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Omni HR Consulting: Offshoring in South Africa is beyond the vision and presumptions of economics

South Africa has fast become the destination of choice when it comes to offshoring and the tainted first thought that comes to mind for South Africans is that labour hire/acquisition is cheap. The consideration that offshoring has economic benefits for SA (and the client) is fair; however what opinions and presumptions are linked to South Africa that attracts foreign investment into the Contact Centre Industry? What is the unique and dynamic contribution of South African role-players relative to international campaigns?

The research topic is aimed at exploring the nuances that is associated with South African culture that provides a competitive advantage to international outsourcers. Tangible factors such as relaxed tax laws, employment as a key South African governmental driver as well as limitations such infrastructure, recruitment costs, labour availability and poor I.T. infrastructure are considered as this impacts decision making when evaluating a potential offshore country.

A further focus will be placed on customer experience management of the SA workforce and in particular the cultural affinity to specific international markets. Research shows that the profile of the 2020 consumer has changed and to a large degree e-commerce supports the ‘on demand’ requirement of this consumer. Being three years away from realising the next generation of consumers makes it more important than ever for industries such as Contact Centres who operate in a virtual space to appropriately gear for this type of consumer. Cultural Intelligence is defined as “the awareness of cross-cultural differences, as well as the ability to function successfully in cross-cultural situations” (Robbins, 2003:42). Critically evaluating and considering ones’ human capital as an asset and developing the workforces’ cultural intelligence could serve as a sustainable competitive advantage to both the Contact Centre as well as the offshore organisation.

The rich, diverse culture within South Africa presents a unique opportunity to develop cultural intelligence. Contact Centre Managers, traditionally understand the scope of managing outputs linked to a metric system, however behavioural undertones pose a challenge and presents the biggest risk to any business as the impact is felt both internally and externally.

Behavioural impacts within an organisation can be seen operationally (through processes), corporate culture (the manner of doing things) and corporate values where misalignment between individual values and belief systems and that of the organisation exists.  The resultant factors of internal behavioural “issues” will inevitably have an impact on the consumer and their impression of the service offering and corporate brand in general. A brand is no longer owned by a company and thus added complexity makes it more evident for organisations (and Contact Centres in particular) to influence the consumer by understanding their unique demands, expectations and country-specific norms, specifically in a South African context, and match those to the service offering being presented by the brand through various campaigns.

The research engagement with stakeholders in all sectors of the Contact Centre Industry, both local and international will help to determine this understanding.

Key Take Aways

  • Considering the dynamism of a South African Workforce
  • Cultural affinity in the national and international Contact Centre
  • Unique South African perspective of customer engagement and efficacy of dealing with local and international clients.

Speaker: Jason le Grange, Ph.D

 

Academic Head, Omni Academy for Education, Training and Development

Jason le Grange works in the field of Adult and Vocational Learning in South Africa. He is a quality assurance specialist and previously consulted to two Sector Education Training Authorities. He completed his Ph.D. through the University of Cape Town. He is currently the Director of Research at the Omni Academy for Education, Training and Development and his research interests include democratic learning, recognition of prior learning, e-learning practices and occupational learning.

About OMNI HR Consulting (Pty) Ltd

OMNI is a Private College operating with the SETA landscape and is accredited to offer a number of qualifications and skills programmes. Working within the Contact Centre industry since 2003 as a credible skills development partner, we have implemented initiatives centred on talent development and employment drives through Learnerships.

www.omnihrc.com

ABOUT THE CCMG

The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.

JOHANNESBURG
Tel: 010 003 0020

CAPE TOWN
Tel: 021 856 3871

info@ccmg.org.za