Jason Drew

Name: Jason Drew
Company: Dialogue Group
Position: CEO

1) The government wants South Africa to be the third biggest destination for offshore BPO&O work by the end of 2010. Do you think this can this be achieved?

If we haven’t got there yet, then we will in the next 12 months. There are only three logical locations really: South Africa, India and the Philippines. In South Africa, bar the training element, we have an almost limitless supply of people. The only other areas that have this are first world – and they are not available at cheaper labour rates. These three countries are the only logical destination for large scale opportunities.

2) What key factors make SA a more attractive destination than India (which is 50% cheaper)?

Culturally South Africa and first world countries are very similar. There is a pool of employees that can already identify with intricate things such as you would find in the UK, which reduces the need for training. The difference is that in India the typical agent won’t have the same exposure to makes of car, credit cards etc. So in South Africa, the agent can easily identify with the caller. If they’ve lost their credit card or whatever it may be, the South African agent will understand the frustration because they can identify.

3) What other factors make SA an attractive destination to companies?

I think there are three main factors that make South Africa an attractive destination. Language, cultural proximity and then cost. However, while cost is important to companies, the price is not relevant, value is relevant. In the front office, you cannot afford for top customers to be unhappy.

4) Transport is sometimes cited as a headache for firms. Has transport been an issue for your staff?

What has tended to happen here is that people use the minicab services, which are well developed, so people can get in quite easily. Most 24 hour operations will have their own transport solutions for staff.

5) What comments have international customers made about your call centres?
 
The nicest comment I’ve heard was: “You can hear the sunshine in their voices.”

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