iContact BPO launches operations in City of Cape Town

iContact, a leading Business Process Outsourcing (BPO) provider, officially launched its new Cape Town operation in Paarden Eiland today.  The investment into Cape Town’s burgeoning BPO sector is a strategic development for iContact which specialises in inbound and outbound customer service and sales, financial services support, customer retention and loyalty management, lead generation and back-office fulfilment predominantly for international business clients based in the US, UK, Europe and Australia.

iContact is part of the Alefbet Holdings group which owns numerous collections and customer service BPO providers and employs some 1500 full time employees across its operations in Cape Town and Johannesburg.

The launch event was attended by Minister David Maynier, Western Cape Provincial Minister of Finance and Economic Opportunities and Alderman James Vos, Mayoral Committee Member for Economic Opportunities and Asset Management, City of Cape Town.  Cape BPO, the City of Cape Town and the Western Cape’s strategic business partner responsible for the growth and development of the BPO industry in the region, BPESA and the Department of Trade, Industry and Competition (DTIC) were also on hand to welcome the investment into Cape Town’s BPO industry, which created almost 3000 new jobs in 2020 despite the challenges posed by the COVID-19 pandemic.

“Having our operations geographically placed between Cape Town and Johannesburg presents a real win for our client base across diverse industry sectors and a distinct competitive advantage for our business. iContact’s Johannesburg contact centre is strategically located close to Sandton, home to the head offices of all the major banks and Africa’s largest stock exchange, while iContact’s Cape Town operation is nestled in the Mother City, the second-most populous city in South Africa, the jewel in South Africa’s tourism economy and home to the Port of Cape Town, positioned along with one of the world’s busiest trade routes. The combination of our strategic locations, advanced business intelligence tools, data analytics capabilities, skilled leadership and large, educated skills pool with strong English language proficiency present our customers with an unrivalled value proposition,” says Clinton Cohen, CEO of iContact BPO.

From an impact sourcing perspective, the growth of Cape Town’s BPO sector is also very good news for youth employment, an area where some 50% of young South Africans are unemployed. The BPO sector provides a crucial lifeline for thousands of people, notably previously disadvantaged and disabled young South Africans – who find meaningful and stable employment in this growing industry.

“Across our business, impact sourcing is a strategic imperative for us. A key attraction for setting up our operations in Cape Town is the tremendous collaboration that takes place between the public and private sectors to firstly attract overseas companies and investment to our shores by offering an exceptionally strong and efficient BPO sector, and secondly, the ability to create jobs and build careers for marginalized youth in the region through impact sourcing. Cape Town’s BPO sector has much to offer international businesses in this regard, with a very favorable exchange rate.

“SA a very attractive option for outsourcing at a time when businesses across the globe are under enormous cost pressures due to the Covid-19 pandemic.  SA is currently the third-largest offshore location for the UK and Australian organizations to onshore service delivery, along with a comparable if not better quality of service, cultural affinity and great work ethic of our people.  It’s a win-win all around,” concludes Cohen.

According to Minister David Maynier, Western Cape Provincial Minister of Finance and Economic Opportunities:  “The opening of the iContact offices in Cape Town today is a welcome boost for the BPO sector in the Western Cape, and demonstrates that the BPO sector is an ‘island of hope’ as it is one of only two sectors that created jobs in the Western Cape last year. Importantly also, the BPO sector is creating jobs for young people in the Western Cape and this is why we are working to create an enabling environment for this sector to grow. In this financial year, we allocated R30 million to provide stipends to 1000 new BPO agents for on-the-job training in call centres in the Western Cape. Not only have these funds provided opportunities for young people, but also alleviated skills shortages and ensured we remain globally competitive in the BPO sector in the Western Cape.”

Clayton Williams, CEO Designate at Cape BPO adds: “We welcome iContact to the Western Cape and look forward to celebrating your success and have no doubt that you will contribute to creating many employment opportunities for our unemployed youth. As CapeBPO, we will walk this journey with you as your partner and want to thank our partners at the City of Cape Town and the Western Cape Government for their respective contributions to the growth and sustainability of our sector.”

For more information visit www.icontactbpo.co.za

Media contact:                 Teresa Settas

082 653 9935 / +2711 894 2767  / teresa@tscomms.co.za

On behalf of:                     iContact BPO

Clinton Cohen – CEO

Date:                                   19 Feb 2021

 

Why Choose iContact

iContact is a leading customer service BPO provider with specialist experience in the banking/financial services, insurance and medical, retail, telcos and hospitality sectors, both domestically and internationally.

We build our solutions around our client’s bespoke needs, delivering a professional service solution premised in our partnership approach to all that we do for our clients.

As part of the Alefbet Holdings Group, a Global Business Services powerhouse which employs 1200 full time employees across its various BPO businesses, we bring a professional and proven pedigree in the sectors we serve.

As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements. Our ultimate goal is to deliver the very best in customer experience and first-time query resolution. Our clients can look forward to a proactive and innovative BPO partner in iContact, where exceptional customer service, innovation and perpetual improvement are entrenched philosophies.

iContact’s strategic locations, advanced business intelligence tools, data analytics capabilities, skilled leadership and large, educated skills pool with strong English language proficiency present our customers with an unrivalled value proposition.

For the best in BPO economics, quality and socially responsible supply chains, talk to iContact.

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