Analysis of South Africa as a BPO Delivery Location - Business Trust

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BCapQuest:DebtCollectionServicesThis case study illustrates the use of South African BPO delivery in supportof collection of overdue debt from UK consumers by CapQuest, a leadingUK manager of overdue debts.The case study illustrates:• The reasons why CapQuest selected South Africa for delivery of debtcollection services into the UK• The profile of services delivered from South Africa• The benefits sought and achieved from South African BPO delivery• The lessons applicable to organizations evaluating use of internationalBPO services from South AfricaBackgroundCapQuest was founded in 1985 and is one of the UK’s most experiencedmanagers of overdue debts. The company acquires debts from variouslenders including banks, credit card companies, stores, catalogue retailersand many other providers of credit to individuals. CapQuest also workswith and acts on behalf of many leading high street lenders, contactingtheir customers to help settle outstanding debts.26
Companies Delivering Services from South AfricaDrivers for Use of South AfricaOne of CapQuest’s main streams of business centres on the acquisition of“gone-away” debt, where the debtor has to be traced in order for collectionto proceed and in 2005 CapQuest was seeking additional resource to scale theservicing of its “trace and collect” accounts in a cost-effective manner.Accordingly the company started to investigate the possibilities for offshoringsome of its tracing activity. India was ruled out as a location since the companyperceived that levels of attrition in India were unacceptably high and that thecompany’s UK clients had a low acceptance of use of Indian contact centres.CapQuest evaluated various international locations but chose South Africafor the following reasons:• The company had a number of South Africans within its UK operations andthese agents were highly effective at debt collection• Culturally and legally the UK and South Africa are very similar, which wouldfacilitate transition and operations within a highly-regulated industry• Time zone compatibility, with time zone differences relative to the UK of1-2 hours• Access to an educated workforce who had English as their first languageNelsonHall6ChapterServices Delivered from South AfricaCapQuest executives visited South Africa in late 2005, and developed a proofof-conceptin South Africa in June to July 2006. The proof-of-concept wassuccessful and the company began interviewing team leaders in December2006 with the South African centre commencing as a pilot operation with25 personnel in March 2007.At that time, the focus of the work being carried out from South Africa wassolely database tracing with no verbal contact taking place between the SouthAfrican agents and the UK debtors.However, the scope of the work carried out from South Africa was rapidlyexpanded to cover the full “trace and collect” service, with the number of callcentre agents in South Africa trained in specialist tracing and debt collectiontechniques expanding to 100 over the next 18 months.In addition to supporting its UK operations from South Africa, CapQuestis also now providing debt collection services to South African companies’domestically.NelsonHall 201127
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