Focused investment favours SA for global outsourcers.

Moreover, the region delivers demonstrably better agent metrics than more established markets, boasting a highly educated and dedicated workforce. The report shows that South Africa’s value proposition benefits from low worker attrition and low early churn rates, offering greater stability, service consistency and continuity.

As the industry matures, driven by expanding digital capabilities and a growing labour pool that is gaining more experience in serving international markets, the South African BPO sector stands poised to deliver a greater level of sophistication for global buyers.

For local operators looking to leapfrog the competition and secure their position as a leader in contact centre capabilities, Connect is the ideal partner to accelerate your digital transformation.

As global leaders in technology-enabled CX, our vendor-independence uniquely positions us to deliver solutions that meet a client’s unique needs. We leverage our customer-centric, service-led approach, and utilise our expertise in AI, data analytics, and automation to orchestrate personalised, connected CX and employee experiences across every channel using industry-leading solutions and network services.

For more granular insights into the South African contact centre industry, register and download the 2026 Inner Circle Guide to South African Contact Centres here.