Andrew Craig

Mary C. Lacity

Leslie P. Willcocks

Since 2007, South Africa has been one of the world's upcoming Business Process Outsourcing (BPO) offshore destinations. This book is based on the authors' most recent research into high performance BPO globally and new research streams specifically on South Africa. The results are divided into three sub-studies. The first study of country comparison shows South Africa, with centres and offerings in Cape Town, Durban and Johannesburg, to be a cost-competitive, highly attractive destination in specific segments – voice, complex BPO, ITO, KPO and LPO - especially to UK and English speaking geographies with cultural affinities. The second study reviews research on South Africa and interviewed clients on their captive, partnering and outsourcing experiences in South Africa. The third study we examined in detail into seven cases - British Gas, Amazon, iiNet , Capita, CCI, radiant.law, and BP. The book concludes with challenges for South Africa.

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