Demand Analysis of the BPO and Contact Centre Market within the South African Financial and Retail Sectors

The aim of this research service is to strategically analyse the South African business process outsourcing and contact centre market. It provides the current and future size of the market. The forecasts are done over three scenarios, each with differing levels of success in the outcome: high road, middle road, and low road. The assumptions associated with each scenario are also presented. More pertinently, the study analyses the demand dynamics of the market, which encompasses identifying the key end users in the financial and retail sectors and how to understand user requirements and trends. It also provides strategic recommendations for current and future market participants.