South Africa’s BPO Service Advantage

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Table of Contents

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Book Overview
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Chapter 1 The Global BPO Market: South Africa in Context
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Chapter 2 Country Attractiveness: International Comparisons
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Chapter 3 South Africa BPO: Performance and Prospects 2011–18
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Chapter 4 In Their Own Words
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Chapter 5 South Africa BPO Case Studies: An Overview
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Chapter 6 Case One: British Gas Selects WNS South Africa for Call Centre Services
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Chapter 7 Case Two: From Down Under to Over Yonder — iiNet and Merchants
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Chapter 8 Cases Three and Four: Launch Pads and Landing Strips — Full Circle Navigates Two Newcomers to South Africa’s BPO Industry
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Chapter 9 Case Five: TalkTalk and CCI Transform a Supplier into a Partner
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Chapter 10 Case Six: Radiant Law Rethinks Legal Services
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Chapter 11 Case Seven: The Value of South Africa’s Shared Service Centres
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Chapter 12 Lessons and Conclusions

Attention for Chapter 3: South Africa BPO: Performance and Prospects 2011–18

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Chapter title	South Africa BPO: Performance and Prospects 2011–18
Chapter number	3
Book title	South Africa’s BPO Service Advantage
Published by	Palgrave Macmillan UK
DOI	10.1057/9781137474056_3
Book ISBNs	978-1-349-69273-6, 978-1-137-47405-6
Authors	Willcocks, Leslie P., Lacity, Mary C., Craig, Andrew

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