Cape Town’s fast-growing call centre sector is set for a boost, with the city officially opening its new business process outsourcing (BPO) academy at the College of Cape Town.
Despite the challenges posed by the COVID-19 pandemic, the Western Cape capital city’s BPO sector has continued to thrive, contributing to job creation and economic growth.
In June, the city revealed it attracted R954 million worth of investments in the BPO sector since July 2019.
A report by consultancy firm McKinsey recently revealed SA’s BPO market has the potential to create 775 000 jobs by 2030, noting the sector is valued at R7.8 billion.
Furthermore, the annual 2020 Front Office BPO Omnibus Survey, conducted by global firm Ryan Strategic Advisory, shows SA is one of the top two preferred BPO destinations in the world, after India.
The BPO sector is among those identified by the Western Cape provincial government as poised for substantial employment and economic growth, and therefore plans to intensify its support.
Through the BPO Academy, the city aims to provide skills development opportunities for young people and create a talent pipeline for the fast-growing sector that is contributing significantly to job creation in Cape Town and the Western Cape.
In addition, the aim is to create over 3 000 employment opportunities for marginalised youth and women in the sector.
Alderman James Vos, the city’s mayoral committee member for economic opportunities and asset management, explains: “The City of Cape Town will be contributing R55 million over the next three years for jobs training and placement in call centre companies, which has led to the launch of the BPO Academy.
“I am happy to have worked closely with the Western Cape Government, Department of Trade, Industry and Competition and the National Skills Fund (NSF), to ensure this project was approved by full council. That is why we fund CapeBPO, as a strategic business partner, to grow the industry. I am immensely proud that this partnership has resulted in the addition of 2 633 additional jobs in the last three months alone, despite the COVID-19 lockdown measures.”
According to the city, the academy is a culmination of a partnership with various stakeholders, including the NSF, provincial government, the city, CapeBPO, College of Cape Town and the private sector.
The partnership has resulted in close collaboration on the design of the curriculum offered at the BPO Academy, to ensure graduates are workplace-ready and have the relevant, high-quality skills that are endorsed by the service SETA and required by the BPO sector.
Initially focusing on voice skills, the curriculum at the BPO Academy will expand along the full BPO value chain of skills requirements, including ICT, finance and accounting, and other middle- and back-office capabilities.
Louis van Niekerk, CEO of the College of Cape Town, states: “The launch of the BPO Academy at the College of Cape Town Gardens campus is an important milestone for the college which seeks to improve responsiveness to industry workforce needs. We are very privileged to be a part of this, and grateful for the opportunity to add value to the BPO sector and create jobs, while growing the College of Cape Town."
This year, the city notes, 5 000 additional jobs have been created in the BPO sector in Cape Town.
Economic development and tourism MEC David Maynier comments: “The BPO sector is an island of hope, as it is one of only two sectors that created jobs in the Western Cape this year, and it plays an important role in creating opportunities for people and giving hope to people, especially young people, in Cape Town and the Western Cape.
“Which is why the BPO sector is one of the key sectors that we are showcasing as we present a common message to the world: that both Cape Town and the Western Cape province are open for business. I have no doubt that our investment in this sector will continue to pay dividends for years to come."
Gareth Pritchard, CEO of CapeBPO, concludes: “The launch of the BPO Academy today [Friday] is the culmination of 10 years of hard work to establish a vibrant BPO sector in the Cape. The academy will not only accelerate the growth of talent to support the sector, it will also accelerate the interest of overseas investors considering bringing their business to our shores.”
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