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Global Insight. Local Strength

Endorsements

Mark Angus - GBS World Mark Angus
CEO & Chief Strategist: Genesis GBS

In Why Outsource BPO to South Africa – 2025, Rod Jones and Traci Freeman deliver an indispensable guide for anyone considering South Africa as a strategic BPO/GBS outsourcing destination. I have personally known Rod and Traci for two decades. I can testify to their vast industry experience and deep insights into South Africa’s BPO/GBS sector. This book goes beyond standard analysis, uncovering the depth of South Africa’s cost advantages, skilled workforce, deep domain expertise, and robust infrastructure that enable the country to serve various international source markets, including Australia, Canada, Europe, the United Kingdom, and the United States.

Rod and Traci expertly address the nuances and opportunities within the South African BPO/GBS market, presenting a well-rounded view of the country’s robust support systems, impact sourcing initiatives, and strategic appeal for enterprises worldwide. His emphasis on resilience, social impact, and the industry’s ongoing evolution underscores South Africa’s value on the global stage.

As co-publishers of this edition, we are pleased to disseminate and share its valuable content with the global business community. For any BPO/GBS decision-maker or stakeholder, this book is not just a recommendation but a roadmap – a comprehensive resource equipping readers with essential tools to make informed, strategic decisions about leveraging South Africa’s unique strengths and opportunities. This is a must-read for those seeking a true partnership that extends beyond borders and into the heart of one of the world’s most dynamic outsourcing destinations.

Happy reading!

Endorsements

Reshni-Singh-BPESA Reshni Singh
CEO: BPESA

Over the past two decades, South Africa has worked tirelessly as a sector community to build its global brand as a desirable offshore destination. As the national trade body and industry association, BPESA is honoured to have played a pivotal role in supporting the emergence of a world-class destination for GBS and the BPO sector. The combination of talent, technology, and an unwavering commitment to delivering exceptional quality and value to international markets has positioned the country among the top-tier global delivery locations.

Why Outsource to South Africa by Rod Jones and Traci Freeman provides an insightful and comprehensive guide to understanding our country’s unique advantages—from cost efficiency to highquality service delivery, robust talent pipelines, and leadership in social impact.

BPESA is proud to support this valuable resource, highlighting the success stories and growth opportunities that make South Africa a preferred partner for businesses worldwide. It is an essential read for decision-makers seeking to harness the potential of South Africa’s dynamic and resilient outsourcing ecosystem.

Regards

Endorsements

Clayton-Williams-CapeBPO Clayton Williams
CEO: CapeBPO

This book is an excellent representation of the transformative power of the BPO sector in South Africa. As CEO of CapeBPO, I have witnessed firsthand the remarkable evolution of our industry and its profound impact on our economy, labour market and the citizens of the Western Cape through both the creation of direct and indirect career opportunities at scale. It serves as an invaluable guide for organisations looking to understand and harness the potential of BPO services in South Africa. It highlights not only our competitive advantages but also the innovation and dedication that has become synonymous with our talented workforce and world-class service delivery, most especially within the CX-remit.

The insights shared will empower decision-makers to navigate the complexities of outsourcing and recognise our country, region and city’s unique opportunities.

In a global industry and economic climate where agility and efficiency are paramount and the rapid pace at which digital transformation and technology is changing how traditional outsourced and offshored services are being delivered, the ‘’Why Offshore BPO & GBS to South Africa’’ book underscores the country’s position as a premier outsourcing destination. It provides a comprehensive overview of best practices, industry trends and the essential role of technology in optimising growth and performance.

I would definitely recommend anyone seeking to deepen their understanding of the BPO landscape in South Africa and stakeholders aspiring to leverage our industry’s strengths for sustainable success to take a read through the pages.

Thank you for your commitment to promoting the BPO sector. I look forward to seeing this book’s positive impact on our industry and beyond.

Regards,

Endorsements

Peter-Ryan-Ryan-Stratetig Peter Ryan
Principal Analyst, Ryan Strategic Advisory: Montréal, Canada

They say that the more things change, the more they stay the same. Whoever came up with this phrase clearly didn’t know the South African contact centre and BPO sector. It is rare to witness a national industry evolve to the extent that this one has over the past two decades. I (and many others) who have covered this space from a global angle would be remiss in finding many other destinations that have moved forward regarding their global positioning the way South Africa has.

My first visit to South Africa occurred in early 2004. I found an industry fragmented along provincial lines, with no global players and limited resources. Fast-forward 20 years, and oh how things have changed—today, South Africa’s CX and BPO space is more vibrant than ever, fuelled by operators from around the world who work alongside local entrepreneurs who are disrupting not just the national landscape but that of the entire continent.

This book by Rod Jones and Traci Freeman
encapsulates the history of South Africa’s CX and BPO sector and, more importantly, its future. Any interested party looking to engage an outsourcer based in South Africa or a services provider aiming to enter this market needs to look no further than the following pages for the baseline they need to make an informed commercial decision.

Happy reading!

The Business Leaders’ Definitive Guide: BPO & GBS to South Africa” is an insightful guide that delves into the compelling reasons behind South Africa’s emergence as a premier destination for Business Process Outsourcing (BPO) and Global Business Services (GBS).

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