The video, shared by creator and user @rakeshbforkd, features a short interview with the man as he casually reveals the reason he quit. It’s something anyone who has worked in the industry will ...

South Africa’s outsourcing industry grew significantly between 1997, when it hosted an estimated 185 contact centre operations, to 2010, when the figure was well over 1000. More recent data isn ...

Jorge Mendes has spent most of his career in the telecoms industry, working his way up from a call centre agent at Teljoy in the 1990s to Cell C CEO in June 2023. The majority of Mendes’ thirty ...

As #Women'sMonth draws to a close, financial director of CCI South Africa Anusha Ramraj reflects on her journey from call centre agent to financial director of a contact centre and shares five ...

Contact centres are booming on the continent despite the rise of artificial intelligence. As it turns out, people want the human touch.

The occupancy rate of your South African contact centre is the percentage of time agents spend on call-related activities compared to their idle time. This metric identifies agents' efficiency.

South African call centres employ about 210 000, ... a group that accounts for more than two-thirds of call-centre staff, are ... meaning the level of skill required from agents is far higher.

South Africa has a thriving BPO industry, employing over 270 000 people in six cities, 65 000 of whom serve international clients, ... When contacted by a call centre agent, ...