Abstract
For this chapter we invited a number of people highly experienced and knowledgeable about South Africa and its business process outsourcing (BPO) sector to answer questions from their perspective as adviser, analyst, client, or provider. The questions covered are as follows:
-
• Please assess the current and future state of the BPO industry in South Africa. What are its distinctive qualities, and where is it headed?
-
• Besides cost savings, what value do you see BPO services in South Africa offering to clients?
-
• Are there any misconceptions about BPO generally, and BPO in South Africa in particular, that you would like to clear up?
-
• What do you foresee as the major challenges and opportunities for BPO in South Africa in the next three to five years?
-
• What advice would you give to clients and suppliers considering BPO in South Africa?
From clients we also asked for a brief description of the extent of their off-shoring. From providers we sought a brief description of the major BPO services they offer, and their current status in South Africa.
Keywords
- Foreign Direct Investment
- International Standard Organisation
- Legal Service
- Contact Centre
- Shared Service
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsPreview
Unable to display preview. Download preview PDF.
Author information
Authors and Affiliations
Copyright information
© 2015 Leslie P. Willcocks, Mary C. Lacity and Andrew Craig
About this chapter
Cite this chapter
Willcocks, L.P., Lacity, M.C., Craig, A. (2015). In Their Own Words. In: South Africa’s BPO Service Advantage. Technology, Work and Globalization. Palgrave Macmillan, London. https://doi.org/10.1057/9781137474056_4
Download citation
DOI: https://doi.org/10.1057/9781137474056_4
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-69273-6
Online ISBN: 978-1-137-47405-6
eBook Packages: Palgrave Business & Management CollectionBusiness and Management (R0)