SOUTH AFRICA CALL CENTER SOLUTIONS:

Exceptional Service, Affordable Prices

Ever considered South Africa as a call center destination? Most companies haven’t, and that’s part of why South Africa is still such an affordable and accessible destination for call centers. South Africa’s highly skilled workforce offers quality and accessibility alongside scalability and affordable prices—a combination that’s tough to find in many other parts of the world. Our Global Response team in South Africa is experienced and ready to bring you the best service for all of your outsourcing needs.

Why choose a call center in South Africa?

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Whether you need large or small outsourcing operations, our South African team at Global Response is here to get you results. Like our other outsourcing locations, our South African team offers the exceptional service and high-touch engagement that Global Response is known for. But there’s more that makes working with South Africa special:
Cultural alignment.
South Africa is quite Westernized, making it strongly aligned with US & UK cultures. Our agents’ accents are very neutral, especially compared to other affordable outsourcing destinations, so your customers won’t have any trouble understanding or being understood by our agents, both culturally and linguistically.
Cost-effective solutions.
South African call centers can be as much as 25% cheaper than common nearshoring locations, while still offering accessibility and collaboration. For example, our South African call center is located in Johannesburg, which offers more cost-effective labor options compared to other cities like Cape Town or Durban (typically $1-$2 cheaper per hour).
Highly skilled labor.
South Africa is also home to a highly skilled and large workforce. Much of this is due to the fact that Cape Town is home to some of the continent’s top universities, drawing young talent to the area and developing it for the workforce. This also results in flexible and ample outsourcing options in South Africa, as many agents have backgrounds in other fields, such as law, bookkeeping, and so on.
Effective customer service and engagement.
South African culture is known for being extremely respectful and empathetic, allowing you to more easily create a call center culture that prioritizes and serves customer needs. For industries that can really benefit from a compassionate human touch—think healthcare, insurance, legal and e-commerce, among others—a South African call center offers a culture and environment that allows the customer to feel cared for and understood.
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About Global Response’s South African Offshoring

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Our South African call center is designed to create effective, effortless collaboration, solutions and stability, to provide you with the outsourcing you need, at the quality you deserve. Whether you’re looking for a full-service contact center, an overflow center for busy seasons, or BPO outsourcing for another business process, our South Africa center can help support your goals.

We have headquartered our call center in Johannesburg, a dynamic location that offers increased affordability and accessibility. Johannesburg offers direct flights to and from the US and the UK, enabling international clients to more easily work with and visit our team and call center. In addition, Johannesburg is also a major business hub and economic powerhouse of South Africa, allowing for increased skilled labor and stability.

Despite being home to a large skilled workforce, Johannesburg struggles with high unemployment rates, which allows our team to hire some of the best talent available and pay them well—even while experiencing low attrition rates and affordable labor. Due to cheaper property prices and less BPO competition, Johannesburg is more cost-effective than other locations in South Africa and can be as much as 25% cheaper than nearshoring locations.

What’s more: South Africa also boasts excellent connectivity and infrastructure, ensuring your call center will stay up and running consistently. Not only is the African AWS server hub located in South Africa—meaning insanely fast speeds and infrastructure for clients using AWS—but it’s also relatively unaffected by major storms, earthquakes and other natural disasters, providing strong year-round stability.

South Africa call center services

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Our South African call center offers a variety of services to help you achieve your goals. For example, we offer:
Give your customers unbeatable service for inbound calls, emails, complaints, concerns and more.
Make sure your customer’s technical needs are met consistently, whether it’s troubleshooting or diagnostics, step-by-step walkthroughs to bug fixes.
Today’s customers need to be able to reach you on any channel. Give your customers the flexibility and support they need, with a seamless experience that’ll make a great impression.
Transform your company’s productivity, operational costs, and customer satisfaction with support for a variety of business processes. You focus on your core business, we handle the rest.
Success isn’t a surprise for our teams—it’s a strategy. We’re here with the QA processes and metrics you need to excel at every customer touchpoint, drive engagement, and improve customer satisfaction.
Let us generate leads and sales for your brand while delivering a premium customer experience.

Industries we serve

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Is outsourcing to South Africa right for your business? Our South African call centers have experience with a wide variety of industries, including:

How To Choose The Right South African Call Center

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Location is a key priority when choosing the right call center. However, location shouldn’t be your only priority. When you’re looking for a call center partner, look out for:
Flexibility and scalability
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An ideal call center partner should offer both flexibility for short-term needs and scalability for a long-term partnership. If you need to scale up for a busier season or scale back for slow periods, the right call center should make it easy to do so, allowing you to effectively staff your team without paying for overstaffing.
Technology and infrastructure
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Modern technology and strong infrastructure ensure your call center is running efficiently and consistently. South Africa has excellent connectivity and infrastructure, as well as government support to ensure that both stay consistent in the long run.
Demonstrable results
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Any call center worth their salt should be able to demonstrate proven results from other clients in a similar industry or position to yours. This could be in the form of case studies, testimonials, past client reviews, a portfolio or other clear examples of results.
Experience and expertise
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Similarly, you want to find a call center that has adequate experience both within CX and customer service generally, as well as within your industry. A call center should be able to provide examples of clients within your industry, as well as demonstrated results to show their expertise.
Communication
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Often overlooked, ensuring your call center offers great communication practices—both internally, with you as the client, and externally, with your customers—is essential. Without great communication, you can miss out on productivity, efficiency, and effective results.

How do South African call centers compare?

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MEXICO US PUERTO RICO INDIA TUNISIA SOUTH AFRICA
Market Size Large labor market makes scaling and flexible solutions easy Subject to ebbs and flows of US labor market and demands Smaller labor market due to geographic size can limit scalability and flexibility Large labor market makes it possible to scale quickly, but with some quality issues Large labor market makes scaling easy and cost-effective Large population with diverse and skilled workforce
Infrastructure and technology Strong infrastructure and technology caters to a US market Infrastructure and technology is on par for US norms Infrastructure may be less sophisticated or consistent compared to other nearshoring locations Infrastructure is often less sophisticated or consistent compared to other outsourcing locations Cultural focus on technology and innovation supports infrastructure and modern tech Infrastructure is one of the strongest in Africa, with excellent connectivity and low impact from storms or natural disasters
Cultural or Linguistic Compatibility Proximity to the US means cultural or linguistic barriers rarely exist Cultural or linguistic issues are rarely problems Proximity to the US means cultural or linguistic barriers rarely exist Cultural and linguistic barriers are common issues, especially in customer-facing roles Proximity to Europe heightens familiarity with Western cultures and languages Extremely Westernized culture allows for high cultural and linguistic overlap
Taxes and Business Tax incentives and exchanges rates in Mexico are favorable for US businesses US-based outsourcing offers familiar tax and legal systems, but at a premium price As a US territory, taxes and legal systems don’t offer any unique benefits, and have additional complications since Puerto Rico is not an official state. No specific tax benefits or legal incentives No specific tax benefits or legal incentives, though proximity to Europe increases familiarity with Western business models Creating jobs in Africa can contribute to US-based businesses’ ESG scores
Multilingual Availability Multilingual agents are very common, typically fluent in Spanish and English Multilingual or bilingual agents are rarer and more expensive Multilingual agents are very common, typically fluent in Spanish and English Many multilingual agents, but may not be fluent in relevant languages Multilingual agents often speak French and English Many agents are multilingual, with French and Portuguese being common
Proximity Geographic proximity makes accessibility, collaboration and communication easy Nearby call centers invite accessibility and collaboration Geographic proximity makes accessibility, collaboration and communication easy Geographic distance creates barriers to accessibility and collaboration Proximity to Europe makes call centers more accessible for clients Direct flights from US and Europe make visiting accessible
Cost & Quality Very cost-effective option with a good balance of affordability and quality High service quality, but more expensive services Cost-effective option with a good balance of affordability and quality Very affordable services, but often with a lower service quality Very affordable services with a high service quality Very cost-effective, up to 25% cheaper than nearshore locations

South Africa Call Center FAQs

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South Africa has three major outsourcing locations: Johannesburg, Durban and Cape Town. Johannesburg is a great choice, as it’s home to the largest workforce, strong infrastructure and an existing business and financial hub. However, Cape Town is another good option, as its many top universities ensure that it continues to attract a young, educated workforce. Durban is a hub for transportation and logistics within South Africa, so it’s a good option for outsourcing within those industries.

South Africa offers cost-effective outsourcing alongside scalability and quality, a combination that can be difficult to find. More accessible than most offshoring locations, but more affordable than onshore or nearshore locations, South Africa offers a skilled and Westernized market that provides high-quality service, innovation and collaboration at a fraction of the cost. 

While the Philippines are often said to be “the call center capital of the world,” South Africa is growing in popularity for call centers due its highly skilled workforce, stable infrastructure and ample scalability.
South Africa has excellent infrastructure for outsourcing. With excellent connectivity and strong government backing, the infrastructure for call centers is just as strong as nearshore or onshore locations. South Africa is also the African AWS server hub, so companies working off of AWS will have access to the fastest infrastructure and speeds.

See results from our South African Call Centers

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Want to see the Global Response difference? See some of our client stories or connect with an expert today to see how our Mexico call centers can give your team the results you’re looking for.

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Find out how our nearshoring strategies can help transform your CX today.