Focused tech investments leapfrog SA contact centres.
The South African contact centre industry has arrived at a watershed moment in its global competitiveness. Compelling insights from the 2026 Inner Circle Guide to South African Contact Centres confirm that local operations continue to invest heavily in digital transformation at rates far above those in more mature developed markets, like the UK and the US.
By Greg Jarvis, Global Customer Success Director at Connect
A major annual report by ContactBabel, developed in partnership with Connect, is a trusted source of industry insights and trends data, studying the customer experience (CX) strategy, performance, operations and technology aspects of South African organisations.
The survey covers a broad sample of in-house/captive contact centres serving a single company and outsourced/BPO operations serving multiple companies internationally, or both.
The survey findings reveal that 65% of local operations expanded in 2025, and 73% expect growth in 2026, compared with flat or declining headcounts in the UK and US.
South African firms are gearing up to facilitate and support this growth by investing more heavily in training (vs. consultants) and technology. Digital channel adoption has also accelerated and now accounts for a higher proportion of inbound interactions, compared to the UK and the US, with rapid growth in web chat and WhatsApp messaging.
South African contact centres outperform globally.
Make strategic investments and gain competitive advantage with Connect.
Importantly, AI adoption rates were higher than those reported in the UK or US, focusing on chatbots, knowledge base automation and agent assistance, while cloud penetration was also above the US and UK.
Consequently, a significant majority (86%) of respondents rated their CX technology as good/excellent, which is well above the UK (35%) or the US (26%). This confidence is born out in the key operational metrics highlighted in the report, where South Africa clearly dominates:
- Significantly faster speed to answer
- Lower call abandonment rates
- Higher first contact resolution (FCR)
- Lowest cost per inbound call
Unsurprisingly, given the major strides made in bolstering capabilities and performance, 73% of outsourced activity in the South African contact centre industry serves international clients, according to the report, confirming South Africa’s global competitiveness.
Overall, the report paints a compelling picture of a burgeoning local contact centre sector that is younger but more technologically agile than those in the UK or US, where legacy systems and processes hold back some operations.
By combining advanced cloud and AI adoption, rapid digital growth, low operating costs and social inclusion, South African operators stand poised to capitalise on South Africa’s rising prominence as a globally competitive destination of choice for outsourced services and efficient domestic service provider.
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.
Frequently asked questions.
Why is South Africa emerging as a globally competitive contact centre destination?
South African contact centres are investing in digital transformation, cloud platforms and AI at a faster pace than many mature markets. Combined with a growing, well-trained workforce and high levels of international outsourcing demand, South Africa is increasingly positioned as a destination of choice for both global and domestic service delivery.
How are technology and AI shaping growth in the South African contact centre industry?
Technology adoption is a key growth enabler for local contact centres. Higher uptake of AI-driven tools such as chatbots, agent assistance and knowledge automation, alongside accelerated digital channel adoption like web chat and WhatsApp, is improving efficiency and customer experience at scale.
About'Connect.
Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences and simplifying complex communication challenges.
Connect with us Connect UK, Connect South Africa, Connect India, Connect USA.
Find out how we can help your business communicate better.
To discuss your communications challenges and requirements, get in touch with us today.
Connect with us now.
New web: Contact Us
"*" indicates required fields