The 2026 Inner Circle Guide to South African Contact Centres.

Executive summary.

Connect, a leading systems integrator and digital transformation partner with a vision to become the global leader in technology-enabled customer experience (CX), is proud to support the 2026 Inner Circle Guide to South African Contact Centres as a research partner to ContactBabel.

This major annual report delivers strategic insights into CX strategy, operations, and technology trends, based on input from senior professionals across in-house and outsourced contact centres.

Register and download the report to reveal a compendium of industry insights and decision-grade intelligence, such as:

• A strong majority of local providers expect growth in 2026, while UK and US remain flat.
• A significant share of outsourced activity serves international clients.
• Digital channels now dominate inbound interactions.
• AI adoption in South Africa is higher than reported in the UK or the US.
• South Africa leads globally in key operational metrics, such as speed to answer, call abandonment rates, and first contact resolution (FCR).

Download your copy of the 2026 Inner Circle Guide to South African Contact Centres.