sector Association as members to jointly define and shape the future of the Sector.

2018 Investment Promotion Initiatives
As most of you are aware, the severe water situation in the Western Cape led to the postponement of the GSA Summit which was scheduled for March. Discussions are well advanced with the GSA to now host the summit in October this year – still in Cape Town as the water shortage stabilises.

Updates will be posted on the BPESA website to keep you informed of the plans and opportunities for involvement.

In February, a delegation of BPESA EXCO members and the dti, attended the annual NASSCOM World Conference on Information Technology (WCIT) and the India Leadership Forum (ILF) in Hyderabad.

The theme “Amplify Digital: Disrupt the Core” paved the way for a content rich agenda. NASSCOM structured the event into various forums covering key themes impacting the world at large.

2018 is well underway; there has been a lot happening during the past quarter and there is a lot planned in our sector for the rest of the year!

This newsletter provides you with feedback from: the BPESA / dti trip to the NASSCOM ILT event in Hyderabad in February; the BPESA / dti roadshows to the regions in March; the launch of the 2018 membership proposition from 1 April; and the Sports day held in Cape Town in early April. Upcoming events are also featured including: investment promotion and skills development events for members, including the GSA Summit; the refreshing of the BPO Value Proposition for South Africa; and a number of CEO round table events scheduled for the second quarter of the year. Lastly, we also provide information on the Career and Training EXPO to be held in July and the highly anticipated 2018 CCMG / BPESA Contact Centre awards.

After much deliberation we have agreed with our partners at GSA to postpone the GSA Global Sourcing Summit & Awards to a date to be set for later in 2018. Please see the official GSA comms below.

We are confident that the event will be even more of a success and we will use the extra time to ensure that sponsors and delegates receive a comprehensive and updated offering.