Business Process Enabling South Africa (BPESA), the national association for companies operating in the Business Process Management (BPM) industry, has partnered with ContactCenterWorld.com, the largest contact centre association globally, to offer industry awards.
Headquartered in Canada since 2001, ContactCenterWorld has more than 147 000 members across the globe. The international body provides world-class research, conferences, awards, networking opportunities and information on best practices in the contact centre industry.
According to BPESA, the partnership is set to offer an enhanced opportunity for individuals and organisations operating in the South African BPM industry to showcase their talents through a new entry and judging system, ensuring that the industry aligns with world-class standards.
"The awards will bring together the top performers in the industry and provide us with a platform to recognise and reward those individuals and companies who have excelled over the past 12 months," says Tebogo Molapisane, CEO at BPESA.
Molapisane says the partnership and the annual awards will facilitate the participation of some of the largest multinationals in the world.
"Our partnership with ContactCenterWorld.com will ensure that we have access to a global network and an opportunity to see our top performers compete on a global scale."
The BPM/contact centre industry is a major source of employment for the country, making it a key socio-economic driver, says Molapisane.
The market accounts for 26 700 jobs and is expected to exceed 30 000 in 2016, surpassing the previous target of 29 000 set for 2016. Between 2010 and 2015 the BPM market more than doubled, says Molapisane.
"These awards offer a platform to acknowledge the hard work and exceptional talent we possess in South Africa. Partnering with a global leader means we can offer the industry more value."
Raj Wadhwani, President of ContactCenterWorld.com, says the initiative will help showcase the diversity and strength of the South African contact centre industry.
"Many of our members in South Africa can comfortably compete with the best in the world and we have seen several win our Global Top Ranking Performer Awards which have been likened to the Olympics of BPM."
According to 1Stream, many multinational organisations have come to rely on South Africa as their base for contact centre operations.
The operating environment in the country has made it attractive to those businesses that want to set up an offshore contact centre, it adds.
A weakening local currency and an ICT market that is conducive for growth mean South Africa will remain a good investment opportunity in this regard, the company notes.
Molapisane says the South African BPM capabilities are evolving to include highly specialised industry services, and the country is attracting new investment because of its growing infrastructure, skilled workforce and cultural affinity with the international markets.
"The country has the potential to create 500 000 jobs in this sector. If we get the skills pool right, work readiness and middle management, there's no reason why we can't grow this industry. We need a healthy mix of skills and management."
Also, government support at all levels, especially at the Department of Trade and Industry and Department of Home Affairs, and all relevant education departments, will ensure the sustainability of the sector, says Molapisane.
This year's BPESA National Industry Awards comprise of 26 entry categories and a process that will span over six months, culminating in a national awards ceremony in October. The awards, which are free to enter, opened on 6 May.
For more information or to enter click here.
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