Omnetrix BPO Solutions is a premier Business Process Outsourcing (BPO) organisation, offering comprehensive solutions across the entire customer lifecycle management spectrum, all delivered with a unique human touch.
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Voice vs. Non-Voice: Frontline Services
The BPO industry in South Africa is significantly dominated by voice-based services, which include inbound customer service, inbound sales, and outbound sales. Recent data indicates that:
90% of New Hires in Voice-Based Roles: During the period from October to December 2023, voice-based contact centre agents accounted for 90% of new hires, translating to 5,402 jobs.
- Inbound Customer Services: 61.48% of these new roles, approximately 3,321 jobs, were in inbound customer services.
- Inbound Sales: 26.36%, or 1,424 jobs, were in inbound sales.
- Outbound Sales: 12.16%, or 657 jobs, were in outbound sales.
Indication of Voice Frontal Jobs October to December 2023
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Voice vs. Non-Voice: Back Office
Back office and non-voice services, though smaller in proportion, play a crucial role in the BPO landscape. These services include back office processing, finance and accounting, human resource management, legal services, and digital and IT outsourcing.
- 10% of New Recruits in Non-Voice Roles: In the same period, 616 new jobs were created in non-voice roles.
- Back Office Processing: 48.99%, or 302 jobs, were in back office processing.
- Finance and Accounting: 38.11%, or 234 jobs, were in finance and accounting.
- Human Resource Management: 10.18%, or 63 jobs, were in HR management.
- Legal Services: 1.91%, or 12 jobs, were in legal services.
- Digital and ITO: 0.81%, or 5 jobs, were in digital and IT outsourcing.