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The purpose of this report is to assess the role of South Africa as a BPO delivery location for international companies.

The objectives of the report are to identify:

• The experience of organisations that use South Africa for international BPO service delivery
• The drivers for use of South Africa for delivery of BPO services for both contact centre services and for financial industry-specific & back-office services
• The profile of companies using South Africa BPO service delivery by industry sector
• The profile of international service delivery from South Africa by service type
• The benefits sought from South African service delivery and the profile of benefits achieved
• The delivery cost structure associated with South Africa, including details of government incentives.

The Philippines is principally known for the delivery of voice-based customer service into the U.S. telecoms and banking sectors.

However, the nature of service delivery is wider than this and this report analyzes current and emerging patterns of service delivery from the Philippines at a more granular level by process, target geography, and industry sector.

Telecoms & media companies are not immune from the credit crunch and any resulting economic downturn, and the credit crunch will both slow down their rate of new market entry and have an impact on the pattern of BPO services acquired during 2009.

This report, consisting of 84 pages, identifies the business issues now faced by telecoms & media companies, and their key business initiatives and BPO buying intentions for 2009.

The report is one of a series covering BPO opportunities in 2009 from an industry sector perspective.

This market analysis "Customer Management Services Market Forecast 2009-2013" provides market forecasts for the customer management services market globally, by geography and by market segment. It also provides details of vendor market shares in customer management services by geography.