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Copyright © All rights reserved Copyright © All rights reserved 1 Investing in South Africa David Turner CEO, Webhelp UK
Copyright © All rights reserved 2 Webhelp Group Overview International Customer Experience Provider Delivering Exceptional customer experience across digital, social & voice channels. Ranked n°2 in France & n°4 in the United Kingdom 35 customer experience hubs in 7 countries : France, UK, Romania, Morocco, Algeria, Belgium, Madagascar, South Africa More than 17,000 employees Group Turnover £309.68m ~ 5.09Bn ZAR Key Strengths 40% management & employees / 60% Investment funds Over 100% growth in the last 5 years, currently growing at 36% p.a. Sector-based expertise Insight driven to deliver lasting transformation Focus on client outcomes Over 16,500 employees working in 35 sites Cape Town Johannesburg 2 sites, projected 1,000 employees
Copyright © All rights reserved Why South Africa? 3 SOUTH AFRICA IS ONE OF THE WORLD’S FASTEST GROWING BPO DESTINATIONS SOUTH AFRICA AS AN ESTABLISHED BPO MAJOR BENEFITS FOR WEBHELP CLIENTS Economic blended on / offshore operation An exceptional Customer Experience 40% yr.-on-yr. offshore BPO industry growth Mature domestic market with large experienced workforce Major international hub for blue-chip companies SA highly cost- competitive Strong cultural alignment with UK with high quality service delivery Compelling Govt. incentives to compete with Egypt, India & Philippines 1
Copyright © All rights reserved Webhelp South Africa 4 WEBHELP LAUNCH NEW OFFSHORE CENTRE WITH ESTABLISHED DOMESTIC PARTNER Population: 3,7 million Direct Flights to London: 2 per day International tourist destination: 1,7 million per year Voted by CNN as top 10 most loved city in the world 50% of Offshore BPO Market for South Africa Cape Town 1 Population: 4,4 million Direct Flights to London: 6 per day Africa’s financial capital – home to most of Africa’s largest companies including INVESTEC, Anglo American, Sasol and all of the regions banks. BFSI offshore BPO hub Johannesburg 2 2 nd Centre 500 Seats 2014 4,500 Sq. m 2 Webhelp opens 500 seats 2013 1 st Client 350 seats 7,500 Sq. m 1
Copyright © All rights reserved Webhelp’s New Financial Model 5 A NEW FINANCIAL MODEL – AND PROOF OF SOUTH AFRICA’S VALUE PROPOSITION INTERACTIONS They are the only interactions we are paid for SOUTH AFRICA vs. PHILIPPINES We outpace the Philippines on this basis Compliant interactions matching the performance targets agreed with our client COMPLIANT QUALITY & PRICE Cheaper offshore locations cannot match our quality standard at our price.
Copyright © All rights reserved South Africa Ascending! 6 Yesterday’s Interactions Simple Replicable Low Value 1 Today’s Interactions Complex Individual High Value 2 NEW SOUTH AFRICA’S ‘QUALITY & ECONOMY’ PROMISE HAS NEVER BEEN SO VALUABLE
Copyright © All rights reserved The Evolution of Outsourcing The Outsourcing Question: What can I gain? The Outsourcing Deliverable : A valued business advantage 2 Today The Outsourcing Question: What can I save? The Outsourcing Deliverable : A commoditised transaction The Past 1
Copyright © All rights reserved The Evolution of Outsourcing Objective = Transform Service & Add Value 2 Today Objective = Replicate Service & Reduce Cost The Past 1 88.6% of organisations see the drive for customer satisfaction as intrinsic to their strategy. 71.6% view the customer experience as a commercial differentiator 1. Global Contact Centre Benchmarking Report, Dimension Data, 2013
Copyright © All rights reserved Growing Our Business in Size and Sophistication 9 Managing voice, digital and social channels 1 Linking remuneration to the delivery of business value 2 Delivering transformational change through analytics and insight 3 IS
Copyright © All rights reserved Value Today & Tomorrow 10 A flight path of continuous improvement Spend linked to business benefits 2 Tomorrow Immediate Cost Advantage Equivalent or better customer Experience Today 1
Copyright © All rights reserved Monitoring Operational Performance 11 CUSTOMER EFFORT CUSTOMER SATISFACTION TOUCHPOINT NPS The value measures used to monitor operational performance
Copyright © All rights reserved South Africa's Potential 12 “South Africa is becoming strategic in its ability to offer voice and complex back office BPO. Moreover, its strong capability in higher value work, in knowledge process outsourcing, financial services BPO and legal process outsourcing provides a platform for delivering on its considerable potential”. South Africa’s BPO Service Advantage: London School of Economics, 2012 “South Africa is becoming strategic in its ability to offer voice and complex back office BPO. Moreover, its strong capability in higher value work, in knowledge process outsourcing, financial services BPO and legal process outsourcing provides a platform for delivering on its considerable potential”. South Africa’s BPO Service Advantage: London School of Economics, 2012
Copyright © All rights reserved DAVID TURNER Webhelp CEO Thank you
IT FINANCIAL SERVICES MANAGEMENT PRESENTED TO: SIR OMMAR HAYAAT. BY MUHAMMAD SUHAIL ASLAM AND SABIR AHMED. MS-IT BIZTEK KARACHI. PAGE 1.
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