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

Companies Delivering Services from South AfricaNelsonHallServices Delivered from South AfricaShell delivers French and Dutch language services out of South Africa, with the countries/regions being serviced from SouthAfrica being:• Canada• France• Benelux6ChapterIn addition, South Africa acts as a back-up centre for English-speaking services into the US, UK, Australia, and New Zealand.The advantages of using Cape Town for English-speaking back-up are:• Relative time zone convenience, particularly for the UK• Personnel all have English as a first or second language• Ability to do complex tasksShell currently has approximately 400 FTEs in Cape Town with approximately:• 150 FTEs serving Benelux• 70 FTEs serving Canada• 50 FTEs serving France• 40 FTEs serving South Africa• 50 FTEs in credit operations• 40 FTEs in management and support functionsThe services provided across all of the above geographies are:• Order taking• B2B and B2C customer servicing including dispute resolution• Credit operations• Coordinating scheduling and delivery of productApproximately half of the services delivered from Cape Town are non-voice.Drivers for Use of South AfricaThe selection criteria used by Shell to choose these locations and to allocate work between them were:• Language capability• Availability/pipeline of personnel with appropriate skills• Cost, taking into account the location’s ability to meet the other two criteriaOverall Shell put quality of service delivery first and cost as a secondary consideration, with the company taking the stancethat service effectiveness is best driven by ensuring service quality before cost of service. Overall the cost of service deliveryfrom Cape Town is estimated by Shell to be similar to that from Krakow, Poland, which is used by Shell for other ContinentalEuropean language capability.NelsonHall 201149