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

FusionCBackgroundThe Budget Group of companies established a pilot operation of 40 customer service personnel inSouth Africa in 2003.By 2008, the number of personnel in the South African operations had grown to 350, and thedecision was taken to commercialise the South African operations, forming Fusion SA.Today, Fusion employs approximately 1,700 personnel in locations in Cape Town and Johannesburg.Services Delivered from South AfricaFusion now has 16 clients that are serviced from South Africa, with approximately 30% of theservices being delivered to the UK consumer market and 70% to the domestic South Africanmarket.Clients are predominantly in the telecommunication and financial services sectors, with insurancecustomer service continuing to be highly important for the international UK market. Other sectorsserved include FCMG, leisure and media amongst others.In particular, Fusion has five UK clients: four insurance companies and one media company. Theprofile of services delivered is approximately:• Customer service (65%)• Customer retention and renewals (20%)• Sales completion, including cross-selling, up-selling and add-on sales (15%)For the media company, Fusion carries out the following services across voice, email and faxchannels:• PCI tier one environment• Payment queries and processing• Subscription handling• Some fulfilment30Fusion’s delivery is split between Cape Town (70%) and Johannesburg (30%) with all internationalservice delivery for UK clients delivered from Cape Town.