Call Centres in Durban a catalyst for youth jobs
Durban, 22 April, 2016: The call centre industry in Durban has established itself as a large contributor to sustainable employment opportunities within the region and continues to carve out a niche as South Africa’s capital for outgoing calls.
Forming part of the larger Business Process Services (BPS) industry, which currently employs 25 500 people in the Kwa-Zulu Natal region, call centre operations in the province has the potential to be one of the fastest enablers for job creation, particularly among young people.
This is according to Johann Kunz, Managing Director of WNS South Africa, a leading international Business Process Management company, who says that the growth currently seen in the BPS industry in Durban is an indicator of the rapid rate at which the sector can add jobs.
“Given the fact that Kwa-Zulu Natal currently experiences one of the highest youth unemployment rates in the country with 33.4% of young people in the region out of work, a catalyst for job creation remains a critical priority.
“The Business Process Services industry, of which customer interaction services form a large part, has the ability to not only provide a substantial amount of new jobs, but can turn them into sustainable careers through the continuous skills development the industry demands,” says Kunz.
With the hiring criteria for certain entry-level positions within the BPS industry including a mandatory Matric certificate and basic competencies, this presents a large pool of potential applicants with the prospect of sustainable employment opportunities where they can gain valuable experience.
Business Process Services involves appointing an external provider to take over the responsibility of a particular business function or process, such as customer interaction services or accounting work for example. Currently, the BPS industry contributes R50 billion to South Africa’s Gross Domestic Profit (GDP) and has been identified as a priority sector for growth and investment potential.
In the Kwa-Zulu Natal region, Business Process Services still largely consists of contact centre services, handling interactions both locally and abroad. The province is the second largest South African location for handling international customer service. Currently, the United Kingdom and Australia are the two key international markets serviced.
Kunz explains that the location offers a very attractive value proposition and has the potential to become a leading international destination for customer interaction services. “Recognising this, we have added Durban to our international network of delivery centres with the hopes of boosting growth within the regional BPS industry,” he says.
“The favourable growth experienced within the region has resulted in us setting up an additional delivery centre just eight months after opening our doors in the province for the first time. We currently employ over 400 people in Durban and expect this number to grow significantly in the coming months,” adds Kunz.
Over the years, Durban has built a reputation for being the hub of quality sales interventions.
“In addition to the current niche Durban has carved out for itself, we expect the imminent introduction of more complex processes within the region, different to the more simpler customer service related processes currently on offer. This expansion, which includes accounting services, human resources and data analytics, among others, opens up a completely new avenue of exciting opportunities for skilled labour in Kwa-Zulu Natal,” concludes Kunz.
WNS (Holdings) Limited (NYSE: WNS), is a leading global business process management company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals including Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare and Utilities. WNS delivers an entire spectrum of business process management services such as finance and accounting, customer interaction services, technology solutions, research and analytics and industry specific back office and front office processes. As of September 30, 2016, WNS had 31,719 professionals across 42 delivery centers worldwide including China, Costa Rica, India, Philippines, Poland, Romania, South Africa, Sri Lanka, United Kingdom and the United States. For more information, visit www.wns.com.
About WNS South Africa
WNS Global Services SA (Pty) Ltd has been in operation since 2003 and has built a reputation as the industry leading Business Process Outsourcing (BPO) Company in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex business processes from our eight delivery centres across South Africa, employing 4 000+ people.
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WNS South Africa
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WNS South Africa
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