Unveiling Opportunities: South Africa’s Dynamic Business Process Outsourcing Market



The South Africa business process outsourcing (BPO) market is experiencing significant growth, marking a trajectory from its USD 1.4 billion valuation in 2019. With a projected Compound Annual Growth Rate (CAGR) of 13.2% from 2020 to 2027, this burgeoning sector reflects a landscape shaped by technological advancements, innovation, and fierce competition.


Global Recognition as an Outsourcing Hub:

South Africa has emerged as a favored offshore outsourcing destination, particularly for Global Business Services. Factors such as a vast talent pool, lower costs, and neutral English accents position the country as an attractive option for businesses looking to outsource.

In fact, South Africa places top 5 in the GBS World Competitiveness Index for Customer Experience and Back Office for the following categories:

  • Customer Lifecycle Management/Value: 1st
  • Customer Service and Support: 2nd
  • Customer Sales and Conversion: 5th
  • Back Office: 4th


Government Support and Initiatives:

The South African government, in collaboration with industry bodies like Business Process Enabling South Africa, has played a pivotal role in fostering BPO growth. Taxation incentives and schemes, including the Monyetla Work Readiness Programme and BPO Sunday School focus on skill development and contribute to the region’s export revenues from offshoring services.


Service Insights:

The customer service segment holds a dominant share, driven by the growing demand for online and offline technical support. Cape Town has seen substantial growth in customer service BPOs. The finance & accounting segment is expected to grow at a robust rate of 13.6%, fueled by cost reduction benefits and South Africa’s progress in international service delivery.


End-use Dynamics:

The IT & telecommunication segment, commanding over 35% of the market in 2019, showcases South Africa’s pivotal role in service desk and technical helpdesk functions. The BFSI segment is anticipated to register the highest CAGR, driven by the availability of a skilled workforce and the preference of global banks for intricate work in banking areas.


Strategic Alignment with South Africa – JMB Global Services:

Amid this thriving landscape, JMB Global Services is strategically aligned with South Africa, aiming to spread the positive impact our clients are experiencing. Our goal is to provide dedicated support to businesses exploring the advantages of outsourcing to South Africa.



South Africa’s BPO market is not just witnessing growth; it’s becoming a pivotal player on the global outsourcing stage. With a combination of government support, industry initiatives, and a competitive business environment, the nation is set to continue its upward trajectory, offering diverse opportunities for businesses seeking outsourcing solutions. JMB Global Services is committed to being a catalyst in this journey, extending support and facilitating the exploration of the manifold advantages South Africa has to offer in the outsourcing arena.

Interested in learning more? Send an email to [email protected] or complete our form on our Connect With Us tab.



Source (1): https://www.goodfirms.co/resources/bpo-purpose-market-future-scope

Source (2): https://gbs.world/blog/2023/08/31/global-offshore-and-nearshore-locations-see-vast-improvement-in-rankings-in-the-2023-24-gbs-world-competitiveness-index-cx-and-back-office/

Source (3): https://www.itweb.co.za/content/4r1lyMR96Xg7pmda