Amazon: Leveraging South Africa for Offshoring Customer Relationship Management


This FREE webinar was recorded on:
2012-10-16
11:00 AM - 12:00 PM EST

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South Africa's value as an offshore destination has flown under the radar until now – but new Government and industry initiatives are set to change this, and Amazon is a prime example of an organization that has grasped the opportunity by setting up a Customer Service centre in Cape Town.

Join this webinar to learn about opportunities, growth trends, and vertical market sectors impacted as South Africa emerges as a viable BPO contender. Its cultural affinity to the Commonwealth and a strong culture of employee loyalty define its services delivery. Analyst firm Ovum will present research on the future of sourcing and CRM in Cape Town – and evaluate Cape Town’s BPO value proposition against that of other locations.

Webinar highlights will include Amazon’s CRM delivery model; an analysis of CRM offshoring in Cape Town (growth and vertical shift trends); a SWOT analysis of Cape Town’s capabilities; and global service delivery recommendations from Ovum.

Amazon will discuss why it chose South Africa:

  • South Africa offers world-class customer service to Amazon's customers, making it an important part of the company's global service delivery strategy.
  • South Africa’s affiliation to European time zones and the ability to provide support to the US during night hours.
  • Language diversity: the South African centre can support a large number of languages from one location.

Ovum’s coverage of the global offshoring /outsourcing and services market takes into account trends across all aspects of IT and BPO functions – specifically enterprise service procurement, geographic market sizing, and vendor offering assessments.

Attend this webinar to gain both tactical and strategic insight into an ever-changing industry.