Renowned for its excellent sales services capabilities,KwaZulu-Natal has the vision of being a prosperous Province with a healthy, secure and skilled population, living in dignity and harmony, acting as a gateway to Africa and the World by 2035.
Macro Economic Overview
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Major Cities and Population Areas
- Durban-Ethekwini 3,856,877
- Ululndi-Zululand 932 329
- Post Shepstone-Ugu 785,792
- Pietermaritzburg-Msunduzi 708 496
- Newcastle 405,404
- Richards Bay 252,868
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Population Demographics
- Provincial population: 11,074,783
- Current male population: 5,287,732
- Current female population: 5,787,051
- Youth population aged 18 - 35: 3,535,645
- Percentage of youth population: 31%
- Business language: English
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Economic Indicators
- Provincial GDP in Rand: R692,222 Billion
- Provincial GDP in US$: $48.4 Billion
- SA GDP Contribution: 16%
- GDP Per Capita: R66,254 ($4,633)
- Economic Growth: 1.2% in 2018
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Top GBS Services
KZN GBS Services
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BPO and Contact Centre Capabilities
Front Office BPO Capabilities
- Sales & Conversion Services
- Lead Generation & Management
- Retentions, Cross-selling & Upselling
- Customer Churn & Winback
- Inbound/Outbound Voice Services
- Loyalty & Affinity
- Debt Recovery
Next-Gen Digital Contact Centre Expertise
- Instant Messaging
- Social Media
- Web Chat
- Omnichannel Communications
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Business Process Services
Specialist Niche Domain Capabilities
- Finance & Accounting (F&A)
- IT Outsourcing (ITO)
- Logistics & Supply Chain Management
- Legal Services
- Knowledge Process Outsourcing (KPO)
- Back Office Processing
- Data Analytics
- Robotic Process Automation Capabilities
- Artificial Intelligence (AI) Expertise
Vertical Industries
Specialist Services
- Banking & Financial Services
- Healthcare & Medical
- Insurance
- Retail & eCommerce
- Technology
- Telecoms
- Travel and Tourism
- Utilities & Energy
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People and Skills
KZN People and Skills
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Current Youth Population: 3,535,645
Skills and Training Initiatives
- Agent-to-Agent Coaching
- Data Analytics Training
- Digital Skills Training
- Blended Learning
- Classroom Based Learning
- Contact Centre Training
- Compliance Training
- CX Training
- eLearning
- Leadership Coaching
- On-the-job Training
- Technical Training
- Workplace Readiness
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KZN Domestic Services
GBS Headcount: 13,574
KZN International
GBS Headcount: 12,046
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Channels and Technology
KZN Channels and Technology
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Automation and Technology
- Artificial Intelligence (AI)
- Biometrics
- Business-process-as-a-Service (BpaaS)
- Campaign Management
- Cloud Technology
- Contact-centre-as-a-Service (CcaaS)
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- Data Protection Applications
- Employee Collaboration Tools
- Gamification
- Internet of Things (IoT)
- Machine Learning
- Marketing Automation
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- Mobile Applications
- Quality Assurance Tools
- Robotic Process Automation (RPA)
- Social Engagement Tools
- Unified Communications
- Workforce Optimisation
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Customer Service Channels
- Agent/Voice
- Chat Bots
- Email
- Fax
- Instant Messaging
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- IVR
- Mobile
- Omnichannel
- Outbound Campaign Diallers
- Post
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- Predictive Routing
- Social Media
- SMS
- Website
- Web Chat
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Value Proposition
KZN GBS Value Proposition Framework
KZN GBS Market Quantification Report
KZN Tier 2 and 3 Towns and Cities GBS Economy Survey and Strategy
Disclaimer:
The Content in this report and value proposition is still in draft format and may be changed without notice. As we conduct further stakeholder consultations, we may make alterations or deletions to the Content at any time.
