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Dear Stakeholder,With the holiday season now behind us, BPESA would like to welcome back all our industry stakeholders. As we look forward to the new year, we also reflect on our valued partnerships and wish for its continued prosperity.

Firstly, the Western Cape is experiencing its worst drought in more than a hundred years. Cape Town’s new “Day Zero” is April 20th‚ just 87 days away. The City of Cape Town says that industrial water use makes up only a small fraction of Cape Town’s total water use, however, figures provided to Daily Maverick by Xanthea Limberg, the mayoral committee member in charge of water, suggest that industrial water use in the city amounts to only 4.2% of the total.

BPESA is pleased to announce the appointment of a new National Executive Committee and an interim CEO.

We are excited that Andy Searle has accepted the nomination to take on the role of Interim CEO, with effect 10th November 2017, until a permanent placement is made. This is an endorsement of the sterling work Andy has been carrying out over the past months. He will join the following people in the new National Executive Committee:

Wesgro (the official Tourism, Trade and Investment Promotion Agency for Cape Town and the Western Cape) and BPESA Western Cape (Business Process Enabling South Africa) are pleased to announce the signing of a memorandum of understanding between the two organisations that will see closer cooperation to boost the business process outsourcing and offshoring (BPO) sector in the Cape.

This joint venture is established for an initial period of one year with the intention of establishing a framework for future cooperation and the possibility of stronger integration. This will include BPESA Western Cape being co-located within Wesgro’s offices, which will help enhance the service provided to investors.


LONDON — Cognia Law, a next-generation provider of legal, compliance, risk management and resourcing services headquartered in London, is delighted to formally announce the addition of another law-firm-wrapped model to the managed legal services offered to clients through a partnership with Fieldfisher LLP and its Condor Alternative Legal Solutions platform.

Customers are unpredictable and understanding their buying behaviour is simply not possible.

Well, not actually. This statement is only true for companies who have not yet harnessed the power of predictive analytics to gain customer insights. Up until now, most companies tackled customer retention by taking corrective steps after they went wrong to avoid losing out on potential customers. Today, companies can use predictive analytics to anticipate customer spending and focus on creating the right opportunities to foster customer loyalty.

The Board of Directors at BPESA Western Cape has initiated structural changes in response to changes in market conditions and needs.

These structural changes are currently being implemented and are planned to take effect by the end of the year.

As a conclusion to the implemented changes, the Board of Directors has now decided on BPESA Western Cape’s future structure.

You will recall that in my last communication in August, I shared with you the process that BPESA is undertaking to re-establish itself as a National Industry Body that is truly inclusive, representative of all its stakeholder groups and properly enabled to fulfill its mandate.

To remind us all, the mandate of BPESA is to create jobs. It does this by raising awareness of the industry’s potential internationally and domestically – in the process attracting new investments. It achieves this by helping to create an enabling environment for investments to thrive and grow – partnering with specialized institutions to develop the skills base, supporting SMEs, and providing linkages to national, provincial and local government, ensuring the implementation of pro-growth policies.

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.