Webhelp: Setting the agenda for BPO CX in AfricaCCA PARTNERS
As the pandemic disrupts established offshoring locations in Asia Pacific, global brands are assessing and ramping up alternative offshore sourcing locations within Africa. The C-suite recognize that the continent offers a clear route to maximizing business continuity and minimizing risk, while systematically reducing operational costs, and achieving a more balanced distribution of customer engagements associated with high quality outcomes.
We have understood the opportunities well – having grown from a single market entry position on the continent in Morocco, to the current team of over 25,000 people working across seven African countries, serving both English and French language needs, providing CX management services in multiple industries, including automotive, e-commerce, FMCG, retail, airlines and oil and gas. We also continue to learn from these extensive engagements – using insights to optimise market entry strategies.