Issue 3 | 2023
Newsletter THE ANNUAL BPESA GBS | BPO CONFERENCE AND GBS ALCHEMY AWARDS SOARING BEYOND TARGETS – CELEBRATING THE ACHIEVEMENT OF FUTURE SKILLS MILESTONES
RISING NATION
Unveiling 2023's Triumphs – Wrapping Up a Year of Milestones
EXCELLENCE UNLEASHED: CELEBRATING OUR MEMBERS' REMARKABLE ACHIEVEMENTS IN
THRIVING ENTRIPRISES
2023
WWW.BPESA.ORG.ZA |
INFO@BPESA.ORG.ZA
Contents 03
18
CEO FOREWARD
PEOPLE AND RESEARCH
A reflection on 2023
Aligned to the GBS Masterplan supporting our people
04
20
DEMAND STIMULATION
SKILLS PORTFOLIO
A healthy pipeline
Soaring beyond milestones
06
22
DIGITAL INSIGHTS
AI, Cloud Computing and the intracies of
SMME PORTFOLIO
Catalysed SMME Growth
the 4IR
08
24
HUMAN CAPITAL PORTFOLIO
MEMBER & INDUSTRY NEWS
A reflection on Diversity, Equity, Inclusion and Belonging (DEIB)
Excellence unleashed
10
26
NATIONAL UPDATE
MEET THE TEAM
A rising nation: Partnerships, Incentives
Learn a little more about the
and Innitatives
team that keeps the BPESA engine going
12 -
ANNUAL BPESA GBS | BPO CONFERENCE & GBS ALCHEMY
28
MEMBER DIRECTORY
AWARDS
Highlights from the Conference and Awards
ANNUAL GBS | BPO CONFE AWARD
AWARDS NIGHT
INVESTOR
WINNERS
PERFORMANCES
ENGAGEMENT
WELCOME
CEO FOREWORD Dear BPESA Members, Partners and Stakeholders, As we move swiftly towards the end of 2023,
Our Annual GBS I BPO Conference and
I take a moment to reflect on the past year.
Alchemy Awards hosted in the City of Cape
The South African GBS and BPO sector is
Town in November was a wonderful
stronger than it has ever been, and all
culmination of efforts which offered industry
indications are that we will continue on this
an opportunity to connect, learn and share
positive growth trajectory.
the maturing pool of knowledge across our comprehensive service range and
The BPESA Team has grown over the year
growing BPO community. The Annual
and numerous projects have been
Alchemy Awards is always a highlight for me
embarked upon and successfully launched
which celebrates excellence across the broad
and executed. These include various funded
eco system of suppliers and operators and
skills programs designed to support our
the individuals who shine and showcase the
operators with new talent into their centres
best of the best – if you missed the
BPESA has been able to deliver to its
along with Leadership Development
announcements, see the special awards
mandate as the official national Trade Body
Programs and Mentorship Programs for
supplements within the pages to follow.
and Industry Association.
I would like to take this opportunity to thank
The final 2023 newsletter has some great
Equally we engaged in several outbound
my team, BPESA’s EXCO and of course my
updates on efforts and activities from the
trips, continuing to promote South Africa’s
Board. The support and commitment from
year and I am personally excited for the
GBS & BPO sector, and supported a multitude
the individuals making up the broad BPESA
opportunities 2024 has in store for the global
of investor enquiries and active visits into the
structure allows for expanding reach, ideas
GBS community.
country. The interest in the sectors ability to
and insights which makes us
competently support global brands and their
#StrongerTogether. A special word of thanks
Wishing all our members, partners and
customers persists and this is not only for the
to Nita Goodall and Mark Chana who have
industry stakeholders a safe and restful
mature voice aspect we offer, but also
served two full terms as active Board
holiday season.
interest in our excellent digital and IT services
Members and worked tirelessly to ensure
aspiring female leaders.
and deep capabilities across the broad
Regards,
professional and shared services arena.
Reshni Singh (CEO)
ERENCE 2023 HIGHLIGHTS INFORMATIVE TRUST PANELS
NETWORKING LEADERSHIP SESSIONS
EMPOWERING EXHIBITIONS
3
DEMAND STIMULATION
A HEALTHY PIPELINE OF KEY SOURCE MARKETS - ANGELA KAYS
DS
N
South Africa
operations we are also working with
continues to
the government departments who are
be the focus
key stakeholders and hold the key to a
of the Global
smooth transition of the organization
Business
when entering the companies including
Services (GBS)
the dtic and DHA.
sector from our key source markets. BPESA has seen an upturn in the BPESA has continued to work closely
international memberships, which is an
with the US and UK companies looking
important endorsement of the value
to research the opportunities to expand
offered by the GBS community in South
existing operations as well as setting up
Africa.
new operations. The pipeline is strong mainly for new operators and some
As we move toward 2024 from the
shared service requests for information.
international investment viewpoint we can see that a lot of the ground work
The three main centres in the Gauteng,
has been done and our role is to build
KwaZulu-Natal and Western Cape are
on the successes of the domestic and
performing well with existing business
international operators who strive
campaign expansions fueling the job
continuously to provide good quality
creation and expansion of contact
work in and from South Africa. BPESA
centres across the country. We have
has plans in place to promote the sector
seen a spike in interest for the Eastern
to our key source markets of the UK, US
Cape which is existing because it
and Australia as well as expanding our
demonstrates how the sector is growing
professional and shared services value
and how we are planning as locations
proposition into new and untapped
mature and expand.
markets.
Whilst we continue to support our international clients to collaborate with our existing members and/or set up
SOUTH AFRICA: A KEY SOURCE MARKET
5
DIGITAL INSIGHTS
REVOLUTIONISING THE ENTERPRISE: TOP TECHNOLOGICAL ADVANCEMENTS AND THEIR IMPACT ON BPOS IN 2023 - NEVILLE COUSINS
In an era defined by
experiences, providing personalised services
5. No/Low Code
rapid technological
and predictive maintenance. For Retail, AI has
The continuous evolution of No-Code and
evolution, large
revolutionised inventory management and
Low-Code platforms, augmented by artificial
enterprises in
customer interaction. BPOs have harnessed
intelligence, is set to revolutionise the
Financial Services,
these technologies to offer sophisticated
landscape of application development. This
Telecoms, and Retail
solutions, including automated customer
technological shift will have a particularly
are witnessing unprecedented
service and intelligent process automation. This
transformative impact on Business Process
transformations. Equally significant is the
streamlines enterprises' operations and delivers
Outsourcing (BPO) companies, enabling them
impact of these technological shifts on
insights that drive strategic decision-making.
to respond more swiftly and effectively to
DI
business needs and efficiency demands.
Business Process Outsourcing (BPOs), reshaping the way services are delivered and
3. Blockchain Technology
With these platforms, BPOs can now create
managed.
Blockchain technology has emerged as a key
customer-facing applications, such as portals
player in enhancing security and transparency,
and mobile apps, in just a few days—a task that
1. Cloud Computing
especially in financial transactions and supply
traditionally required a full-stack developer and
The advent of cloud computing marks a
chain management. Its application in Financial
could take up to 3 to 6 months. This
significant milestone in enterprise technology.
Services ensures secure, transparent
acceleration in development not only speeds
For sectors like Financial Services, Telecoms,
transactions, while in retail, it enhances supply
up time-to-market but also allows for greater
and Retail, cloud computing has
chain traceability. BPOs integrating blockchain
agility in adapting to changing business
revolutionised data management, offering
into their services can offer enhanced security
requirements, ultimately enhancing overall
scalable solutions and enhanced data security.
and efficiency. This technology fosters a new
operational efficiency and competitiveness in
This technology has enabled enterprises to
level of trust in outsourced processes, ensuring
the BPO sector.
adapt quickly to market changes while
data integrity and reducing fraud risks.
minimising infrastructure costs. Correspondingly, BPOs leveraging cloud
4. Internet of Things (IoT)
technology offer more agile and cost-effective
The Internet of Things has redefined
services. The ability to rapidly scale
connectivity, proving instrumental for the Retail
operations and implement advanced data
and Telecom sectors. By enabling the
advancements extends beyond individual
analytics has been a game-changer, ensuring
collection and analysis of vast amounts of data,
enterprises, reshaping the very fabric of
that outsourced services are both robust and
IoT helps businesses optimise operations and
BPOs. Cloud computing, AI and ML,
flexible.
enhance customer experiences. BPOs utilising
blockchain, and IoT collectively drive a
IoT technologies can offer more comprehensive
new era of efficiency, security, and
Conclusion Conclusion The impact of these technological
2. Artificial Intelligence and Machine Learning
data analysis services, facilitating real-time
innovation. As these technologies continue
AI and ML are at the forefront of technological
decision-making and operational efficiency. The
to evolve, so will the capabilities of BPOs,
innovation, transforming how businesses
opportunity to better manage resources and
cementing their role as vital
operate and engage with customers. In
the increased connectivity ensures that BPOs
partners in the technological
Telecoms and Financial Services, AI-driven
can provide integrated solutions that align
analytics have enhanced customer
closely with their clients’ objectives.
transformation of large enterprises.
7
HUMAN CAPITAL A REFLECTION ON D I V E R S I T Y, E Q U I T Y, INCLUSION AND BELONGING - SAMKELO BLOM
HC
As we near the end of 2023 with
encouraging and supporting the local sector to
its success, challenges and les-
take on a global leadership role in showcasing the
sons learned, what a better way
‘’Art of the Possible’’ when working as a collective
than to reflect on DEI(B) - Diver-
to truly uplift. Our keynote speaker Prof. Bonang
sity, Equity, Inclusion and Belong-
Mohale re-enforced how we can ‘’Lift as we Rise’’
ing within the GBS sector.
and the GBS and BPO sector is testament to the ability for business to make true, meaningful and
A few weeks ago, nestled within view of Table
sustainable differences in the lives of individuals,
Mountain at the Cape Town International Convention
families and communities, embracing DEI(B) as a
Centre, BPESA hosted its annual GBS I BPO Conference.
central theme.
The event allowed for rich and fruitful discussions around broad-based Transformation which of course elevated
DEI(B) transcends BBBEE whilst ensuring everyone
the discussion through to the more meaningful DEIB.
is not only invited to the table but also can dance
Panellists who were invited to unpack the topic, expertly
and has a voice at the table. Global clients and
guided by seasoned facilitator Andisa Liba, shared some
investors visiting and increasingly outsourcing to
interesting insights and proposition as to why DEIB is a
and setting up in South Africa request support
game changer and how best to navigate true integration
across our broad range of competencies to assist
and adoption in a broad sense.
with business challenges, technical infrastructure and quality capabilities but are increasingly re-
BPESA’s recent survey on Transformation and BBBEE
questing deep-dives on DEI(B). Our preparedness,
across the sector shows that as an industry body we
action and embedded adoption greatly assist in
have made some progress in this space, and despite
growing and retaining this new and existing
encouraging scores across many of the scorecard
business, further contributing to economic growth
elements, we still have our work cut out for us when it
of the country. In a sector where many
comes to management control and enterprise
millennials and Gen Z are the backbone of the
development. As a priority sector which is reporting
workforce profile it is wise and prudent for us to
impress and continued annual growth, the opportunity
ensure that DEI(B) is the foundational aspect of our
for an ecosystem approach to improving our ED scores
sectors Employee Value proposition.
is certainly a focus-areas for BPESA to grow the supply chain base and further improve scores.
Our country has rich diversity and talent, lets
Achieving lower BBBEE scorecard levels will become
continue to positively leverage on that as we build
even more important if applying for National GBS incen-
sustainable organisations of inclusion and
tives and funded skills programs into the future. South
belonging where everyone is proud to be part of
Africa is well positioned to lead when
this game changing sector.
considering meaningful transformation and true DEI(B) and BPESA are proud to be
9
NATIONAL UPDATE NU
The Global
created in KwaZulu-Natal (36.2%) of new
Business Services
hires and the Western Cape
Sector in South
registered 4285 new positions (49,14%)
Africa, particu-
of new hires. The data for Quarters 3 and
larly the Eastern
4 are expected to be just as upbeat.
Cape, has been
YOGAN NAIDOO
abuzz with activity all through 2023. A
Both regions have as well seen a
keen investor focus
significant number of new
characterised 2023, with the first quarter
investments, both from new
being spent on the scoping of a potential
international operators entering
investor’s requirements to settle in either
KwaZulu-Natal and the Western Cape as
Port Elizabeth or East London.
well as existing and well-established operators now expanding their
Township Hub activity were the order of
operations into these respective regions.
the day as part of the "Growing Gauteng Together 2030" strategy. The Gauteng
With regard to our partnerships at
Department of Econimic Development
regional level, BPESA KZN renewed its
(GDED) with whom BPESA are working
corresponding Memoranda of
hopes to keep expanding the number
Agreements (MOAs) with Trade and
of opportunities for job seekers and
Investment KwaZulu-Natal (TIKZN) and,
roll-out to more sites. The Nasrec site
the eThekwini Municipality
was launched by MEC Tasneem Motara
Economic Development Unit (EDU). The
earlier in the year.
BPESA KZN team also recently hosted the CEO of Enterprise Ilembe and his team
Gauteng Growth and Development
at a workshop tasked with the expansion
Agency (GGDA) supported BPESA’s efforts
of GBS Sector activity into the Ilembe
to engage industry CEO’s at their
District Municipality and, we look to
quarterly Forum hosted in July. The
finalising both our MOA and first steps of
event was hosted at CSA’s Waterfall
implementation early in 2024.
Campus. The event was well attended. The Gauteng Portfolio was officially
For more information on the growth of
handed over to Lynn Davis at the event.
the regions, contact Lynn Davis (Gauteng and Eastern Cape Representative) or
Quarter 1 and 2 Financial Year (April to
Yogan Naidoo (KwaZulu-Natal and
September 2023) - KwaZulu-Natal and
Western Cape Representative).
the Western Cape continued to register significant jobs in the sector accounting for over 85% of total hires in
LYNN DAVIS
the country. There were 3162 new jobs
Eastern Cape Update
Gauteng Update
As a spin-off from the 2022 GBS Conference, the EC saw
Gauteng as part of their regional participation were represented
Callzilla officially land with 50 seats, BCMM and NMBM. Their
at the National GBS Conference by MEC Tasneem Mortara who
contact centre is located in the northern part of Bogotá,
showcased a few case studies of the work that was done to
Columbia.
encourage the township economy. She was supported at the event by the Acting GGDA CEO Mr Saki.
As part of the President’s Investor Conference, the EC hosted a Networking Session at the Radisson Blu Hotel with a view
Click here for more.
to promoting investment into the destination. The event took place om the 12th April 2023. Click here for more.
KwaZul u - N at a l U p d ate
Western C ape Update
TIn conjunction with TIKZN and EDU, BPESA KZN has con-
BPESA National also has in place a working draft of an MOA
ceptualised the potential development of an Inner City GBS
with Cape BPO; currently being reviewed by the Cape BPO
Precinct. We have had successful engagements with eThekwini
CEO Clayton Williams and the Cape BPO Board. We expect to
Municipality’s Urban Renewal Department and local
finalise signatures on the BPESA – Cape BPO MOA early in the
stakeholders and, will now conduct a feasibility study as to
new year.
which areas of the Durban Inner City are most suitable for the development. We have surveyed operator interest to expand
Click here for more.
their operations into the inner city and the response has been overwhelmingly positive. Click here for more.
11
NUTUN CHOIR
JESSICA DOLLER
BPESA GBS’s Got Talent In a qu e s t t o u n e a r t h t a le n t s t h a t t r a n s c e n d
performance, delivering an experience that
transformative power of talent and unity
t r a dit ion a l b ou n da r ie s , t h e s p ot lig h t s h on e
transcended expectations and left an indelible
within South Africa's creative landscape.
b r ig h t ly on a r t is t s f r om a c r os s t h e c ou n t r y .
mark on not only the choir members and the esteemed songstress herself, but the guests
Special thanks are extended to National
attending the annual event.
Partners: dtic, InvestSA, Harambee; Host City:
r e p r e s e n t a t ion of voic e s in u n it y . A ddin g t o
The synergy between Sampson and the Nutun
Department
t h e p h e n om e n a l s y n c h r on is t ic dis p la y of
Choir was nothing short of magical, evoking
Tourism and Environmental Affairs (KZN
voc a l e xc e lle n c e wa s t h e c r e s c e n do f or t h e
awe and emotion among all fortunate enough
EDTEA), Trade and Investment KZN (TIKZN),
e ve n in g wh e n le g e n da r y s on g s t r e s s , V ic k y
to witness the union of two incredible talents.
Invest Durban and eThekwini Municipality,
A m on g t h e n i g h t 's m os t s t u n n i n g
City of Cape Town. Regional Partners: KZN
p e r f or m a n c e s wa s t h e N u t u n c h oir , a
of
Economic
Development,
Gauteng Growth and Development Agency
Sa m p s on , or c h e s t r a t e d a s u r p r is e e n t r a n c e ,
(GGDA) and Conference Partners: Nutun,
e n c h a n t in g b ot h t h e a u die n c e a n d t h e
To view the 2023 BPESA GBS Alchemy Awards
N u t u n Ch oir .
highlight reel, click here:
Concentrix + Webhelp, Merchants CX SA,
https://tinyurl.com/z4knn9pv
RewardsCo, Outworx, Standard Bank, and The Instant Group.
A s t h e c h oir b e g a n t h e ir r e n dit ion of ‘ My A f r ic a n Dr e a m , ’ t h e s t a g e b e c a m e a c a n va s
The BPESA GBS Alchemy Awards 2023 not
f or a n e le c t r if y in g c olla b or a t ion . V ic k y
only recognised excellence but also
Sa m p s on , or ig in a t or of t h e b e a u t if u l
orchestrated an unforgettable moment that
GBS Alchemy Awards 2023 gallery, click here:
m u s ic a l p ie c e e m e r g e d f r om t h e c r owd a n d
will resonate within the hearts of the audience
https://www.bpesa.org.za/events/gallery.html
j oin e d t h e c h oir in a n im p r om p t u
and performers alike, underscoring the
To view the Annual GBS | BPO Conference and
VICKY SAMPSON
BPESA GBS & BPO Conference & Alchemy Awards 2023
SPONSOR APPRECIATION WALL
BPESA GBS ALCHEMY AWARDS 2023 INDIVIDUAL AWARD WINNERS
PURITY MPEPO
ALTON MAQUENA
DANTE COOPER
PRISCILLA BRINK
CHRIS CILENGI
RIEDAH FAKIER
Top GBS Customer Service Professional
Top GBS Trainer / Coach
Top GBS Marketing / Sales Professional
Top GBS Quality Professional
Top GBS Collections Professional
Top GBS Analyst
COMPANY AWARD WINNERS
DEAFTOUCH
SHADOW CAREERS
TRANSUNION
CCI SOUTH AFRICA
NUTUN
SOLUGROWTH
Top Technical Innovation
Top Offshore Campaign
Top Non-Technical Innovation
Top BPO Operator
Top Work from Home / Hybrid Solution
Top Shared Services Centre
WINNERS!
ISAAC SEREMA
RYAN VAN DER BYL
QUINTIN VAN DER MERWE
GRACE KADZERE
SHOBANA MAIKOO
CANDICE OLIVER
DSG
CCI SOUTH AFRICA
SHADOW CAREERS
MERCHANTS CX SA
WEBHELP SA
Top GBS Team Leader / Supervisor
Top GBS Support Professional
Top Support Service Provider
Top GBS Community Impact Initiative
Top GBS Operational Manager
Top Women in GBS Leadership
Top Impact Sourcing Operation
Top Leadership Development Program
Top GBS Workforce Planning Professional
Celebration of Inspirational Women
Top Impact Sourcing Partner
PEOPLE & RESEARCH What People Say About Us 2023 has seen several sector initiatives being
with the sought after AMARA program via The
launched both in response and preparation for the
Networking Company (TNCo) kicking off in
growth we are experiencing as a sector. Aligned to
February 2024 and running through to July.
the National GBS Sector Masterplan, we are tracking well against the 2023/4 accelerated
RESEARCH
growth target of 20,499 with the first two quarters
During Covid I had to deliver on a very important leadership programme for a ALIGNED TO THE GBS critical area of my organization. I MASTERPLAN | to needed a partner that was able push through those headwinds SUPPORTING OUR with me. We chose the Networking PEOPLE Company as our strategic partner FREEMAN because-ofTRACI their reputation – and they have far exceeded my expectations in terms of how smoothly the digitized learning experience was. There was not a single hiccup and the delegates had excellent feedback. Its an ongoing relationship and I thank you very much. It’s been a pleasure!
BPESA prides itself on being a central source of
focused on the international market.
well researched, credible information which
LINDA VAN DER LOO | STB
supports promotion,| growth and continued LOLLYthe GWABAVU HOLLARD
Quarter II (July to September 2023) saw the UK
development of the South African GBS sector.
a brief note toof say thank youclosely for taking aJust small lead at 39% the growth,
Thewill Networking Company walks their 2024 kick off with a bang offering BPESA
the exceptional networking session you followed by the fastest growing US market at 38%. presented to my team. They can’t stop Access TALKING ABOUT THEIR COéEE STAINS the latest Quarterly Jobs Report here. THEIR RQ and their connectors! I’ve noticeably observed them building The opportunities to continue growth into the more active relationships with their global market remainsince robust with a continual stakeholders the workshop. Your should be compulsory for and pipelinesession of interest across both new BPO’s everyone in the corporate world brands invaluable outsourcing to and up inwell South skills andsetting incredibly Africa. presented. This fantastic growth has offered thousands
Networking talk! They constantly up their game and innovate constantly. research. Members will have access %VERY INTERACTION THAT MYSELF THE to the latest Hollard team and our delegates have sector Salary Survey, a deep dive into the range of with The Networking Company and operational positions including global THEIR EXCELLENT FACILITATION TEAM LEAVE comparisons. Sneak previews of both the you feeling enriched. They put delegatesand development at theValue center Professional Shared Services Proposition OF WHAT THEY DO AND IT SHOWS 7E LOVE as working well as the Digital and look ITO South African with you and forward to a Value Proposition were shared at the annual BPESA GBS long-continued association. members refreshed exciting information and
of opportunities for individuals, especially youth
I BPO Conference in November – both of these
(just under 90% of employed individuals) to gain
information rich documents will be shared as final
access to meaningful jobs and career opportunities.
version with BPESA members upon release in the
Equally this has meant the need to grow the pool
New Year.
of not only support staff, but leadership as well.
BUILDING LEADERS FOR THE FUTURE
Any queries you may have around either of the BPESA People and Leadership focused
BPESA has been supporting the sector with access to fantastic content across its Future Skills Platform as well as exposure to the many bespoke leadership programs offered by relevant members. One such program has taken a necessary dive into supporting the growth of Women in Leadership
N
O-
ONE
I
S
COMIN G
YASEEN JAFAR | FNB
of the financial year recording 8,720 net new jobs
programs, please contact Traci Freeman.
O-
ONE
I
S
N
COMIN
G
AMARA Women In BPO T N C O.C O. Z A
SKILLS PORTFOLIO As we celebrate the end of another remarkable year,
Our Absa partnership is going from strength to strength
the BPESA Skills team has reflected on the achieve-
and we are now into our third cycle of funding. In this
ments and strides made to support our members and
year we delivered 490 employment outcomes against a
the GBS sector at large. This year’s highlights showcase
target of 450 and we are currently implementing Phase
the collective commitment of the ecosystem to support
3 targeting 513 outcomes. We also give huge thanks to
sector growth in pursuit of achieving our Masterplan
Harambee, the Jobs Fund, GIZ and the UNDP to enable
target of creating 500,000 new net jobs by 2030. We
even greater impact through our intermediary funded
are extremely grateful for the powerful partnerships
skills projects.
we’ve developed that are laser focused on helping us to achieve these targets and to create impact together.
This is also a time to thank our
Thank YOU!! A selected few highlights include:
implementation and employer partners who are dedicated to inclusive hiring and provide exceptional
•
Impact Sourcing and Inclusive Hiring:
work readiness programmes, jobs and exciting career
Encouraging growth in inclusive hiring is reported in
opportunities for unemployed South African youth.
GBS Sector Job Creation reports. The BPESA Skills team
Our recently concluded partnership with the Graduate
advocate for and track adoption of the SA Youth
Institute of Financial Sciences (GIFS) will provide an
platform. 70 BPESA and GBS businesses leveraged the
additional channel to our members to build the skills
SA Youth Platform to source great talent from
required to grow their businesses.
unemployed youth pools at scale. Over 3,600 youth BPESA Future Skills (FSP): FSP has witnessed
have been hired through SA Youth and we expect this
•
number to accelerate in 2024. A shout-out goes to our
remarkable growth, with nearly 19,000 total users since
SA Youth and Harambee colleagues who provide
Go Live in May 2022. In year 2, the team has registered
immense support.
over 8,000 users on our trajectory to achieve a target of 20,000. A shout-out goes to 46 partners and the
Funded Skills Projects Highlights:
amazing FSP team who have onboarded 42 cohorts to
BPESA continues to drive inclusive hiring in the GBS
experience the power of learning enabled by technology
sector and recognises its role to raise skills funding
and tailored content to build in-demand skills.
•
especially for work readiness training interventions. A number of significant proposals are in the pipeline for 2024.
Click here for more.
Future Skills Platform Highlights: Hold onto your hats because the Future Skills Platform (FSP) has been setting the stage on fire throughout the entire year, and we can't wait to share the electrifying updates with you! Lights, Camera, Action! - FSP's Year in Review: The BPESA Future Skills team hosted several webinars to inform the community about the dynamic platform and its capabilities. To view the YouTube playlist, click here.
SMME PORTFOLIO
CATALYSED SMME GROWTH: INITIATIVES AND PARTNERSHIPS FOCUSED ON 2024 UPWARD TRAJECTORIES - LYNN DAVIS
The Eastern Cape were able to send 2 representatives
For further information, please contact:
to the attend the “Running Remote” Global Conference
Lynn Davis – SMME Lead
in Portugal to engage with potential partners. The
Mobile: +27 83 200 8352
event was very successful with a possibility to return again in 2024.
Email: lynn@bpesa.org.za
2023 saw the pioneering “90 second” elevator pitch for SMME’s particularly as part of our quarterly CEO Forums. GGDA were able to come on board to support 11 SMME’s to join the BPESA family and for them to start participating in the sector activities and have a platform to pitch and promote their businesses. DeafTouch were able to push through along their journey working with various stakeholders nationally to lobby to get the 12th official language approved and signed into law. To this end they have been working around the clock to finalise their value proposition and launch the first of its kind in SA and the Continent Deaf2Deaf Contact Centre. They were a stellar award winner this year in the Innovation category, well deserved indeed. 3 Eastern Cape based SMME’s were able to close off the year on a really high note. With the support of the Eastern Cape Development Corporation, be able to attend the UK Contact Centre Expo which took place in November. The opportunity provided leverage to pitch and promote the Eastern Cape to an international audience. The launch of the SMME HelpDesk is set to take place during the 1st quarter of 2024 linked to an ESD support programme that has been confirmed with one of the large Telco Operators.
23
Member News
EXCELLENCE UNLEASHED: CELEBRATING OUR MEMBERS REMARKABLE ACHIEVEMENTS
CCI RewardsCo
CCI SA scoops accolades at BPESA Awards
BPESA and eThekwini Municipality partner with leading BPO provider, Rewardsco, for
CCI South Africa, with partner organisation
work readiness programme
impact sourcing service provider CareerBox Africa, were recognised for their contribution to
Last month, the South African government
the BPO industry at the BPESA GBA Alchemy
demonstrated its commitment to propelling
Awards 2023. CCI South Africa clinched two
the business process outsourcing (BPO)
major wins at the prestigious awards...
sector by announcing it had allocated a budget of R569 million in this financial year.
Click here for more.
Click here for more.
Sigma Connected OnviSource
Sigma Connected to bring further jobs to
OnviSource Global Presence Expands into
Western Cape through new US venture
Africa South African outsourcing firm Sigma OnviSource, a leading provider of Intelligent
Connected has announced its expansion into
Transformation solutions with innovative AI-
the United States in a move which hopes to
driven analytics and automation capabilities,
deliver 500 new jobs in Western Cape by 2025.
is thrilled to announce its strategic expansion into the vibrant African market. This significant move marks a pivotal milestone in OnviSource's mission to provide contact center and enterprise solutions to an even broader global audience.
Click here for more.
Industry News
Government Allots R569m to Propel SA’s BPO Sector
ILLUMINATING THE TRAJECTORY OF A THRIVING INDUSTRY - WE STAND STRONGER TOGETHER
State to push call-centre industry The government plans to aggressively market
The South African government has this
to the world its specialist call centre industry
financial year allocated R569 million to the
to draw new investment and create thousands
global business services (GBS) sector, also
of jobs for local youth, says Minister of Trade,
known as business process outsourcing
Industry and Competition, Ebrahim Patel.
(BPO). “We are now thinking of more actively This is the word from Ebrahim Patel, Minister
marketing these business services whenever
of Trade, Industry and Competition, who
we have these state visits by the president
added that government has invested more
[Cyril Ramaphosa] to other countries,” Patel
than R3 billion in the sector since 2016.
said.
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Click here for more.
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Learn More About Us The BPESA Team keeps growing/ changing. We look forward to engaging with
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www.bpesa.org.za tesque habitant morbi tristique et lacus nulla. viverra justo quisProject viverra. In pel(Special Projects Manager) ReneeGroom (Future Skills Project Administrator) I love Mauris purus ThulisileShabangu spicy food, Mexican/Indian are my favourites | I love playing
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Samkelo Blom
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TraciFreeman
NazleySalie
NatashaHamunene
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NontsindisoMfuduka
BabhekilePhakathi
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27
A-C
C-E
E-L
1Stream
CBO
Eruditio Skill Development Consultants
Accensis Consulting
CCI South Africa
eSkill
Accenture Operations
Centrevo
Etapath
ADEC Innovations ZAF
ChairClub
eThekwini Municipality
African Recruitment and Training
Clevva
EXL Service South Africa
Africorp International Properties
Coega
FD & CFO Centre
Afrika Tikkun
Cognia Law
Floatpays
Afrishore BPO
City of Joburg (CoJ)
FluxPoint Technologies
Afrizan People Intelligence
Concentrix
Four Square
Amalfi Outsourcing
Connect Space
Garden Route District Municipality
Amasiko Group
Contact Centre Panel
GDED
Amazon Development Centre
Core Capital
Genpact South Africa
Amplify5
CurriculaPlus
GGDA
Ascensos South Africa
CX Interglobal
Giant Leap Construction
Ava Management
Dalisto Holdings
Go Rentals
Baker Street Properties
Dash BPO
Harambee
Basics Office
Dastile Wealth Insure
Human Xperience
BCMDA
deaftouch
Huntswood
BCMM
Deloitte
ICCCA
BCX
DEDEAT
iContact BPO
Bizvoip
Dialfire
Ignition Group
Blake and Associates
Digemy
iMobility & iMgroup
Boldr South Africa
Dimension Data
Impactful Specialist Solutions
Boomerang SA
DISA
Inspirit Data Analytics Services
ECDC
Intersect-HP
ECPTA
iME
ECSECC
Invest Durban
EduPower Skills Academy
Investec
Border Kei Chamber of Business Learn More About the Team Visit our website, at https://www.bpesa. Borwood Communications org.za/about-bpesa/meet-the-team.html to see the the Client full BPESA team. BPO Service
BPO Skills Academy
Learn More About Us
forwardCA&S to engaging Groupwith
BPESA C-SUITE, Board, Executive Commity, Q: Sed lobortis, ipsum dictum Q: Nullam vehicula consecteOperations, Project Management Elerian AI hendrerit aliquam, sapien tur felis, nec semper urna The BPESA Team is ever evolving andat purus massa ornare odio? malesuada eget. Morbi
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Careers IT tristique tesque habitant morbi
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iSON Xperiences iTalk Itec Converge Jasco Enterprise LULA
M-Q
R-T
Mamela Yiva
redAcademy
Mandela Bay Development Agency
Redial BPO
Mbungela Training and Skills
Rendeavour
Medaco Revenue Solutions
Rewardsco Sales
Merchants CX SA
SA Commercial
Microsoft
Safricloud
MindMatch
SAPRO Consulting
Mindworx Academy
Sci-Thagorus Digital
MPC Connect
Shadow Careers
Msunduzi Municipality
Sigma Connected
Ubuntu Wellness
MTN
SmartXchange
Ucademy
NC Transformation
SMD Technologies
VBO Global
Nelson Mandela Bay Business Chamber
SMME Chamber of Commerce
VELA Outsourcing
Nutun
Smoke Customer Intelligence
Vumela IT Services
NYDA
SoluGrowth
Wazee
OnviSource
SoluGrowth Customer Care
Webhelp SA Outsourcing
Outsource SA Solutions
South Coast Tourism & Investment Enterprise
WeThinkCode_
Outworx
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WNS Global Services South Africa
Overseas Administration Management
Small Projects Foundation
Woolworths Financial Services
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ST NUBIAN ARCHITECTS
WorkitConnect
PAICTA
Standard Bank
Youth Employment Service
Paladin Consulting
Standing Group
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Startek
People Solutions
Surgo
Pixelfaeirie
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Prana Africa
Talksure Business Services
Propella Business Incubator
TaskFlow
PSAfrica Powered by The Instant Group
Teleperformance South Africa
QContact
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QRENT
Tetris DesignxBuild
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Quality Voice
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the dtic
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U-Z
BPESA 2023 MEMBER DIRECTORY
Transunion Global Capability Centre Africa TTEC Solutions South Africa,
29
BPESA Newsletter Issue 3 2023 BPESA is a not-for-profit company that serves as the industry body and trade association for Global Business Services in South Africa serving the international and domestic markets. BPESA promotes domestic and foreign investment into the Global Business Services Sector in South Africa and works with its partners to stimulate economic growth, new job creation and skills development.
WWW.BPESA.ORG.ZA