How 250,000 young South Africans have found their calling
Global call centre companies say locals have a winning ability to empathise and make emotional connections
A distressed woman with a distinct Welsh accent wants to know about a parcel that hasn’t been delivered to her home in Cardiff.
Sitting in Cape Town, Ibtishaam Sauls from Manenberg calmly explains that the parcel has just left the depot and will be with the customer by the end of the day.
The 23-year-old works for a UK company that provides call centre, customer care, problem-solving and software services. When she arrives at work every day in Claremont, she is one of an estimated 250,000 young people employed in SA’s fastest-growing industry: business process outsourcing...