BPESA Newsletter Issue 2 2023

DELIGHTFUL MILESTONES AND INITIATIVES LAUNCHED

MOMENTUM AND SUCCESS ACHIEVED BY BPESA AND MEMBERS & STAKEHOLDERS

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NEWS

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26 IMPACT COLLABORATION PURPOSE 10 NATIONAL UPDATE South Africa is buzzing and brimming with opportunity with BPESA at the helm. DIGITAL INSIGHTS Unveiling the power of technology in today's world. 06

CEO FOREWORD

Dear BPESA Members, Partners and Stakeholders,

As we welcome in the refreshing spirit of South Africa's Spring, I am thrilled to reflect on the first half of the year, which has showcased remarkable growth within our sector. This growth is vividly evident in our Q1 Jobs report, and it is a testament to the dedication and dynamism of our industry.

Over the past months, we have witnessed the launch of several exciting initiatives that underscore our industry's commitment to upskilling, Impact Sourcing, and Leadership development. These efforts exemplify our industries transformative power, and I take immense pride in the role we play in contributing to our country's social and economic upliftment.

Our newsletter offers an overview of the developments and activities that have kept us incredibly busy. In response to this growth, we have expanded our team to better serve your growing and diverse needs. Furthermore, I am delighted to share that we are transitioning into a hybrid working model, allowing our virtual team to engage in a live environment. This transition promises not only to enhance the

BPO Industry

well-being of our team but also to foster cross-collaboration on the numerous projects we are spearheading on behalf of our industry.

In recent months, we have hosted a series of engagements, webinars and knowledge sharing sessions, including our CEO Connects across various regions. These have all provided invaluable opportunities for our supplier community to forge meaningful connections with operators. We have also made strides in our CapeBPO alignment and partnership, along with the launch of our Women in Leadership program, which encompasses both a Mentor/ Mentee program and a facilitated Women in Leadership course. As we continue our commitment to upskilling, the inaugural Leadership Bootcamp masterclass has successfully taken place, and I eagerly anticipate the upcoming sessions with additional training member partners scheduled over the next two months.

The remainder of the year promises to be equally eventful. BPESA is actively participating in international engagements that extend beyond traditional BPO CX, expanding

our presence in the thriving Professional and Shared Services arena, as well as the Digital segment of the GBS sector. Our collective industry has much to offer the local and global community, and I am eagerly anticipating the celebration of this excellence at our Annual BPESA GBS Alchemy Awards, to be held in Cape Town this year.

If you haven't already secured your seat at the conference and awards, I encourage you to do so. It promises to be a rewarding week of connection, knowledge sharing, strategic discussions, and celebration.

I extend my heartfelt gratitude for your unwavering commitment and resilience. We are indeed #StrongerTogether.

LEADERSHIP UBUNTU TRUST

DEMAND STIMULATION

DEMAND STIMULATION

NEW KEY ROLES

We are thrilled to inform you that we have a new key addition to the BPESA team. We recently welcomed Angela Kays, who has taken on the role of Investment Promotion and Investor Relations Lead, from July 2023. Angela brings extensive experience and a remarkable reputation in the BPO industry, having made notable contributions during her tenure at GEDA and InvestSA at the dtic. We are confident that Angela's expertise will greatly benefit both BPESA and the GBS community.

Angela's arrival marks an exciting chapter for our organisation. Her vast knowledge and skills in investment promotion will undoubtedly contribute to the growth and development of the industry in South Africa.

We are sincerely grateful to Traci Freeman for her exceptional work in supporting this role over the past few years. Traci's contributions to investment promotion and the overall industry growth in South Africa has and will remain invaluable.

Recognising her exceptional skill set, we have identified key priorities within BPESA where she will further excel. These priorities include marketing, organizing events such as the Annual BPESA GBS and BPO conference, conducting research, and focusing on peopleorientated initiatives, including the BPESA Alchemy Awards and leadership development programmes. We are confident that Traci will continue to play a pivotal role in the success of BPESA and industry at large.

DIGITAL INSIGHTS

INTRODUCING DIGITAL INSIGHTS: UNVEILING THE POWER OF TECHNOLOGY IN TODAY’S WORLD.

DIWe are thrilled to launch our new segment, Digital Insights, where we delve into the transformative role of technology in the GBS sector. In our inaugural publication, we explore the remarkable impact of natural language understanding (NLU) and voice recognition technologies on contact centers. Discover how these advancements are revolutionizing customer interactions, streamlining operations, and elevating customer experiences. Elerian AI have developed these technologies into a compelling offering of Digital Voice Agents.

Conversational AI For Business Process Outsource Centres – Speaking South African!

Conversational AI, particularly Digital Voice Agents (DVAs), is transforming the operations of Business Process Outsourcing (BPO) centres worldwide. These intelligent agents can speak the language of customers, providing exceptional caller experiences and revolutionizing customer service in various industries.

Insurance claims can be a stressful process, especially when you're dealing with the aftermath of a car accident. Contacting your insurance provider shouldn't add to the hassle. However, many businesses, including insurance companies, struggle to ensure quick and easy access to the right people. This is where chatbots or DVAs can make a difference.

Despite initial scepticism, using a DVA for insurance claims is ideal due to the structured nature of the process. DVAs can triage and perform initial identification and verification (ID&V) of customers before transferring the conversation to a human representative. While some may prefer speaking to real humans, there may be limitations in staff availability or their ability to answer accurately and confidently, especially during odd hours. Accidents don't just happen from 9 to 5.

For more on this article, click here.

Stay tuned for more exciting insights as +we continue to explore the digital landscape and its profound influence on our lives.

The Digital Insights

are membersonly event. Members may recieve the links to the above videos upon request.

HUMAN CAPITAL

Humanising the HR Landscape - Samkelo Blom

Celebrating Success: BPESA

Human Resources Forum

Delivers Insights and Inspiration

In the spirit of progress and collaboration, we are thrilled to commemorate the remarkable success of our recently hosted Human Resources Forums. These digital events have provided a dynamic platform for HR professionals, industry leaders, BPESA members, staleholders and visionaries to converge, converse, and catalyse change. With two impactful forums already behind us, we look back at the meaningful discussions and insights that have shaped these gatherings.

The forums have taken an immersive approach, offering deep dives into critical topics that are shaping the landscape of modern HR practices. Let's reflect on the key highlights from these engaging sessions:

1. SAYouth Platform Demo (Practical Session): The latest forum set the tone by offering a hands-on demonstration of the SAYouth Platform's capabilities. This enlightening session showcased its real-world applications, offering our guests an invaluable opportunity to explore its potential in talent acquisition, onboarding, and professional development.

2. Shifting Organisational Culture: Culture is the cornerstone of a thriving workplace, and our forums addressed this vital aspect head-on. In-depth discussions centered around

Shifting Organisational Culture highlighted its profound impact on employee engagement, innovation, and overall business success.

3. Updates/Discussion on the Amended Employee Equity Act: As responsible HR stewards, staying abreast of legal updates is pivotal. Our latest foru, dedicated a session to the Amended Employee Equity Act, delving into its nuances and implications for fostering workforce diversity and inclusion.

4. Financial Wellness and Global Retention Strategies: The well-being of employees is paramount, extending beyond the professional realm. The first forum of the year underscored the significance of Financial Wellness, offering insights into how enhancing employees' financial literacy and well-being can lead to higher engagement and productivity.

Overall, these forums have become an invaluable resource for knowledge exchange, networking, and inspiration within the HR community and Global Business Services sector at large. To those who actively participated, we express our gratitude for your insightful contributions. And to those who missed out, we offer the chance to catch up and tap into the wealth of information shared.

For those eager to revisit these enlightening sessions or to dive into the discussions for the first time, we invite you to explore the comprehensive recaps available on the links below.

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HR FORUM July 2023

Topics: 1. SAYouth Platform Demo (Practical Session)

2. Shifting Organisational Culture

3. Updates/Discussion on the Ammended Employee Equity Act

HR FORUM March 2023

Topic: Financial wellness as well as the new strategies and plans implemented globally to retain staff.

The HR Forum Webinars are members-only events. Members may recieve the links to the above videos upon request.

NATIONAL UPDATE

The remarkable success of the recent regional forums hosted in the various Tier 1 and Tier 2 regions. These forums have become a platform for our members, partners, and stakeholders to come together, share insights, and drive meaningful discussions on critical industry topics. The support and active participation of our community have truly made these events a resounding success.

Our national initiatives have gained momentum, thanks to the dedication of our members and the collaboration with various partners and stakeholders. These forums have showcased the power of unity and knowledge-sharing within our industry, fostering innovation and growth of the GBS and BPO sector in the process.

It is our pleasure to announce a pinnacle event on our horizon—the Annual BPESA GBS &BPO Annual Conference 2023, scheduled to take place in the picturesque city of Cape Town this November.

Building on the spirit of our regional forums, this flagship event promises to be a gathering of industry leaders, experts, and enthusiasts from across the nation. It's an incredible opportunity to delve deeper into industry trends, network with like-minded professionals, and explore the potential of our sector.

For more information about the BPESA GBS & BPO Conference 2023, click here.

THE BPESA GBS & BPO CONFERENCE 2023

Set to take place in the Western Cape and spanning over 3 days, from 7th November until the 9th of November 2023, this national event offers several opportunities for the BPO & GBS Sector to dive into the dynamic world of Business Process Outsourcing (BPO) and Global Business Services (GBS) as i ndustry leaders and visionaries gather to exchange insights, ignite new ideas, and map out the future of offshore excellence. For more information, click here.

DID YOU KNOW?

South Africa has been recognised as the leading destination by travel enthusiasts, surpassing New Zealand's consecutive ten-year hold on the title. This achievement demonstrates the undeniable appeal of South Africa's beauty and value to both travellers and investors.

Read the full article here.

Gauteng CEO Forum

Kwa-Zulu Natal CEO

Eastern Cape CEO Forum

Western Cape CEO Forum

WINNER SPOTLIGHT

SEAN BURR – SOLUGROWTH TOP GBS WORKFORCE PLANNER

Whilst it was thrilling to receive recognition at a Gala Awards Evening, along with the generous prize, winning the award for me was more about the point that I was in fact able to be in the position in the first place to submit a nomination let alone succeed as the overall winner

What I mean by this is, is that our company, SoluGrowth, had a very successful 2022 where we nearly doubled our headcount by winning significant business from one of our US-based multinationals that outsources a variety of Finance, Accounting, HR and ERP support services via an Off-shoring GBS Model

The vast majority of these roles weren’t due to organic growth of our Client, but more about them sending work to South Africa from other Global Regions (mostly the US and India) as they had started to realise the value that qualified and skilled professionals with an extremely high work ethic can bring to their Business

Each and every time we filled a role it created a true sense of pride in that we are able as a company, as well as an Industry for that matter, were supporting job creation and economic growth in South Africa and changing the lives of our employees and their families at the same time too

I am currently a Senior Manager: Finance & Accounting at SoluGrowth which is a leading BPO Provider for Local and Multinational Companies

We provide an array for Finance & Accounting, HR, Payroll and IT Outsourcing Services which is the core of our Business.

We also offer Consultancy, Digital Transformation, Recruitment and Placements Services and we operate out of Pretoria, Johannesburg, Cape Town, Durban and recently Cairo, Egypt with about 350 staff. For myself personally, I’m overseeing about 60 FTEs that provide an array of Accounting, Tax, Audit, Revenue, Billing, Accounts Receivable, Treasury and Legal Services to our Clients.

I attended the BPESA Alchemy Awards Dinner and it was a well run, professional and exciting event to be a part of. An excellent choice of venue along with the food, drink, visuals, sound, guest speakers and much more made if an evening never to be forgotten. Finally, the Dinner and Event provided excellent Industry networking opportunities. As this was my first time attending the BPESA Alchemy Awards Dinners, I was truly blown away and looking forward to attending many more!

Winning the BPESA Alchemy Awards for Top Operations Manager 2022, really put things into perspective for me At first, it was such a rush because I never imagined that I had made that great an impact!

Before winning I had times where I questioned myself as this was not the career path I had planned out, but in our industry, I found me I found what makes me tick, what excites me, what drives me and where my passion lies After the announcement, I took some time to reflect on my journey thus far and up until this day, when I close my eyes and think back to that beautiful night, I get those feelings again The amount of joy that surges through me is unexplainable! The relief that all my effort, tears, sacrifices, bumpy rides, long hours, highs and lows were all finally worth it

Since then, I have had the opportunity of meeting exceptional leaders, getting to know great people and understanding their journey It had me thinking about my career and what I else I wanted to achieve within this amazing industry I concluded that I wanted to learn more I want to know more, dream more and bigger so that hopefully, I can reach and inspire more young people to pursue their dreams and give contact centres a chance There's this quote I really love by Benjamin Franklin, and it's something that I have kept with me for years I remember using it in my manifesto to become Head Girl, "Before you can lead, you have to know how to follow" With that in my heart and mind, I took a step back, not for any lack of opportunity but simply because of being inspired by my new goal.

I decided to pursue learning the other side of the fence Transitioning to the Customer Experience journey which is very different to what I became accustomed to as I had been in the sales environment since I started my journey

The one thing I see in a lot of spaces (in and outside) contact centres is that a lot of individuals that are in leadership positions do not want to learn things from the ground up anymore But me? I want to know everything! I want to be able to answer any question relating to business processes, metrics AND the product I want to know how all the systems work, what the processes are, call mechanics, etc I must know how to follow these processes before I can lead them.

The main things I strive on is learning, development and implementation And what better way to implement these learnings by first following? Being able to impact the lives of others, having an opportunity to bring about change, to learn, teach, groom and grow has always been very dear to my heart and a privilege that I will never take lightly As a leader, it is our responsibility to carry out the above-mentioned It is what we're called for I started my new journey at beginning of this year, in the capacity of a Team Lead I knew that the road ahead was going to be an adjustment, but it had to be done in order for me to accomplish what I am now working towards It has not been easy, but I have been going through one of the best training experiences I've ever encountered and to some it may seem like I made a silly decision because winning this award opened doors

That's easy, I'm not I'm elevating, I may have taken a step back with a title, but as a leader I've taken 10 steps forward This award has renewed my vision, it has made my goal clear I've never been more determined to want growth than I am now I have never been more determined to enter for more awards and to see my name light up as it is written in the stars

I have never been afraid of putting in the work and as difficult as this adjustment has been, I have already grown so much as an individual and as a leader I am so excited for my growth journey at EXL and to watch my personal goal become a reality!

Learning has always been what fuels my journey and I hope that whoever comes across this article is reminded that it is more than okay to want validation and to work for it! It may seem that your efforts are not being recognised but keep going! Someone is watching! Apply for these awards, they place you in rooms you've never even thought of It's a key that will unlock so many doors! Just keep pushing! Keep on keeping on

To this day, this award means everything to me It's my daily reminder that;

a) Nothing is impossible and with God on my side, all things are possible aslong as I put in the work

b) Your age does not define the level of success you're allowed to achieve at!

c) Don't allow anyone to hinder your growth!

Watch this space BPESA, I'm coming back!

MARLENE DE LANGE - TOP GBS OPERATIONS MANAGER

ABSA PHASE 3

An opportunity to partner with BPESA to deliver demand-led, funded training requirements for the GBS (Global Business Services) sector

THE ABSA PHASE 3 CROSS- SKILLING PROJECT REQUIREMENTS INTRODUCTION

As the recognized industry body for the Global Business Services sector in South Africa, BPESA has partnered with Absa on the 3rd phase of its funded cross – skilling project whose main objective is to target unemployed youth that have been excluded from the formal economy and to pathway them into entry-level jobs in the GBS sector.

The BPESA partnership with Absa has progressed across two multi-year projects and has demonstrated the power of collaboration to create meaningful impact for unemployed youth, enabling their employment into the sector, and embarking on successful careers.

The Global Business Services sector represents a significant opportunity for BPESA and Absa to continue its partnership to address systemic unemployment challenges and to build innovative and impactful talent solutions to support the growth of the South African GBS sector, thereby enabling inclusive economic growth.

FUNDING PRINCIPLES

By partnering with Absa Bank and utilising their funding support, BPESA aims to address the skills gap in the GBS labour market by implementing targeted cross skilling, up skilling and future skilling training programmes and initiatives to develop alternative talent acquisition pipelines to support growth of the sector. The objective being to innovate talent solutions at scale and to enable the beneficiary of the funding to execute and deliver on demand led, impact sourcing, inclusive hiring, technology-enabled learning solutions and sustainable career placement outcomes.

PROJECT OUTCOMES

1. The Absa Phase 3 Cross- Skilling Project funds a fully completed “Outcome”. An Outcome is an excluded youth candidate, sourced via SAYouth.mobi, and that meets the following criteria:

a. SA Citizen,

b. between the ages of 18 and 34 years, with experience in the retail and hospitality sector.

2. Furthermore, an Outcome includes the training/education of the candidate for a minimum of 3 weeks so that they are “work ready” and eligible for employment and that they are then employed into a permanent/FTC job in the GBS sector.

3. The Sub-Implementer will be required to report on the closing of relevant gaps as well track the learner journey post the program using FSP.

EVIDENCE:

There is a requirement for sub-implementers to provide a set of documents that serve as evidence of a successful completion of each outcome. This requirement can be onerous, and the sub-implementer must be willing to provide the resources and processes to ensure the evidence is successfully provided and that it meets the auditors' requirements.

The following documents and reports will be required for EACH candidate or candidate intake where applicable:

EXPRESSION OF INTEREST SURVEY

BPESA is partnering with Absa for the provision of work readiness training of unemployed youth that have prior experience in hospitality and retail, or if they have graduated from a TVET college and are now unemployed.

Response to the survey is a requirement for BPESA to evaluate and select interested providers for their inclusion in the project. Funding will cover a stipend during a 3-week work readiness training program as well as a salary top-up stipend during the first month of employment

Responders are encouraged to be brief while providing as much information as is necessary for BPESA to do a fair and accurate assessment to select implementation partners that will contribute to the success of this project.

Should you wish to be a part of this initiative, please CLICK HERE to complete the EOI application by no later than Friday, 1 September 2023. Please note that our evaluation process will be based on EOI submissions only. Non-BPESA members are welcome to respond however successful applicants will be required to be BPESA members.

An online briefing session will be conducted to discuss additional information on the funding and the requirements for this EOI.

Briefing Session Details:

Date: 29 August 2023

Time: 13h00 – 14h00

CLICK HERE to RSVP

For more information, please email skills@bpesa.org.za

Kind regards,

The BPESA Team – Special Projects

WINNER SPOTLIGHT

TAMEZ GOVENDER - CCI TOP GBS ANALYST

Winning the award for the Top GBS Analyst holds immense significance to me. It represents a remarkable milestone in my career journey and serves as a validation of the hard work, dedication, and passion I have poured into my role. This recognition not only acknowledges my expertise in customer experience analysis but also reflects the impact I have made in driving positive change within the industry It is a humbling honor that motivates me to continue pushing boundaries and striving for excellence in my field

In the current industry I feel like there is endless opportunities and growth working with data and innovative solutions to provide a better service drives me to achieve the next step within my career Every day is a new experience with something new to learn, at this point of my career there is endless opportunities I will strive to achieve, ensuring I have a positive contribution to the industry

Reflecting on my journey and the recognition I have received through winning this award, I am inspired to share my experience and encourage others to participate in similar industry awards. These awards provide a platform for professionals to showcase their skills, knowledge, and achievements.

By participating, individuals not only gain recognition for their expertise but also contribute to the overall growth and development of the industry Sharing experiences and insights through these awards helps foster a collaborative and innovative environment, driving advancements in customer experience practices

I urge fellow professionals to embrace such opportunities, celebrate their achievements, and inspire others through their own journeys, ultimately raising the bar for excellence in our field

LEE HENDRICKS - WNS TOP GBS TRAINER / COACH

Winning the award holds great significance to me It is a testament to the hard work, dedication, and passion I have put into my role as a trainer in the Global Business Services (GBS) industry

It validates the impact I have made in helping individuals and teams grow, develop their skills and achieve their goals Winning this award motivates me to continue pushing the boundaries of what is possible in training, and it reinforces my commitment to making a positive difference in the lives and careers of others within this industry

Currently, I am in a strong position in my career as a Voice and Communications Trainer at WNS Winning the Top GBS Trainer/Coach award has not only affirmed my expertise and effectiveness in this role but has unlocked new opportunities for me within WNS to have a larger impact

I am currently working hard in delivering training programs, developing different strategies as well as facilitating growth and performance improvement initiatives I am actively seeking collaborations and partnerships to expand my reach and make a broader impact on the professional development of individuals and the success of my current organisation and others if they are interested in having me assist them

Participating in the BPESA Alchemy Awards was a transformative experience for me and I encourage others to seize the opportunity to participate in these awards The awards provide a platform to showcase your expertise, gain recognition within the industry and importantly to connect with like-minded professionals The evaluation process ensures a fair and rigorous assessment of skills, knowledge and achievements thus lending credibility to the winners. By participating, you not only put yourself in the spotlight but also contribute to raising the standards of training and coaching excellence in the GBS industry

My experience with the BPESA Alchemy Awards was truly enriching It allowed me to connect with industry leaders, learn from their experiences and expand my professional network

The awards ceremony was a once in a lifetime opportunity, a celebration of the hard work and achievements of individuals and organizations, creating a sense of camaraderie and inspiration It was a valuable opportunity to gain insights, exchange ideas and stay updated on the latest trends and best practices in the GBS industry

In conclusion, winning the Top GBS Trainer/Coach award at the BPESA Alchemy Awards has reinforced my commitment to excellence and has opened up exciting possibilities for my career I am extremely grateful for the recognition and the chance to inspire others in the industry. I encourage all aspiring trainers and coaches to participate in these awards, as they provide a platform for growth, learning and industry-wide acknowledgement of their expertise and contributions

WINNER SPOTLIGHT

Surgo achieved recognition at the BPESA Alchemy Awards 2022, after being nominated in four categories for the Top Work from Home/Hybrid Solutions Award; Top Emerging Operator award; Top GBS Support Professional Award, and Top Technical Innovation Award

Rudé Alley, Managing Director of Surgo expressed her gratitude and excitement after winning in the category of “Top Emerging Operator”

We express our heartfelt gratitude to every member of the Surgonian community for their invaluable contributions in creating, growing, and effecting change to make this remarkable feat a reality This achievement has been made possible solely through the unwavering commitment and tireless efforts of our Surgonian tribe Our primary objective is to generate awareness and promote the numerous exceptional opportunities that the GBS sector offers to the ordinary citizens of South Africa. We are dedicated to fostering understanding and highlighting the significance of diversity, inclusion, and transformation in this evolving work landscape Moreover, we aim to demonstrate the feasibility of working from home in the BPO industry while emphasizing the crucial need to prioritize employee health and well-being amidst the volatile socio-economic conditions we face

Our commitment to the pursuit of workplace equality remains resolute, as we strive to create, grow, and be the catalyst for the transformative change we aspire to witness in the world of work “Create Grow Change ” is a shared collective mission statement embraced by our group However, what does it truly signify? Andre Van De Merwe, the Chief Operations Officer at Surgo, sheds light on the essence of our mission: "Create, Grow, Change has emerged as our central objective and guiding principle for the realm of work Through this collective mission, we aspire to improve and enhance the world of work, fostering a more inclusive employability landscape that benefits everyone

The management team operates with a shared mission at its core:

• Our aim is to create a sustainable world of work that accommodates the needs of all generations entering the workforce

• We strive to grow our organization to address unemployment by providing readily available employment opportunities through a work-fromhome/hybrid work solution

• We are committed to challenging traditional work practices and fostering innovation by developing new methodologies, technologies, industry standards, and management styles through comprehensive training and development programs Our goal is to shape a better world of work for future generations

The Annual BPESA GBS Alchemy Awards – an event to behold!

The three-day conference offered attendees the exceptional chance to network with regional and global business executives from a variety of industries, including technology, communications, financial services, legal, and healthcare, to mention a few As each Surgonian awaited in anticipation around the country, with high hopes of winning an award The announcement of Surgo securing the Top Emerging Operator award and, nominations in the other 3 categories empowered our company’s morale and dedication to customer service excellence

The exposure and affirmed recognition received at this event have encouraged the Surgo brand to do more in creating an inclusive and diverse work environment that is sustainable through transformation, training, and development Head of Human Resources at Surgo Jacqueline Kallis, positions the brand with this statement: “Surgo is a business built by people for the people We’re a Global Service Provider with a unique objective and mission One that is not just for profit and personal gain, but for a sustainable, mutually beneficial relationship between employee and employer ” Surgonian Pride flies high as we step into the second quarter of 2023!

TOP TECHNICAL INNOVATION iME

This award is inspirational as it validates our hard work, dedication, and innovation in the tech industry It serves as recognition of our commitment to our customers by providing them with a high-quality video platform This award has enabled our future state design which is currently being launched with many new features The exposure gained from this journey helped us reach a wider audience and attract new customers and partnerships

We strongly encourage others to foster growth and development and push themselves to constantly innovate, improve their products and services, and stay ahead of the curve This award provides a platform to learn from industry leaders, gain exposure, and build a strong network of professionals In a dynamic and rapidly evolving

TOP GBS SUPPORT PROFESSIONAL FUZISWA MOYO

The award is validation to me that employee experience is a key ingredient to the measurement of success in our industry Our entry was based on thoughtfully digitised solutions to humanise the hiring journey for new joiners, humanising the work of HR professionals and reducing the cost to the candidate to access employment.

I worked with my team on a vision starting off with a mantra to make Human Resources human again In bringing this to life we built a digitised solution that we were extremely proud of We knew it was brilliant and thoughtful and we weren’t shy to let the industry know of our work. When the award entries were open, we jumped right in. The process itself was seamless, digitised and worth the tough interviews

industry, adaptability and innovation are paramount for success For us, this realisation led to a transformative journey in 2022 By identifying the challenges faced by organisations and applicants alike, we embarked on a mission to revolutionise our product and services

Guided by a set of design principles we embarkedon a comprehensive revamp, allowing for greater flexibility and future enhancements These efforts enabled us to launch a new system that not only services the existing market but also positioned us for expansion into new markets

AWARDS UPDATE

Your accomplishments deserve recognition, and what better platform to showcase them than the prestigious BPESA GBS Alchemy Awards? Seize the moment and set your journey to success in motion. CLICK HERE to enter today:

GBS EVENT 2023

Early Bird Bookings for the highly anticipated South African Annual GBS Conference and Alchemy Awards is now open! Whether you're looking to participate, collaborate, or become an event sponsor or partner, connect with our dedicated team at events@bpesa.org.za / awards@bpesa.org.za

Building careers and changing lives in South Africa’s GBS sector

s enjoying rapid growth, becoming a major glob oring h diversity of international industries being served ranging from ancial services, utilities to education and retail

f iContact BPO, this surge in international business shows no sign of abating, ovider being in high demand, notably in the United States and Canada “By far the greatest win for South Africa’s GBS industry is from an impact sourcing and youth employment perspective, with thousands of young South Africans finding meaningful and stable employment and career progression in this industry

“Across our business, impact sourcing is a strategic imperative for us The results and rewards are very clear in the performance of our people who are motivated and committed to delivering their very best potential, seizing the opportunities for their career development with both hands,” explains Cohen About 90% of iContact BPO employees are recruited through impact sourcing, the average age is 23, 65% are women and 10% are disabled

“Our employees also have access to a diverse range of job roles and opportunities to pursue. The creation of a focused and specialised learning and development arm within our holding company - SA Business School and the Impact Sourcing Institute of South Africa – means that current employees and new learners have an unrivaled opportunity to progress their careers and professional development

an opportunity that is actively promoted and made accessible to all employees with the drive and ambition to take charge of their outcomes

“Our impact sourcing recruits gain professional skills and transferable credentials that are applicable in many areas such as business development, administration, management, human resources, operations, IT support, training and development and so on Today’s customer service agent could be tomorrow’s team leader, HR professional, trainer or payroll manager A global business services environment like ours opens their eyes to the many diverse roles and opportunities within our businesses, with an employer that is willing to invest in their potential with focused learnerships and training interventions that sees them attaining a recognised qualification,” explains Cohen

“We are very proud of the fact that we have young people from disadvantaged and disabled backgrounds who started with us in entry level roles and have progressed to senior management and leadership roles in our business. Our impact sourcing models exceed the matrix of what our customers want and what our business needs There is the real satisfaction of being able to do well as a business, by doing good in our community, for the people who need the door opened the most,” concludes Cohen

South Africa’s GBS market was ranked first as the Most Favoured Offshore CX Delivery Location for 2021 in the annual Global Front Office BPO Omnibus Survey by Ryan Strategic Advisory Additionally, the country received further recognition as a High-Performing Customer Lifecycle Management Offshore Location in the GBS World Competitiveness Index.

WINNER SPOTLIGHT

KAYLEN MOODLEY - WNS TOP GBS TEAM LEADER

Winning this award was the greatest achievement any young leader would want to achieve It felt so amazing, and it is a moment I would relive again and again I took the opportunity to visit my high school and took the award with me to show the future leaders and youth in my community that it is possible I achieved one of the most important awards in the BPO industry in South Africa

I now keep my super cool trophy at my desk in the office, where it’s a constant reminder that dreams do come true Our company WNS went out of its way to ensure that I felt like a winner and that the prizes kept coming

I have been given the opportunity to move into a CDP Operations manager position within the UK utility space, where I lead a Team of 108 people, including 7 Team Leaders. We are currently the best-performing and consistent department in WNS Durban.

All this is through inspiration, and the plan is to continue growing When I began my journey in the BPO industry in 2013, I failed four times to get into a Team Leader position I was resilient and promised myself that I would not be nervous in an interview again I did it, and after ten years of being in a Team Leader role, I was given the fantastic opportunity to participate in the interview process for the BPESA GBS Alchemy Awards

It was such an enriching experience, and I met some amazing judges during the process When my name was called out on the night of the awards, I couldn’t stop myself from shedding tears of joy! The experience was indescribable and something to strive for

Once again, thank you, BPESA, for allowing me to go for Gold and enhance my career projection I will continue to lead with passion and ensure that I make a difference each day in as many people’s lives as possible

RYAN SMALL TOP GBS CUSTOMER SERVICE PROFESSIONAL

Having won the 2022 award was an unexpected yet satisfying/pleasant achievement Having been employed at the time of the awards just under a year in the BPO industry made it more special considering that I was considered a “newbie” if you like Overall, it gave me sense of confidence to potentially consider growing within the BPO sector and attempting to make a significant contribution within the company I am employed at, being WNS.

I have since, being a senior associate been promoted to lead associate on my campaign or within WNS and have been invited to apply for 2 assistant manager positions however, my application was considered unsuccessful unfortunately The reason for this is due to the fact that I have not at the time of applying gained enough experience as per my interview feedback which was accepted at the time

I have since been offered employment outside of the BPO sector and am pursuing to grow or further my career within the environmental analytical chemistry industry as an administrative business development role which I am eagerly looking forward to

I found that being a part of the 2022 BPESA awards was an eye opener for me personally as it gave me a better perspective of the industry and the role the industry plays in the growth of the country Before being employed in the industry I assumed or perceived it as individuals sitting with headsets to say the least..:) how wrong I was I am very for the growth of this country and creating employment which is a dire or burning concern

PEOPLE PORTFOLIO

Ask any South African or visitor to our beautiful country what they love most about South Africa, and one response invariably stands out - "The People." Our biggest asset, our true gold. The warm engagement with a South African leaves one with a smile, a sense of meaningful connection, and a feeling of genuine care and concern. It is for this very reason that BPESA has dedicated itself to a portfolio focused on 'People'.

Mentor-Mentee program tailored for up-and-coming female leaders within GBS and BPO operations.

Enhancing the GBS & BPO Industry through People and Leadership Initiatives

In order to continue supporting and growth the GBS and BPO Sector, BPESA's commitment lies in working closely with our Skills team to back and continue industry growth, engaging both those currently employed and those yet to be employed in the ever-expanding Global Business Services and BPO sector. Our remarkable industry growth over the past five years, with an annual growth rate of 22–24%, has underscored the need to nurture a more robust talent pool for the sector.

In an effort to encourage operations and BPOs to organically cultivate their own leadership, BPESA has launched both the 'Leadership Bootcamp' and the 'Women in GBS Leadership' programs.

We've extended the invitation for both male and female Mentors, who can hail from any organisation, to participate. Likewise, operators are urged to nominate two female Mentees with promising leadership potential within their organisations to partake in this enriching 12-month growth and development program. Those who've previously engaged in similar initiatives can attest to the profound personal and professional growth experienced by both the Mentee and Mentor. The program includes periodic live/virtual group sessions and two-hour, one-on-one sessions every six weeks, fostering a meaningful Mentor-Mentee relationship. If you haven't already signed up for one of these roles, you can do so here

Any queries you may have around either of the BPESA People and Leadership focused programs, please contact Traci Freeman – traci@bpesa.org.za

Leadership Bootcamp: The 'Leadership Bootcamp' offers a variety of leadership-focused programs provided by esteemed training member organisations. These programs encompass a wide range of pertinent leadership development and growth concepts, allowing operations to complement their internal training efforts and expedite the development of leaders within their organizations. To further bolster this initiative, special BPESA member rates have been negotiated with service providers, making it more accessible for contracting organisations to invest in their talent.

Women in Leadership Initiative: In alignment with global and local efforts to empower women in the workplace, BPESA has launched the 'Women in Leadership' initiative. This programme comprises two distinct initiatives, the first of which is a

To further bolster the growth of our exceptional female talent, BPESA, in collaboration with The Networking Company, has introduced an exclusive accredited program, AMARA - Women in Leadership. This program accommodates a small, focused group of 25 to 35 delegates at a time, presenting an abundance of content delivered in manageable, bite-sized chunks by recognized facilitators. Participants also enjoy 12-month access to the program's content following its structured completion. Special BPESA member rates for this accredited program are available. You can find more information on the program here [Insert program link overview], and the booking form for the inaugural program, commencing in September, can be downloaded here

Then of course as August is Womens Month, don’t forget to nominate an inspiring Women in GBS Leadership as part of the Annual BPESA GBS Alchemy Awards. Any female who you would like to nominate for this inspiring ‘’Top Women in GBS Leadership’’ award whether from your organisation or within industry, please do submit a nomination form here.

This quarter we launched the the BPESA CEO Women In Leadership forum. To read more about the programme click here.

For more information about how to participate as a mentor or mentee , click here. .

In partnership with BPESA Member, The Networking company, we present the Amara Women in GBS Leadership Programme. Click here for more.

BPESA has always placed a strong emphasis on skills development and training, recognizing the crucial role of human capital in the growth and sustainability of the industry

To learn more, click here.

INSPIRING NEW LEADERS

In the dynamic landscape of 2023, BPESA has embarked on a transformative journey to nurture emerging leaders within the Global Business Services and Business Process Enabling Sector. Championing women in leadership, empowering the youth, and fostering diversity and inclusion stand as pillars of their initiatives. Through strategic programs and mentorship, BPESA is

sowing the seeds for a more inclusive and innovative industry. By embracing these cornerstones, the organization is not only shaping the sector's future but also inspiring a new generation of leaders who will drive sustainable growth and positive change on a global scale. We look forward to supporting the growth of the next generation of GBS & BPO Leaders.

BPESA CEO WOMEN IN LEADERSHIP

BPESA LEADERSHIP BOOTCAMP

AMARA GBS WOMEN IN LEADERSHIP

SKILLS PORTFOLIO

A DYNAMIC IMPACT ON THE LIVES OF SOUTH AFRICAN YOUTH IN Q2, 2023

The second quarter of the year proved to be a period filled with dynamic impact on the lives of the youth in South Africa. We are delighted to witness the collaborative efforts of various members within the BPESA Industry body, all working towards a brighter future for South Africa by empowering our talented workforce. Notably, companies such as Amalfi, Dastille Wealth Insure, Ignition, Impactful, Merchants, Paladin Consulting, Shadow Careers, CareerBox, WNS and others have taken significant strides in job creation with the opening of various hubs and contact centers nationwide. These achievements bring us closer to our achievable goal of generating 500,000 jobs by 2030. We extend our special recognition to these members for their outstanding contributions this past quarter.

However, it is crucial to highlight that all of our members are united in their commitment to ensuring a more diverse, equitable, and inclusive sector. These principles form the foundation of the mandate for those working in the Global Business Services Sector.

ABSA Cross Skilling Project: Propelling Skills Portfolio

In conjunction with the BPESA Work Readiness Program, the ABSA Cross Skilling Project continues to drive the enhancement of skills portfolios not only for this quarter but also for the upcoming quarters. Digital transformation has had a profound impact on almost all sectors and industries within the South African economy. Consequently, digital skills have become a critical success factor for our sector's ability to transform, scale, and remain competitive, particularly in international markets.

For more on this click here.

To learn more about digital skills and particularly, the phenomenal milestones that is the BPESA Future Skills Platform, Please visit our website at www.bpesa.org.za.

Stay tuned for more updates and inspiring stories as we continue our journey towards a thriving future for South Africa!

The VW SA Sucess Story

VWSA, one of SA’s leading Automotive manufacturers made use of the BPESA Future Skills Platform (FSP) to deserving staff and were super amped with being able to participate.

The VWSA Group strongly believe that job creation and skills development fuel economic prosperity, and, for to lead transformation in the lives of all South Africans. As a multi-national corporation, Volkswagen has boost foreign direct investment in South Africa and promote the transfer of world-class technology, knowledge

The team were impressed with the user-friendly interface of the FSP. It was finding it easy to navigate and access course content. The courses were well-designed and provided valuable insights and practical tips that the learners their work and personal lives.

Click here to learn more.

to upskill a select group of for generations have strived has a strong commitment to knowledge and skills.

access availablethe different learners could apply in both

Business Process Enabling South Africa

(BPESA) Future Skills and the UNDP GIZ

KwaZulu Natal Skills Project

Enabling digital transformation of the Global Business Services sector in KZN focusing on closing the gender equity gap powered by the BPESA Future Skills, UNDP and GIZ.

Business Process Enabling South Africa (BPESA) has recently undertaken a partnership with the United Nations Development Program (UNDP) and Deutsche Gesellschaft für Internationale

Zusammenarbeit (GIZ) under the support of the Digital Skills for Jobs and Income (DS4JI) project. The DS4JI project is implemented on behalf of the German Federal Ministry for Economic

Cooperation and Development (BMZ) under the support of the South African-German. BPESA with its partners have launched the funded skills project in the KwaZulu Natal region. The main objectives of this funded skills project include:

1. The skilling and transitioning of 230 youth into jobs in the GBS sector, and

2. The upskilling of 487 incumbents of the GBS workforce with a focus on digital skills.

This project is designed to support the growth target achievement of the GBS sector. This includes the supplyside enablement as committed by the Government, Social Partners and

Businesses in the GBS Sector Master Plan. The demandled is to create meaningful and quality jobs for women and youth, replicable to support growth across the country through the broader implementation of demand-led models for skilling and earning.

For more, click here.

SMME PORTFOLIO

Empowering SMME Growth: BPESA's Initiatives, Partnerships, and Resources for Economic Inclusion

Aligned to BPESA's commitment to the GBS Masterplan, the Association has taken proactive steps towards embracing the development of the SME sector, with the appointment of Lynn Davis as the Lead for the SMME portfolio. Collaborating with regional partners and stakeholders in the upcoming months are crucial steps to supporting the growth of the South African economy through dedicated initiatives focused on empowering start-ups and SMEs, by implementing measures which will provide them with access to valuable business support and tangible market opportunities.

To further support entrepreneurs, BPESA is creating an SME Handbook, serving as a comprehensive, ''goto'' resource for running a successful start-up. Partnerships and collaboration will play a vital role in the success of this venture. Mark your calendars for the launch of the BPESA SMME Helpdesk in this quarter, keep an eye out for your invitation!

Prioritizing the development of woman-owned enterprises through offerings such as access to BPESA intermediary skills initiatives, including the Woman in GBS Leadership and Leadership Bootcamp series. The SMME Desk will provide assistance with FAQs, guidance on accessing funded support, Enterprise Supplier Development (ESD) prioritization, and access to the industry "Transformation Fund," which is in it’s final development stages.

Aligning with the National Development Plan's target of creating 90% of employment opportunities within the SME sector by 2030, BPESA is actively working towards the GBS sector’s goal of generating 500,000

jobs. The creation of the SME Help Desk is not only a significant step forward, but a priority in actively supporting these goals. There's no doubt that SMEs will be the positive driving force behind our economic future. Therefore, empowering entrepreneurs and small businesses to participate in the Digital & IT sector and the growing "gig" economy is of equal importance. "Charles Molapisi, CEO MTN South Africa.”

Stay tuned for additional exciting developments in remote work and leveraging the township economy to promote greater economic inclusion.

For further information, please contact:

Lynn Davis – SMME Lead

Mobile: +27 83 200 8352

Email: lynn@bpesa.org.za

Member News

SIGMA

CONNECT

Sigma Connected marks environmental treeplanting milestone as it hits 5,000 employees.

A unique partnership between a growing business outsourcing provider and an environmental charity has seen 3,000 new trees planted in forests across the world. The Sigma Connected Group and charity Treedom entered into a partnership in 2021 which sees one tree planted for every employee who passes their probation with the company, helping to counter the effects of carbon emissions and support farmers in countries such as Tanzania, Ecuador or Madagascar...

BOLDR

Four Lessons: Implementing a Living Wage for the First Time

“A rising tide lifts all boats” is a metaphor that means when a community shows material positive improvement or grows, everyone benefits. The same way a rising tide in the ocean raises all boats, a growing economy or company ...

Click here for more.

BPESA EXISTS BY OUR MEMBERS, FOR OUR MEMBERS, IN SUPPORT OF OUR MEMBERS.

SURGO

Accent Neutrality and Language Proficiency – A Must-Have for All Businesses

Language Proficiency is a must-have for all business professionals in today’s globalized world. Due to our vast language skills and language proficiencies, South Africa is seen as the call center destination of choice for international clientele.

According to a report by Business Process Enabling South Africa (BPESA), the Global Business Services sector (GBS) employs more than 200,000 people in South Africa...Click here for more.

KURA

Customer Service Outsourcer Kura South Africa Expands In Durban

Customer service outsourcing experts Kura underlined its global ambitions with the launch of a new site in South Africa. Click here f or more.

Industry News

STREAMLINING GLOBAL BUSINESS SERVICES: UNVEILING THE LATEST INSIGHTS IN BPO INNOVATION

South Africa replaces New Zealand as Greatest Country on Earth

South Africa has been named the Greatest Country on Earth by over 30,000 travel enthousiasts!...

Click here for more.

Ventrica offers the legendary global footwear brand Clarks enhanced customer support.

Ventrica is delighted to announce a new partnership with Clarks, Britain’s leading shoe manufacturer and retailer. As of June 1st, 34 new colleagues from Clarks UK business... Click here f or more.

Victory for hearing impaired as Parliament approves sign language as South Africa’s 12th official languages

The National Assembly has officially approved sign language as South Africa's 12th official language. Click

Reshni Singh

Chief Executive Officer

reshni@bpesa.org.za

C-Suite Executive Portfolio

Angela Kays

Investor Relations Lead angela@bpesa.org.za

Demand Portfolio

Meet The Team

Lynn Davis SMME Support & Development Lead lynn@bpesa.org.za

SMME & Regional Portfolio

Traci Freeman

EXCO: Marketing, Research & People Lead traci@bpesa.org.za

Marketing Portfolio

Yogan Naidoo

Key Accounts Lead yogan@bpesa.org.za

Membership & Regional Portfolio

Nontsindiso Mafaduka Project Administrator nontsi@bpesa.org.za

Project Management Portfolio

Keith Rosmarin Skills Lead keith@bpesa.org.za

Project Management Portfolio

Nazley Salie Marketing, PR & Communications Expert nazley@bpesa.org.za

Marketing Portfolio

Neville Cousins

Project Management Lead neville@bpesa.org.za

Project Management Portfolio

Teswill Arnold

Future Skills Project Administrator teswill@bpesa.org.za

Future Skills Platform Portfolio

Samantha Hoosen

National Head of Operations, Compliance, Risk, M&E sam@bpesa.org.za

National Operations Portfolio

Natasha Hamunene

Digital Marketing and Growth Assistant natasha@bpesa.org.za

Marketing Portfolio

Thulisile Shabangu

Senior Project Manager thulisile@bpesa.org.za

Project Management Portfolio

Chenelle Vester Skills Specialist chenelle@bpesa.org.za

Projecy Management Portfolio

Nyasha Katsande Financial Manager nyasha@bpesa.org.za

Finance Portfolio

Samkelo Blom

Human Capital & Transformation Lead samkelo@bpesa.org.za

Human Capital Portfolio

Stacey Alexander Juniour Project Manager stacey@bpesa.org.za

Project Management Portfolio