Contents Defining bpo



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tarix09.01.2019
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Contents

  • Defining BPO

  • Background: South Africa’s window of opportunity

  • Gaps South Africa need to address

  • South Africa’s strengths, weaknesses, opportunities and threats

  • The actions taken

  • Sector support programme

    • Government assistance programme
    • Talent development
    • Marketing inititiative
    • BPO standards
    • 2nd Economy interventions
    • Telecommunication costs


Defining BPO



Background: South Africa’s Window of Opportunity

    • BPO&O global market is expected to grow from $10b to $50-60b by 2008
      • 40-50% of the growth in banking and insurance
    • Result in an additional 3m jobs worldwide,
      • 200-500k will be contested by SA and other ‘tier 2’ players
    • SA is well positioned to exploit this opportunity
      • create 65-100k jobs,
      • attract $90-175m in real FDI,
      • GDP contribution of 0.3-0.5%.
      • substantial positive effect on BEE, SMME and Geographic Equity with respect to job creation


Gaps SA needs to address



Strengths Weakness Opportunity and Threat Analysis (SWOT)

  • Strengths

    • Cultural and language familiarity
    • Quality of business infrastructure
    • Economic and political stability
    • Quality of life and attractiveness of location
    • International connectivity
    • Adaptability
    • Entrepreneurial culture


SWOT Analysis

  • Weaknesses

    • Cost of operations (labour and telecom)
    • Inadequate government support and investment (e.g. tax, incentives)
    • Talent gaps (agent and middle management)
    • Quality and cost of transport
    • Perceived security risk
    • Investor relationship management (marketing effectiveness)
    • Lack of scale vendors
    • Difficulty of set-up


SWOT Analysis

  • Opportunities

    • Demand surplus in the traditional BPO&O market as India and China face supply bottlenecks
    • Opportunity to offer specialised services in sophisticated industries (e.g. Financial Services)
    • A foundation of multi-language skills
    • A location proposition to regional (Africa-based) players
    • An alternative location for captive/vendors already present in 1st tier locations e.g., India
    • Exploitation of country synergies e.g. culture, legal, regulatory
    • Exploit existing relationships


SWOT Analysis

  • Threats

    • Pace of delivery against telecom deregulation agenda
    • Risk of union resistance (cf. atypical employment) and constraining labour regulations (cf. overtime)
    • Inability to build a strong, coherent industry body
    • Inability to open up lower cost quality talent pools and build sufficient managerial capacity
    • Negative perceptions/uncertainty regarding gating criteria and issues such as HIV, BEE and crime
    • Exchange rate volatility


The actions taken

  • to exploit the opportunity have been largely coordinated through a partnership between the dti and the Business Trust.

  • under the direction and leadership of His Excellency, the Hon. Minister Mandisi Mpahlwa, MP. (The Minister of Trade and Industry and Director of the Business Trust).

  • The partnership also include key private and public sector decision-makers, namely:

    • Ms Thoko Didiza (Minister of Public Works and Director of the Business Trust),
    • Ms Elizabeth Thabethe (Deputy Minister of Trade and Industry),
    • Mr Derek Cooper (Chairman of Standard Bank and Director of the Business Trust) and
    • Mr Eddie Funde (Chairman of the SABC and Chairman of the industry body, Business Process enabling South Africa-BPeSA).
  • Operations are directed by

    • Dr. Raymond Ngcobo (Chief Director for Strategic Competitiveness Unit, Enterprise and Industry Development Division of the dti),
    • Mr. Brian Whittaker (CEO of the Business Trust) and
    • Mr Mfanu Mfayela (CEO of BPeSA).


Sector Support Programme

    • Five work streams were identified:
      • Government assistance and Support
      • Talent development
      • Marketing
      • Industry mobilisation
      • BPO&O standards
    • Additional work streams have been identified
      • Telecommunications pricing packages for the BPPO&O sector
      • BPO 2nd economy strategy


GAS Programme

  • The GAS programme was designed to support the development of the BPO&O sector, through:

    • Providing incentives to enhance the competitive advantage
    • Close the cost gap for BPO&O operations when compared to other BPO destinations such as India and Philippines
    • Address market failures that result in the high cost structure
  • Approved in December 2006 by Cabinet

    • Full roll-out in March 2007
    • The objective of the investment incentive is to attract BPO&O investment that creates employment opportunities.
    • The grant is provided depending on the value of qualifying investment cost and employment creation.
    • The grant ranges between R37,000 and R60,000 per seat and is offered to local and foreign investors establishing projects that aim primarily to serve offshore clients.


Benefits

  • INVESTMENT GRANT



Talent Development

  • The most critical element of a distinctive value proposition – the ultimate basis for competition “TALENT AVAILABILITY”

  • SA starts with a good foundation of trainable people, however considerable training is needed to deepen the talent pool

  • There is a need for substantial government investment through

  • Work Readiness Programme known as Monyetla is an initiative between the dti and the Department of Labour

    • aims to take unemployed matriculants or graduates through a process of learning work-readiness skills.
    • in its pilot phase aiming to train 1000 learners at a cost of R15 000 each
  • The Training and Skills Support Grant is directed towards the cost of providing company specific training (as opposed to industry wide training) up to a maximum of R12, 000 per agent.

    • The incentive grant is over and above the assistance obtained through the Sector Education and Training Authorities (SETAs) and is complementary to the BPO&O Investment Grant.


Previous and proposed initiatives



Previous and proposed initiatives



Marketing

  • To persuade the best companies to do business in S.A. and remain in S.A by:

    • Understanding and properly communicating the SA Value proposition.
    • Encouraging regional and industrial diversity
    • Ensuring a competitive environment ( one stop shop)
    • Removing Regulatory obstacles
  • The initiative straddles both targeted and broad-based marketing.  

    • Targeted marketing focuses on attracting and securing selected high impact foreign investors, who will in turn create a groundswell of other investor interest.
    • Broad-based marketing encompasses the supporting of government and industry initiatives, to raise South Africa’s BPO&O global profile, with the aim of securing a dominant Tier 2 position.


BPO&O Standards

  • A set of 3 new standards geared towards service quality

  • Address Inbound and Outbound Contact Centres and Back-Office Processing Operations standards in four categories:

  • •Leadership and Customer Service Management

  • •Human Resource Management

  • •Operations Management

  • •Technical Resource Management

  • SA Bureau of Standards (SABS) is now turning these into national standards

  • ISO is interested in the standards for the first global standard for BPO&O



BPO in the 2nd Economy

  • Need to shift from concentration in main Metropolitan areas (JHB, DBN and CT) to ensure equitable distribution of benefit

  • New designated areas have been identified to direct some investment to depressed communities

  • Criteria for selection

    • Levels of unemployment and poverty
    • Availability of buildings
    • BPO potential in terms of local economic development
    • Availability of ICT Infrastructure
    • Talent availability and development


Identified sites



Telecommunication costs

      • Working with DoC on infrastructure for designated areas/ICT hubs
      • Negotiating with Telkom for a developmental pricing framework
        • Large offshore clients (>1000 seats)
        • Domestic clients
        • SMME’s
        • Designated areas
      • Work is ongoing




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