|In This Issue
Pearls Of Wisdom
- Out Of Africa: From Drums To Digital
- Puhleeze, Give Us A Hand
- Back Office Bingo
- Call Center Comics!
"Make it work."
~ Tim Gunn
Did You Know That NACC..
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|Hi Valued NACC Member,
Welcome to this month's issue of the NACC In Queue newsletter!
From Drums To Digital: The African Contact Center Industry
Rod Jones, Principal, Rod Jones Contact Centre Consulting, email@example.com
from Paul: This article is a guest submission from Rod Jones, the
premier contact center guru on the African continent. I have
known Rod for the past 20 years and, given the fascinating contact
center activity in Africa, I asked Rod if he would provide a market
overview for us. What follows is meant to provide us all with an
introduction to the contact center industry in this increasingly
Many may regard Africa as ‘The
Dark Continent’; 54 individual countries forever at war or fraught with
famine, political unrest and corruption on a massive scale. But for
others, Africa represents the next economic frontier; a market
currently comprised of 1.1 billion people and growing fast, along with
a slow but steady increase in personal economic activity.
Africa is a big place. A very, very big place. In fact, Africa is
larger than China, India, The United States and most of Europe all put
together. The continent’s resources have, since colonial times, been
the focus of attention of most of the world’s industrialised nations.
And today, the race is on, with China as the most notable presence and
rapidly becoming the dominant foreign economic player in Africa.
In recent years, thanks to massive oil exports (despite the falling
price), Nigeria has emerged as the largest economy in Africa; also
boasting by far the largest population – a staggering 173 million
But it is South Africa with a population of a mere 52 million, now 22
years out from under the shackles of apartheid, that has emerged as the
continent’s most advanced country; certainly in terms of physical and
commercial infrastructure. And it is this environment that the largest
call center industry in Africa thrives, with over 2,500 call center
operations employing an estimated 250,000 people and sustaining a
steady compound annual growth rate (CAGR) of well over ten percent,
much of which is being driven by significant growth of the BPO
sub-sector. Currently, South African BPO operators employ an estimated
35,000 agents (FTE’s) servicing international customers with the bulk
of these being located in the UK but with significant numbers servicing
US and Australian clients.
In a follow-up article, I will expand on how the African call center
industry is growing; the social and economic drivers; the challenges
and the opportunities.
Won't You Give Us A Hand? One Last Plea
Paul Stockford, Research Director, NACC & Chief Analyst, Saddletree Research,
it’s almost time to start the analysis work on our annual survey and we
still need more input in order to reach the number of completed surveys
to make the work statistically valid. As you know, we don’t
publish anything we can’t back up and we still need more input to make
our survey results representative of the U.S. contact center industry
as a whole. Will you help us?
All you have to do is go to https://www.surveymonkey.com/r/NACC_2016
and give us the five minutes it will take to complete our closed-ended
survey questions. Each year that we have conducted our survey in
the past there has been a bunch of you out there that step up for us,
but your presence hasn’t yet been felt this year. If you’ve been
waiting for the last minute, this is it!
Please go now to https://www.surveymonkey.com/r/NACC_2016
and do us a big favor – fill out the survey for us, then watch this
space over the next few months to see what we uncover when we start the
analysis of the 2016 results. Thanks in advance!
"...migration of contact center-style workforce management software migrating to the back office."
Back Office Bingo: Workforce Management And Shared Resources
Paul Stockford, Research Director, NACC and
Chief Analyst, Saddletree Research,
of the best things to come out of our annual NACC survey (see above
article) is the fact that it allows us to identify and investigate
important industry trends that will likely affect you, the customer
service professional, in the future. One such trend that has come
to our attention is the trend toward sharing resources between the
front office contact center and the back office; in particular the
sharing of workforce management software.
looking at the merging of the reporting structure of the front office
and back office several years ago. The graph below illustrates
the strength of this trend, bringing the front office and back office
together in terms of reporting to the same internal organization.
There was a sharp increase in this merging of reporting structure during 2015, which we expect to continue in 2016.
This merging of reporting function has been well-supported by the
migration of contact center-style workforce management software
migrating to the back office. The graph below shows the number of
enterprises using workforce management software in both the front
office contact center and the back office.
reader will undoubtedly notice that this number has nearly tripled in
the past five years, growing steadily year over year after an initial
growth spurt in 2012. More than half of the businesses that have
the front office and the back office reporting to the same internal
organization are now workforce management software to schedule both
On Thursday, April 21st, I’ll be
participating in a webinar that specifically address the unique needs
of the back office relative to workforce management. Sponsored by
Verint, you can join us on this webinar by clicking here and
signing up. I’ll be discussing these back office workforce
management trends in a little more details and we will be answering
questions as they come in from audience members. Should be a good
session – hope to see you there!
Call Center Comics
If you like this comic and would like to see more, write Ozzie at firstname.lastname@example.org and visit his website at http://callcentercomics.com
or just click on the comic to tak you to his page. The NACC appreciates
Ozzie letting us use some of his comics in our
To view past issues of In Queue, please click here.
If you would like to contribute to In Queue, please reply to this email with "Contribute" in the subject line.
© 2016 National Association of Call Centers
|Reports From The NACC
NACC has been burning the midnight oil and typing until our fingers are
sore to bring out reports to our members. Each is listed below. If you
are interested to see what we are writing about, click on the links
below and download the executive summary of each. If you like what you
see, join the NACC so that you can view these reports and others that
will be coming out soon on our website. These reports will ensure
that you know the latest trends in the industry.