BPESA Issue 3 2023 Newsletter

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.

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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.

Click here for more.

Click here for more.

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ReshniSingh

AngelaKays

LynnDavis

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ReshniSingh (Chief Executive Officer) I can’t ride a bicycle | I love eating healthy, especially cucumbers and lettuce #BabyPhoto #Truth #Lie

AngelaKays (Investor Relations Lead) I have been married 4 times| I am a qualified hypnotherapist #BabyPhoto #Truth #Lie 3 Days Ago

LynnDavis (SMME Support & Development Lead) I bungee jumped over the vic falls, it was wild! | I took the British Airways Concord from London to New York. #BabyPhoto #BestLife #victoriaFalls

KeithRosmarin

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NyashaKatsande

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KeithRosmarin (Skills Lead) Nelson and Winnie Mandela came to the launch of my first consulting business! | I came 1st at the windsurfing world championships in Sardinia

NevilleCousins (Project Management Lead) I am passionate about Artificial Intelligence | Elon Musk and I are cousins #BabyPhoto #Truth #Lie #AI

NyashaKatsande (Finance Manager) I love children: I am a mom to twin boys | I am passionate about extreme sports #BabyPhoto #Truth #Lie

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Learn More About the Team Visit our website, at https://www.bpesa.

ReneeGroom org.za/about-bpesa/meet-the-team.html to see the the full BPESA team.

ThulisileShabangu

ChenelleVester

Learn More About Us The BPESA Team keeps growing/ changing. We look forward to engaging with

BPESA C-SUITE, Board, Executive Commity, Q: Nullam vehicula consecteOperations, Project Management 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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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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my teenage son, our favourite is Fifa ut ex sed, ventattoos senectus etPlayStation netus etwith malesuada quam, game placerat

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270k Views ChenelleVester (Skills Specialist) I have never and will never camp/sleep in a tent | I once had a dinosaur as a pet 2 Days Ago

YoganNaidoo

Samkelo Blom

BPESA 2023 YEARBOOK "A Flashback"

The BPESA team has been active on social 270k Views

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YoganNaidoo (Key Accounts Lead) My first business was a spaza shop and it's still open 35 years later | My township nickname is after a South African Airforce Pilot.

SamkeloBlom (Human Capital & Transformation Lead) I missed my first flight Amsterdam and had to pay extra ticket in cash | I met Nelson Mandela when he visited Old Mutual

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media this year, staying on trend and keeping the vibe high. We've told you some truths and some extravagant lies.

Can you tell which one is which?

TraciFreeman

NazleySalie

NatashaHamunene

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TraciFreeman (Marketing,Research and Events Lead) I love the colour purple | I have run the Comrades Marathon #BabyPhoto #Truth #Lie

NazlieSalie(PR & Comms) I had premium tickets to the Grand Prix & had no idea who Lewis Hamilton was | I love oysters, green beans, and asparagus.

NatashaHamunene (Digital Marketing and Growth Assistant) I've illustrated over 10 children's books | I hate Disney!

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StaceyAlexander

NontsindisoMfuduka

BabhekilePhakathi

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StaceyAlexander ( Juniour Project Manager) I love superbikes | My favorite colour is pink

NontsindisoMfuduka (Project Administrator)I love cats | I am a great painter #BabyPhoto #Truth #Lie

BhabekilePhakathi (Business Development Administrator) I love being one with nature, it calms my soul | Now that I have ticked off the Victoria Falls, I am ready for Niagra

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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

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www.bpesa.org.za | info@bpesa.org.za WWW.BPESA.ORG.ZA | INFO@BPESA.ORG.ZA

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

Spatialedge

WNS Global Services South Africa

Overseas Administration Management

Small Projects Foundation

Woolworths Financial Services

Overseas Move Management

ST NUBIAN ARCHITECTS

WorkitConnect

PAICTA

Standard Bank

Youth Employment Service

Paladin Consulting

Standing Group

Paycurve

Startek

People Solutions

Surgo

Pixelfaeirie

Symplexity

Prana Africa

Talksure Business Services

Propella Business Incubator

TaskFlow

PSAfrica Powered by The Instant Group

Teleperformance South Africa

QContact

Teleresources

QRENT

Tetris DesignxBuild

Quality Solutions

The Knowledge Group (tkg)

Quality Voice

The Unlimited

Quantanite SA

the dtic

Quest

Trade and Investment KZN

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