Launched just over a year ago Serco South Africa has processed more than 2.5-million calls since opening for business in 2012. The global Business Process Outsourcing (BPO) firm, which has an international staff of more than 100-thousand employees in 11 countries, has employed more than 350 local staff.
“This is the first time that we have had a team out in South Africa and they have quickly started to produce some excellent results for our client, Shop Direct. We are delighted with what we have been able to achieve in a relatively short space of time and now have a good platform from which to grow,” Operations Director for Serco South Africa, Brandon Aitken said.
Globally, Serco serves a range of international and domestic customers in sectors such as banking, insurance and retail. The company’s entry into South Africa supports their corporate strategy to enter new geographies, where they see growth potential for their services.
“South Africa is a great location for enabling innovation across Serco’s service capabilities, in particular our digital service capabilities. Based on the country’s extensive talent pool in financial services, compliance and insurance, higher value services, including shared services and complex back office operations, are on the cards,” Partnership Director for Serco South Africa, Fagri Semaar said.
Fast becoming a hot destination for the call centre and BPO industry, the sector employs more than 38 000 people and is worth an estimated R8-billion to the South African economy. Offering excellent English capabilities and domain expertise in various sectors, it has delivered a massive boost to the region’s economic growth and has created a number of opportunities, especially for young job seekers, the demographic with the highest rate of unemployment in the region.
“Mentorship and skills development is key,” Semaar said. “We have a readily available and accessible talent pool in South Africa and are eager to invest in local resources. Serco South Africa has created a number of exciting opportunities both locally and eventually into the rest Africa, when we broaden and expand our investments into the region.”
“South Africa has emerged as a valuable offshore delivery location, which offers excellent infrastructure, an expanding talent pool, great customer experience and attractive cost saving opportunities,” Aitken said. “By continually developing offshore opportunities and contributing to job location, investing in skills development and sharing our global best practices, Serco aims to make a meaningful contribution towards social and economic development.”
Serco is an international service company. Our global BPO business has 100 000 employees over 100 locations, with a presence in 30 countries providing the complete spectrum of business services to customers in the public and private sector around the world. As a dynamic global service organisation, our people have the expertise and intimate knowledge of our customers’ markets as well as best practice processes and technologies to exceed expectations. We have the vision, agility and determination to deliver cutting-edge business process solutions and set ever-higher standards in the markets we serve.
More information can be found at www.sercoafrica.com.
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