Onshore/Offshore Capability

South Africa

Our market leading
offshore location

Highly respected UK global brands have invested in delivering their customer care and sales experiences from the UK to South Africa, our offshore operation. The market movement has seen brands repatriate services being provided from India and the Philippines back to the UK or into South Africa. We have particular expertise in transitioning large complex operations from the UK to South Africa.

A strategic approach to cost optimisation

The cost of operations can be 50-60% lower than those in the UK for both voice and non-voice models whilst our Durban delivery centre does not suffer from the attrition and absence issues associated with the large metropolitan areas. CXP are members of BPESA, South Africa’s trade body for the International Global Services Market. Recent research carried commissioned by BPESA and carried out by Everest Group highlights the strengthening of South Africa’s position as a developed offshoring destination. South Africa was voted 2nd best International Outsourcing Destination 2020 and has been growing at a compound annual growth rate of approximately 22% per annum. Our ability to deliver uninterrupted services during the COVID 19 crisis has led to continuing growth and investor confidence in the South African BPO industry.

Why Durban, South Africa?

Our “state of the art” delivery centre in Durban South Africa has space for 550 FTE. Durban is the “jewel in the crown” of South Africa’s BPO industry. Whilst maturing well in terms of talent and capability, it does not suffer from the “market overheating” characteristics associated with Cape Town and Johannesburg and indeed further afield in major metropolitan BPO hubs found in the Philippines and India. Lower wage inflation, an exceptional work ethic, greater employee loyalty and good educational standards support Durban as being an optimal location when it comes to available talent, high quality delivery and value for money. Durban has an abundance of great English first language skills, an excellent work ethic, high empathy levels , cultural affinity with the UK, and niche domain skills, which have led to success in next generational service delivery.

CXP House, South Africa

The Durban area and specifically our Umhlanga site offer an excellent location from which to deliver scalable contact centre services. The environment, climate, ease of travel along with areas of natural beauty and interest offer much to UK business as well as their employees based in Durban. Our site is 20 minutes from Durban’s King Shaka International Airport.