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

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UK RetailThis UK bank started delivering services in support of collections fromBankGBackgroundSouth Africa approximately five years ago.Services Delivered from South AfricaThe services delivered are outbound collections in respect of paymentsthat have been outstanding for 0-90 days. Delinquent collections arehandled in-house onshore by the bank.Approximately 80 personnel are delivering this service in supportof UK customers of the bank, with this service delivered by anoutsourcing firm.Drivers for Use of South AfricaThe principal driver for choice of South Africa was the bank’sfamiliarity with South Africa and with the personnel who would bemanaging the service from Cape Town.40
Companies Delivering Services from South AfricaNelsonHall6ChapterBenefits Sought and AchievedThe bank was looking for familiarity with financial services, cultural affinity with theUK and cost savings compared to onshore UK service delivery.The quality metrics used by the bank are identical across all of its onshore andoffshore delivery centres. The bank does not measure voice quality though perceivesthat the accent is acceptable to a UK audience. The main measures used areoutcomes, in terms of collections success, data protection, and number of complaints.The bank receives a low level of complaints in relation to the collections servicesdelivered from South Africa.The benefits that the bank has achieved include:• Good time difference when working with the UK compared to other potentiallocations• High level of understanding of financial services with South Africa having a“robust” mortgage and financial services market• High calibre senior management• Good standard of agent education• Good understanding of UK culture• Cost savings compared to UK delivery of around 40%Given the maturity of the mortgage market in South Africa, the bank perceives thatSouth Africa is highly appropriate for use of customer service in support of securedlending.Although cost savings of approximately 40% are being achieved, the bankperceives that telecoms costs are still high in South Africa.NelsonHall 201141
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