BPESA

The Western Cape region is considered one of the most attractive tourist hot spots in the world thanks to its blue flag beaches, fields of Fynbos and melting pot of cultures, but there's more to it. The province has welcomed 299 direct investments, attracting over US$7.6 billion worth of FDI in just under 9 years.

Macro Economic Overview

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Major Cities and Population Areas

  • Cape Town Metro 4,351,757
  • Drakenstein 305,211
  • George 226,328
  • Breede Valley-Worcester 191,718
  • Stellenbosch 188,531

Population Demographics

  • Provincial population: 6,510,312
  • Current male population: 3,214,201
  • Current female population: 3,296,111
  • Youth population aged 18 - 35: 2,002,771
  • Percentage of youth population: 30%
  • Business language: English

Economic Indicators

  • Provincial GDP in Rand: R596,043 Billion
  • Provincial GDP in US$: $41.6 Billion
  • SA GDP Contribution: 14%
  • GDP Per Capita: R97,664 ($6,829)
  • Economic Growth: 1.2% in 2018

 

Top GBS Services

Western Cape GBS Services

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BPO and Contact Centre Capabilities

Front Office BPO Capabilities

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

 

Next-Gen Digital Contact Centre Expertise

  • Instant Messaging
  • Social Media
  • Web Chat
  • Omnichannel Communications
  • Digital Marketing Communications
  • Video Chat

Business Process Services

Specialist Niche Domain Capabilities

  • Finance & Accounting (F&A)
  • IT Outsourcing (ITO)
  • Logistics & Supply Chain Management
  • Learning Services Outsourcing (LSO)
  • Legal Services
  • Knowledge Process Outsourcing (KPO)
  • Data Analytics
  • Robotic Process Automation Capabilities
  • Artificial Intelligence (AI) Expertise

 

Vertical Industries

Specialist Services

  • Finance & Accounting (F&A)
  • IT Outsourcing (ITO)
  • Logistics & Supply Chain Management
  • Learning Services Outsourcing (LSO)
  • Legal Services
  • Knowledge Process Outsourcing (KPO)
  • Research & Surveys
  • Back Office Processing
  • Data Analytics
  • Robotic Process Automation Capabilities
  • Artificial Intelligence (AI) Expertise

 

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People and Skills

Western Cape People and Skills

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Current Youth Population: 2,002,771

Skills and Training Initiatives

  • Agent-to-Agent Coaching
  • Data Analytics Training
  • Digital Skills Training
  • Blended Learning
  • Classroom Based Learning
  • Contact Centre Training
  • Compliance Training
  • CX Training
  • eLearning
  • Leadership Coaching
  • On-the-job Training
  • Technical Training
  • Workplace Readiness

Western Cape Domestic Services
GBS Headcount: 31,364

Western Cape International
GBS Headcount: 30,641

 

Channels and Technology

Western Cape Channels and Technology

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Automation and Technology

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

 

  • Data Protection Applications
  • Employee Collaboration Tools
  • Gamification
  • Internet of Things (IoT)
  • Machine Learning
  • Marketing Automation
  • Mobile Applications 

 

  • Quality Assurance Tools
  • Robotic Process Automation (RPA)
  • Social Engagement Tools
  • Software Development
  • 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
  • Speech Self Service

 

  • Social Media
  • SMS
  • Website
  • Web Chat
  • Video Chat

 

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