BPO STAKEHOLDER FORUM - BPESA / DTI COMMUNICATION March 2018
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BPO STAKEHOLDER FORUM BPESA / DTI COMMUNICATION March 2018
BPESA UPDATES
CHANGE, THE ONE CERTAINTY We live in a world of rapid change and disruption to our way of life and world of work. The BPO Sector as we know it today will be impacted significantly ………..preparing for that change is our collective responsibility BPO Stakeholder Forum 2018 BPESA is a proud member of
BPO – THE SA STORY From small beginnings to a globally competitive player…………..we stand at the threshold of new opportunities for everyone BPO Stakeholder Forum 2018 BPESA is a proud member of
MOBILISING FOR A NEW FUTURE
Prompted by stakeholders to change, BPESA undertook a transformation process in 2017, to establish an inclusive,
strong and credible industry body with a mandate to mobilise role players nationally, to add value to industry
members, to broaden participation and to coordinate targeted and systemic interventions for scale
The need for
national
coordination and
mobilisation
A real focus on the sector
as a priority contribution
to South Africa's
Increase the value economy
proposition to Organised strategy
industry around supply and
stakeholders demand – Targeted and
systemic interventions
Broaden participation
for scale
of industry
stakeholders
BPO Stakeholder Forum 2018 BPESA is a proud member of
FIVE YEAR ROADMAP
BPESA has charted a five year journey in partnership with government, strategic partners and all the members to
mobilise, organize and engage each other to develop and grow the industry at scale while transforming and
adapting to the changed world of work that Industry 4.0 brings
Sustain and grow
Compete in Industry
4.0 International BPO Job Growth Projection - with inclusive hiring
@ 20% of all new jobs
9000 8400 80000 • 32,235 sustained new jobs
8000 • 90% youth jobs, 6,447 for
70000
7050 excluded youth
7000 • 9,000 work opportunities
Focus, deliver, 6245 60000
for excluded youth
transform 6000 5540
5000 50000
Move up the value 5000
chain of services Annual New Job Growth @
40000
4000 (10% to 22% compound
growth)
30000
3000 Inclusive Growth
2000 1680 20000 Commitment @ 20% new
1410 1249 job growth
1000 1108
1000 10000 Compounded Jobs in
Industry
0 0
Mobilise, organise, Year 1 Year 2 Year 3 Year 4 Year 5
engage (2018) (2019) (2020) (2021) (2022)
BPO Stakeholder Forum 2018 BPESA is a proud member of
MEET THE TEAM The new BPESA team includes executive representation from: each region, domestic and international companies, and Government and NGOs – all actively engaged in the development of the sector. A small full- time team provide key services to enable BPESA to fulfill its proposition to its members BPO Stakeholder Forum 2018 BPESA is a proud member of
HOW DO WE ENGAGE WITH YOU There are many channels open for BPESA and its members to engage with each other BPO Stakeholder Forum 2018 BPESA is a proud member of
HOW DO WE ENGAGE WITH YOU
1
There are many channels open for BPESA and its members to engage with each other
demand skills mobilisation
forums forums forums
BPO Stakeholder Forum 2018 BPESA is a proud member ofHOW DO WE ENGAGE WITH YOU
2
There are many channels open for BPESA and its members to engage with each other
community
skills investment
events &
development promotion
awards
BPO Stakeholder Forum 2018 BPESA is a proud member ofHOW DO WE ENGAGE WITH YOU
3
There are many channels open for BPESA and its members to engage with each other
exco
regional
portfolio
representative
representative
BPO Stakeholder Forum 2018 BPESA is a proud member ofHOW DO WE ENGAGE WITH YOU
4
There are many channels open for BPESA and its members to engage with each other
BPESA digital
BPO Stakeholder Forum 2018 BPESA is a proud member ofVOICE OF OUR MEMBERS BPO stakeholder groups participated in a survey last year to share their expectations of what the industry body should be doing to add value to their businesses – their voices have been heard and the new membership proposition has been designed to respond directly to those voices BPO Stakeholder Forum 2018 BPESA is a proud member of
2018 MEMBERSHIP PROPOSITION
Members can select the most suitable membership service package choosing between the platinum (all
inclusive) and gold options. Companies with less than 200 employees pay 60% of the listed fee while those
with more than 200 employees pay the full fee as advertised. Should you select the gold option, you can
always benefit from other members services by paying for those services on a pay as you use basis. Each of
these additional services will be quoted on request
International International Domestic
Outsourcer Captive Outsourcer
Domestic Vendor &
Clients
Captive NPC
BPO Stakeholder Forum 2018 BPESA is a proud member ofMEMBER ONBOARDING PROCESS
Registering as a member is initiated on-line and fulfilled electronically. Your regional representative can assist with
membership queries as can the support team – contact details are published on the BPESA website
Membership form Once forms are Once the invoice has The members
completed online received, an invoice been settled company will be
http://www.bpesa.org will be processed and the active uploaded to the BPESA
.za/membership/ sent through to the Membership status Member Directory,
new member for comes into effect receive a Membership
payment Confirmation Letter,
Member Button and a
Membership
Certificate
BPO Stakeholder Forum 2018 BPESA is a proud member ofDTI UPDATES
VALUE PROPOSITION The Everest Group have been contracted to review and refresh the South African BPO Value Proposition. This will be made available to all members and will be used by the Marketing team and others in positioning SA with a consistent and relevant message in each of our target markets BPO Stakeholder Forum 2018 BPESA is a proud member of
MARKETING
Invest SA take responsibility for promoting South Africa as an attractive offshore BPO destination, targeting the
UK, Australia and North America markets – the major English speaking sourcing markets BPO services. The
BPESA Marketing Committee consult with Invest SA and CEOs to plan and manage the marketing events to
support investors and the promotion of SA
Global services market - Location heatmap 2017
Nascent locations
Emerging locations
Established locations
Mature locations
Source geographies
Scotland
Northern Ireland Baltic States
Canada England
Ireland Poland Belarus
Czech Republic Ukraine
Slovakia
Croatia Hungary Romania
Bulgaria
Portugal Serbia Turkey
Japan
Israel China
Morocco
Egypt South Korea
Mexico India Taiwan
UAE
Guatemala Jamaica
Honduras Thailand
Nicaragua Philippines
El Salvador Costa Rica Nigeria Vietnam
Colombia Sri Lanka
Panama Ghana Malaysia
Singapore
Kenya
Brazil Indonesia
Peru
Mauritius
Australia
South Africa
Uruguay
Argentina
Chile
1 Analysis based on headcount for global services exports
Source: Country- / city-level investment promotion agencies, global services organizations, and Everest Group (2017)
Proprietary & Confidential. © 2018, Everest Global, Inc. 1
BPO Stakeholder Forum 2018 BPESA is a proud member ofINCENTIVE SUPPORT
Government is reviewing the current incentive scheme to align to global benchmarks and evolving investor and
funders needs. The revised incentive policy will support those companies that demonstrate high standards of
business practice and that offer services that present young South Africans with the opportunity for good
quality work experiences
KEY DISCUSSION POINTS
global benchmarking –
contacts and types of services
incentive review
adoption of minimum
quality and standards
guaranteed salary
BPO Stakeholder Forum 2018 BPESA is a proud member ofCOSTS PER JOB PER CATEGORY:
NON-COMP
Data collected over the past 12 months shows a wide range in operating costs, particularly in salaries and
benefits, between the different types of services offered from South Africa
Non Complex job operating cost
R20,000.00
R18,000.00 R2,949.04
R16,000.00 R985.35
R369.94
R14,000.00 R1,729.90
R941.72
R12,000.00 R465.42 R1,111.25
R844.03 R503.48
R1,181.51 R845.69
R10,000.00 R1,210.82
R1,697.78 R347.24
R310.06
R8,000.00 R884.32
R278.14
R396.37
R13,338.66 R613.10
R6,000.00 R695.90
R9,543.92
R4,000.00 R8,223.10 R7,721.70
R5,728.44
R2,000.00
R0.00
IT Services CRM Contact Centres English Tutor Services Shared Service Centres Contact Centres
Salaries and benefits Facility maintenance and rentals Telco costs Equipment costs Other costs
BPO Stakeholder Forum 2018 BPESA is a proud member ofCOSTS PER JOB PER CATEGORY:
COMPLEX JOBS
Data collected over the past 12 months shows a wide range in operating costs, particularly in salaries and
benefits, between the different types of services offered from South Africa
Complex job operating costs
R40,000.00
R35,000.00
R2,507.91
R1,829.71 R833.33
R2,487.52
R714.06 R3,125.00
R30,000.00 R1,199.96 R644.75
R940.15 R1,166.67
R464.72 R2,190.80 R3,721.89
R844.03 R1,750.00
R1,565.09
R25,000.00
R20,000.00
R15,000.00
R26,910.11 R26,060.03 R26,041.67
R25,484.07
R10,000.00
R5,000.00
R0.00 R0.00
IT Services CRM Contact Centres English Tutor Services Shared Service Centres Contact Centres
Salaries and benefits Facility maintenance and rentals Telco costs Equipment costs Other costs
BPO Stakeholder Forum 2018 BPESA is a proud member ofCONTACT CENTER SALARY SURVEY 2018
Overview of Methodology & Profile of Respondents
Region Size of Contact Centre
Represents 58 841 seats
Type of Contact Centre BPO VS Captive
BPO Stakeholder Forum 2018 BPESA is a proud member ofRegional Agent Comparison
National Years Low Median High
Customer Service 0-1 R3,500-R4,999 R8,000-R8,499 R14,500-R20,000+
Gauteng salaries
Inbound 1+ R3,500-R5,499 R9,000-R9,499 R16,000-R20,000+
Customer Service 0-1 R3,500-R4,999 R7,500-R7,999 R14,000-R17,999
Outbound 1+ R4,000-R5,499 R8,000-R8,499 R15,000-R20,000+ match or exceed
the national average
Sales Inbound 0-1 R3,000-R4,999 R7,000-R7,499 R12,500-20,000+
1+ R3,000-R4,999 R7,500-R7,999 R15,000-R20,000+
Sales Outbound 0-1 R3,000-R4,999 R7,000-R7,499 R12,000-R14,499
1+ R3,500-R4,999 R7,500-R7,999 R14,500-R16,999
Collections 0-1 R3,500-R4,499 R6,000-R6,499 R11,000-R12,999
1+ R4,000-R4,999 R6,000-R6,499 R12,000-R12,999
Customer All KZN agent
Service agents salaries trail behind
in WC are the the national
highest paid average
BPO Stakeholder Forum 2018 BPESA is a proud member ofCaptive VS BPO Agents
Captive’s salaries exceed Captive’s pay higher
BPO salaries commissions / incentives
BPO agent salaries range Captive agent salaries range
R5 500 and R7 500 R6 000 and R10 500
BPO Stakeholder Forum 2018 BPESA is a proud member ofAgents by Contact Centre Size
Incidence % Total
N=146
< 10 agents 6.9
10 – 50 agents 26.0
51 – 100 agents 17.8
101 – 200 agents 13.7
201 – 500 agents 13.7
501 – 1000 agents 11.0
> 1000 agents 11.0
Total number of agents 58 841
BPO Stakeholder Forum 2018 BPESA is a proud member ofAgent Comparison by Job Function
Agent Salaries
Collections agents
R6000,00 - R6500,00
Inbound and outbound sales agents
R7000,00 - R7999,00
Customer service inbound agents
R8000,00 - R9500,00
0 2000 4000 6000 8000 10000
BPO Stakeholder Forum 2018 BPESA is a proud member ofAgents Annual Salary Increases BPO Stakeholder Forum 2018 BPESA is a proud member of
Agent Benefits Offered BPO Stakeholder Forum 2018 BPESA is a proud member of
Agent Incentives and Commissions BPO Stakeholder Forum 2018 BPESA is a proud member of
Key Observations for Management Salaries
Gauteng pay higher salaries
Western Cape either match or fall short
of the national average
KZN salaries trail behind the national
average
Region Supervisor
Gauteng R16 000 - R18 999
Western Cape R15 000 - R16 999
KZN R12 000 - R12 999
National R15 000 - R16 999
Captive’s pay higher salaries than BPO’s
Region Manager
Gauteng R28 000 - R39 999
BPO salaries trail Captive salaries by Western Cape R24 000 - R34 999
more than R4 000 on all levels KZN R24 000 - R34 999
Smaller contact centres pay higher salaries
National R24 000 - R39 999
Region Executive Management salaries appreciate
Gauteng R80 000 - R89 999 significantly after 5 years’ experience
Western Cape R70 000 - R74 999
KZN R60 000 - R64 999
National R70 000 - R74 999
BPO Stakeholder Forum 2018 BPESA is a proud member ofKey Observations for Support Function Salaries
Captives pay higher salaries
IT Managers earn the most; between
R45 000 – R49 999
Followed by MIS & HR Managers; between
R35 000 – R39 999
QA & Workforce Managers earn the lowest;
between R27 000 – R32 500
Prevalence of support functions is higher in BPO Contact
centres
KZN has the highest prevalence of support functions
Experienced MIS Analysts earn the highest salaries
Quality Assurors in KZN earn the lowest salaries
BPO Stakeholder Forum 2018 BPESA is a proud member ofImplementing Successful Remuneration strategies BPO Stakeholder Forum 2018 BPESA is a proud member of
SKILLS STRATEGY UPDATES
SKILLS STRATEGY UPDATES The current skills strategy is under review (by the skills forums) and will eventually align to the new value proposition and South Africa’s requirements for “future skills”. Government and Industry will work closely together to ensure that there is an institutional supply of skills for current and future requirements BPO Stakeholder Forum 2018 BPESA is a proud member of
Q&A
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