Call Center Software Solution in South Africa
Call Center Software Solution in South Africa
Get the top-notch call center software solution in South Africa with KrispCall. Take advantage of the latest communication technology, manage every call efficiently and effectively, and enhance customer service.
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How to Set up a Call Center Company in South Africa?
KrispCall lets you set up your call center company without going through a lengthy process. Follow the straightforward steps below to have your call center set up and running in a few minutes.
- Sign up with a KrispCall Account
- Purchase a virtual phone number and submit documentation.
- Add and Invite agents.
- Assign the virtual numbers to your agents.
- Start making and receiving calls.
Call Center Industry in South Africa – An Overview
South Africa is emerging as a hub for call center companies. It’s favored as a global destination for outsourcing customer service to many businesses worldwide. Since the inception of the first contact center in the 1970s, South Africa, with its well-educated pools of talent, is delivering a reliable customer experience.
A report shows South Africa was ranked first as the favored offshore CX delivery location. Several US-based companies and more prominent brands have chosen South Africa as an ideal place to set up their customer service operation. Foreign investors are attracted to setting up call centers because of the favorable environment.
South Africa has a history of delivering best-in-class BPO services, with recorded exceptional growth in South Africa over the past years. Their call center industry is dominated by centers serving a domestic market of 91%, and the number is expected to rise. The BPO market in the country employs 240,000 call center agents, expected to reach 300,000 by the end of 2023.
To meet the needs of businesses and customers, the call center industry in South Africa is constantly thanks to their strong focus on cost-effectiveness, an unsaturated call center labor market, reliable infrastructure, and a stable government.
Benefits of Hiring a Call Center Company in South Africa
Top 18 Call Center Companies in South Africa Best for Business Process Outsourcing
Callforce
Call Force is a multi-award-winning call center solution-providing company from South Africa. that focuses on delivering high-quality services. Founded in 2014, its core services include cold Calling, outbound call handling, appointment setting, and delivering a customized solution that meets their needs. The company has built a pipeline of prospects to help businesses close more sales in a minimum period of time to achieve their objectives.
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Arc BPO
Arc BPO was founded in 2020 and is the go-to call center for businesses looking to scale quickly or integrate back-office processes like payroll, HR, and data processing. Through its increasingly skilled agents, the company handles telephone answering, appointment management, and other administrative tasks for businesses. The company offers enhanced outsourcing, offshoring, and inbound and outbound support to France, Belgium, and the UK.
Telumac
Telumac is a reliable call center company that has helped numerous entrepreneurs design business plans while improving their business in South Africa. Founded in 2018, it is an AI-powered solution for web development, seat leasing, back-office support, and web marketing. It offers various call center operations like Inbound and Outbound Call Handling, Real-Time analysis, and CRM integration, also offers services like BPO, Virtual Office, and Lead Generation.
CoActivate
CoActivate provides innovative contact center solutions from South Africa to the international market with a modern approach. Their commitment to excellence has helped many businesses grow and thrive. It provides features like virtual assistants, IT support, retention, and churn. This is a good option for businesses that want to outsource or find a dedicated team of professionals.
3iSolutions
3iSolutions, founded in 2003, is one of the oldest call center companies, with an annual revenue of $17.2 million. It is a Cape Town-based company that offers customer management, and lead generation solutions for businesses worldwide and also provides services related to call centers. With over 20 years of experience in the industry, it helps businesses increase profits through performance-driven and affordable pricing options.
Webhelp SA
Webhelp group successfully operates 90 contact contact centers in Europe, North, and the UK. Webhelp offers a multi-channel customer experience to more than 500 customers worldwide. In 2017, Webhelp SA was awarded with the top ranking performers award EMEA 2017 for Best Project Manager. The company based in SA generated $1.83 billion in revenue. It offers services like AI Development, Call Center Service, Sales Outsourcing, and so on.
Amalfi Outsourcing
Amalfi Outsourcing is a multinational call center that offers services to businesses in South Africa. Its core services include business processing, digital services, cloud computing, infrastructure, and engineering services across the country. It also provides services related to call center service like providing administrative support, scheduling appointments, inbound and outbound call handling, live chat, & seamless communication.
Talksure
Talksure is a global leader in providing a call center service to its clients. Their services also target the insurance and healthcare industry. Offers a chatbot that reduces agents' workload and provides self-service options to customers to reduce their wait times. It is a fully customized call center awarded the 2019 Gold Best Large Outsource Contact Centre EMEA Region award.
Outprosys
Outprosys is the top call center company that ensures your business and process align with international standards. The company was founded in 2001 and provides simple solutions for outsourced document processing and data capture services. Their service generally operates in South Africa. With two decades of experience in the outsourcing industry, It provides dedicated, high-performing teams and outsourced services to the global all-sized business market.
Merchants CX SA
Merchants CX SA is among the oldest call center companies that seeks out competitive advantage for its clients through innovative technology. It helps them to achieve long-term success and prosperity. The company’s services include contact center management, back office BPO, support services, contact center IT outsourcing, quality management, and assurance.
Digicall Group
Founded in 1995, Digicall company is among the oldest call center software companies in South Africa. They offer world-class outsourced and incident management services and also provide contact center service resulting in a revenue of $77.2 Million. The real-time reports enable customers to gain valuable insights into their interactions and make informed decisions.
Boomerang Marketing
Headquartered in Cape Town and founded in 2005, Boomerang Marketing is an outsourced contact center that provides a world-class Customer Experience. It recorded an annual revenue of $12.6 million the previous year. The company offers various services like brand identity development, etc. Integrating with business applications, BM simplifies the calling process and customer information access.
Rewardsco
Founded in 1996, Rewardsco has been providing rewards program services with customer relationships through its call center software. Their team of qualified 1700 consultants enables their clients to meet their business objectives. The company has enjoyed a lot of success, and as per their website, they had $65 million in sales generated in a year. It offers call center services like Reporting and analytics, outbound sales and telemarketing, and inbound customer support.
O’Keeffe & Swartz
O’Keeffe & Swartz, founded in 1993, is a top choice for call centers and has showcased their 30 years of operational excellence and continued focus on process improvement. It offers Outbound contact center services like ACD, IVR, Multilingual Support, and omnichannel support that mainly focus on sales and insurance solutions.
Sigma International
Sigma International was founded in 2003 and has been providing call center services for the past 19 years. The company improves customer service operations by offering a single platform for managing all aspects of call center activity, such as quality assurance, omnichannel support, and team workforce. It is certified for Microsoft Azure and is a Microsoft Gold Partner.
iContact BPO
iContact BPO is one of the best customer service companies in South Africa. It was founded in 2005, and its total revenue reached $13.5 million. It also offers features like call answering, appointment scheduling, inbound and outbound call handling, lead generating, order processing, and message receiving, which enhance customer service, improve call management, and ensure no missed calls.
Capability BPO
Capability BPO is a large call center management service in South Africa. It provides back-office and digital content for companies and facilitates the processes to optimize sales and generate demand. Offers call center features like omnichannel support, Workplace management, and Robust Reporting. In 2008, Capability BPO was established and annually generates a revenue of $191.3M.
Mango5
Founded in 2005 by Eben Louw, Mango5 has established a reputation for excellence as a call center provider in South Africa and offers a variety of customer support, technical support, back office, live call transfer, outbound and inbound sales, and content creation services. It helps businesses generate leads with the right experience working through business-to-business strategies.
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Working with a Call Center in South Africa: Best Practices
The best practices that you should follow when working with a call center in South Africa include:
Why Choose KrispCall for Call Center Software in South Africa?
Best Call Center Software Providers in South Africa
1. KrispCall
KrispCall is a call center software provider trusted by thousands of companies worldwide. It offers advanced features such as a unified callbox, interactive voice response, and call monitoring, Boasting many features, Krispcall stands out as one of the notable call center software providers for businesses looking to manage a high volume of inbound and outbound calls.
Krispcall offers flexibility, scalability, and great user experience at a competitive price. Moreover, this software supplier offers the best contact center software for managing customer relationships and providing personalized support.
There are many types of numbers available through KrispCall, including local, virtual, international, vanity, and toll-free. As part of its client journey orchestration, it assures the best customer experience. It manages, monitors, and automates all call processes. With KrispCall, you have access to the best tools for reaching your goals.
2. LiveAgent
LiveAgent is another call center service provider that integrates with your business phone system and allows real-time monitoring of the agent’s performance. With LiveAgent, you can set up call center software in South Africa. For this purpose, their distribution algorithms and caller recognition come in handy.
This feature allows supervisors or managers to listen in on customer calls, providing an opportunity to assess the quality of customer service, offer guidance to agents, and identify areas for improvement. It primarily focuses on live chat and ticketing solutions, and its live call monitoring capabilities are less extensive than specialized call center software providers.
3. Zoho Desk
Zoho Desk is another ideal choice for a call center solution in South Africa that provides a pre-built report in the platform’s dashboard, which is necessary for monitoring employee activity.
This provider tailors the customer support system across various channels.
Zoho Desk has a chatbot option, and its self-service function minimizes the customer waiting time and further enhances the user experience. Its integration with third-party tools like Salesforce and HubSpot makes it convenient to settle the issue immediately.
4. CloudTalk
Businesses can connect with prospects worldwide with CloudTalk, a leading cloud-based call center software provider. Moreover, its unique business cloud telephony solution comes with two-way local SIP trunks, emergency services, customizable capacity options, APIs, user interfaces, number portability tools, and number selection.
It is a cost-effective alternative to traditional phone systems and provides many sophisticated features for businesses, such as scalability, flexibility, and mobility. CloudTalk can be used with various devices, including desktops, laptops, smartphones, and tablets.
5. Ooma
In terms of delivering call center services for companies, Ooma is one of the most reputable providers. In addition to voicemail transcription, virtual phone numbers, and sophisticated call management tools, their platform offers several communication options.
Businesses can use Ooma’s internet-based calling services at a low cost to ensure high-quality voice communication without using traditional phone lines. Ooma is a well-liked option for small and medium-sized organizations seeking a reliable phone solution that provides flexibility and scalability because of its user-friendly interface, dependable service, and reasonable pricing.
6. Salesforce
Salesforce is a cloud call center platform that provides law firms with an all-in-one solution. It has AI automation tools and analytics capabilities that you can use. It also has extensive reporting capabilities and seamlessly connects with other programs such as Salesforce CRM and Microsoft Dynamics 365 platforms.
Using Salesforce’s AI-based chatbot, consumers and agents can receive answers to their questions whenever they want, saving time and allowing agents to focus on more complex questions. It provides strong analytics and reporting to monitor various metrics such as response time and customer satisfaction.
7. Exotel
Exotel is another call center software provider that helps companies with their client engagement activities. The businesses rely on Exotel for its dependability in service during peak hours. It fulfills industry standards that give SLAs of 99.4+ percent uptime and unrestricted channel availability.
Exotel also promotes efficiency in a distributed workforce environment. It enables companies to monitor critical call data, get valuable insights, and boost company productivity. Also, it has other features such as IVR, Google Contact Center AI (CCAI), Omnichannel engagement, and others to manage your communication and business.
8. Servetel
Servetel is a well-known cloud-based call center software that helps businesses manage customer engagement and experience. It provides useful tools like SMS alerts, virtual numbers, and call forwarding, where you can manage call queues and receive notifications of your missed calls.
Servetel offers a chatbot that reduces agents’ workload and provides self-service options to customers, reduces their wait times, and monitors resolution rates to discover areas for improvement in their customer service operations. It also supports third-party CRM integration systems like Google, Microsoft, Zoho, and many more.
9. Ameyo
Ameyo is an omnichannel call center platform that helps to increase business customer satisfaction. Ameyo contact center software is available cloud-based, so any business looking for a convenient phone system can enjoy its features remotely at affordable prices.
ACD (Automatic Call Distributor) is one of the best features of Ameyo, which handles large volumes of calls. It also comes with an autodialer and a certain number of masking tools that help to keep customer information private.
10. RingCentral
Next on this list is RingCentral. It provides call center software for several types of businesses. As a result of its portal-based web chat capabilities, RingCentral has firmly established itself as a reputable provider.
RingCentral’s all-in-one call center software allows for SMS alerts, virtual numbers, and call forwarding, which can be used to access client information. Streamlining high-volume calls and resolving queries can all be done through a convenient provider.
Frequently Asked Questions
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The cost of setting up a call center in South Africa can range from $50 to $80 per user per month. It can change depending on the number of agents you plan to hire and the basic infrastructure you will need. In South Africa, there is no specific information on the cost of setting up a call center; it depends on the business size, the infrastructure, the number of agents, and the marketing strategy.
The following steps are required to start a call center business in South Africa:
- Research the market and competition.
- Choose your call center type (inbound/outbound) and services.
- Register your business and obtain the necessary licenses.
- Set up a suitable location with the required equipment.
- Hire and train staff.
- Develop processes and systems for operations.
- Market your services to potential clients.
Some of the benefits of call center outsourcing in South Africa are:
- Access to a skilled workforce.
- Cost savings in terms of labor and infrastructure.
- Time zone advantages for global coverage.
- Modernized infrastructure that is readymade to support any and all industries.
- Scalability to handle varying call volumes.
- Enhanced customer experience and satisfaction:
Here are some major things required to run inbound call center services in South Africa:
- Business Registration
- Legal and Regulatory Compliance
- Physical Space
- Technology and Infrastructure
- Call Routing and Management
- Scripting and Training
Look for the following things when choosing the best call center company for your business:
- Experience: Consider the company’s background in the call center industry.
- Technology: Ensure the selected call center company has the best technology for handling calls efficiently.
- Scalability: Choose the company that can scale your growth in business.
- Legal compliance: Choose a company that adheres to industry rules and regulations.
- Customer support: Consider the level of support the company gives its customers.
Following are the reasons why you need to outsource your outbound call center to South Africa.
- Access to a skilled English-speaking workforce.
- Cost savings in terms of labor and infrastructure.
- Unwavering government support with no political instability.
- 1st world business climate and strong financial system.
- Scalability to handle varying call volumes.
- Convenient timezone to offer around-the-clock customer support to clients in Canada, Australia, and the US.
