1. Research Graphs from the Research Findings of The National (SA) BPO & Contact Centre Report 2007/8 Produced By

2. Source: C3Africa Research © www.c3africa.com Research Background  The sample was drawn from the databases provided by the project principles  The questionnaire comprised seven separate parts completed by multiple respondents. In certain instances this caused the respondent numbers to vary. The respondent base for each question is listed and should not be assumed to be statistically representative  Open-ended questions were coded prior to analysis  The data was analysed using Survey Systems  The output of the analysis is technical tables presented in MS Excel  The survey sample closely resembles the regional breakdown of the Contact Industry Hub database which formed the basis of the sample extraction  On a national basis the overall sample of 313 is representative of the CIH database at a 95% confidence interval The contact centre and Business Process Outsource (BPO) industry in South Africa has experienced considerable growth in the last five years. In addition, South Africa has been identified as potentially one of the world’s leading business destinations to host major contact centres and BPO operations. The Multimedia Group (Multimedia) and the Contact Industry Hub (CIH) embarked upon a comprehensive market analysis and quantification survey of the South African contact centre and BPO industry. Datamonitor has supported this study in its design, and contributed to the analysis and commentary. Dialworx conducted CATI interviews to meet this objective and Pulse Research (Pty) Ltd analysed and reported the data captured. Research Methodology Research Duration  CATI Interviews: June & July 2007  Data capture: July & August 2007  Data Analysis: August 2007

3. Source: C3Africa Research © www.c3africa.com Notes on Letsema’s Graphical Interpretations  Letsema Consulting has graphically interpreted data, based on the tables supplied by C3Africa Research © which has validated these graphical interpretations.  The data were selected at Letsema Consulting’s discretion, based on the Project’s need to focus on international investor information requirements.  Letsema Consulting has excluded the Eastern Cape and the Free State data from the majority of the interpretations, where regional categories were created, due the small sample sizes in those cases.  For information detailing the full content of the study and where to obtain it, please visit the C3Africa Research © website www.c3africa.com.www.c3africa.com

4. SOUTH AFRICAN CONTACT CENTRE DATA 2007: NATIONAL

5. Source: C3Africa Research © www.c3africa.com Cape Town (Western Cape) Johannesburg (Gauteng) Durban (KwaZulu Natal) Port Elizabeth (Eastern Cape) Bloemfontein (Free State) Regional Split of Contact Centres in South Africa Sample Size = 313 In which province is your contact centre located?

6. Source: C3Africa Research © www.c3africa.com Business Sectors Served by Contact Centres in South Africa Sample Size = 311 Which business sector(s) do you operate in? (multiple can be selected) This chart reads that 29.7% of S.A. contact centres operate in the financial services sector, for example.

7. Source: C3Africa Research © www.c3africa.com Types of Contact Centres in South Africa Sample Size = 313 Do you have a captive contact centre, or an outsource contact centre, or both? (select one)

8. Source: C3Africa Research © www.c3africa.com Main Nature of Contact Centre Activity in South Africa Sample Size = 308 How would you describe the main nature of your contact centre activity? (multiple can be selected)

9. Source: C3Africa Research © www.c3africa.com Business Continuity and Disaster Recovery Readiness in S.A.* Sample Size = 139 – 140 (*Excludes contact centres under 20 active seats) Do you have an Uninterruptible Power Supply (UPS) installation and/or a generator and/or disaster recovery facilities/provider?

10. Source: C3Africa Research © www.c3africa.com Facilities Available to South African Contact Centre Agents* Sample Size = 146 (*Excludes contact centres under 20 active seats) Which of the following facilities does you contact centre have: acoustic control, white sound, canteen facilities, disabled access, disabled toilets and first aid room?

11. Source: C3Africa Research © www.c3africa.com Floor Space Allocation per Agent in S.A. Contact Centres* Sample Size = 142 (*Excludes contact centres under 20 active seats) What is your estimated floor space allocation per agent, including common areas, training facilities, chill room, kitchen? (select one)

12. Source: C3Africa Research © www.c3africa.com S.A. Contact Centre Transportation Provisions for Agents* Sample Size = 146 (*Excludes contact centres under 20 active seats) Does your company provide staff transportation and/or staff transportation allowances/subsidies?

13. Source: C3Africa Research © www.c3africa.com Attrition Rates in Contact Centres in South Africa* Sample Size = 151 (*Excludes contact centres under 20 active seats) What is your permanent agent staff attrition-rate per annum? (select one)

14. Source: C3Africa Research © www.c3africa.com Languages Supported by Contact Centres in South Africa* Sample Size = 154 (*Excludes contact centres under 20 active seats) What languages does your call centre support? (multiple can be selected) Note: African languages include the following (alphabetical): Ndebele, Northern Sotho, Sotho, Swati, Tsonga, Tswana, Venda, Xhosa, and Zulu

15. Source: C3Africa Research © www.c3africa.com Breakdown of Contact Centre Activity in South Africa Sample Size = 312 Is your contact centre activity mainly inbound, mainly outbound or both in roughly equal proportions? (select one)

16. Source: C3Africa Research © www.c3africa.com Typical Working Hours in Contact Centres in South Africa Sample Size = 311 What are your normal working hours? (select one) Note: Office hours are typically weekdays between 8:00 and 17:00 and an extended shift is inclusive of evenings but not 24/7

17. Source: C3Africa Research © www.c3africa.com Contact Channels Offered by Contact Centres in South Africa Sample Size = 311 Which of the following contact channels are you offering currently? (multiple can be selected)

18. Source: C3Africa Research © www.c3africa.com Sample Size = 102 Future Expansion of Contact Channels in S.A. Contact Centres Which of the following contact channels are you planning to add within the next 6 to 12 months? (multiple can be selected)

19. Source: C3Africa Research © www.c3africa.com Average Tenure of Contact Centre Agents in South Africa* Sample Size = 154 (*Excludes contact centres under 20 active seats) What is the average tenure of contact centre agents/how long do they stay in the company? (select one)

20. Source: C3Africa Research © www.c3africa.com Education Levels of Contact Centre Agents in South Africa* Sample Size = 154 (*Excludes contact centres under 20 active seats) What percentage of your contact centre agents will have matric/Grade 12, some tertiary education, a university degree?

21. Source: C3Africa Research © www.c3africa.com Span of Control Within South African Contact Centres* Sample Size = 131 -154 (*Excludes contact centres under 20 active seats) What is your ratio of quality managers/assessors to agents and ratio of agents to supervisors? (select one category for each)

22. Source: C3Africa Research © www.c3africa.com Average Monthly Staff Operating Costs per Member in S.A.* Sample Size = 119 (*Excludes contact centres under 20 active seats) Note: The average in this instance is the mean of the open-ended responses given Thinking about staff operating costs, what is the monthly cost to company of a …? (Total cost to company, monthly gross including recruitment and management costs of contract/temporary staff)

23. SOUTH AFRICAN CONTACT CENTRE DATA 2007: NATIONAL BY TYPES OF CONTACT CENTRES

24. Source: C3Africa Research © www.c3africa.com Activity by Type of Contact Centre Operation Sample Size = 312 Do you have a captive contact centre, or an outsource contact centre, or both? (select one) Are the calls handled by your contact centre mainly inbound, mainly outbound or both in roughly equal proportions? (select one)

25. Source: C3Africa Research © www.c3africa.com Typical Working Hours in Types of Contact Centres Sample Size = 203 Do you have a captive contact centre, or an outsource contact centre, or both? (select one) What are your normal working hours? (select one) Note: Office hours are typically weekdays between 8:00 and 17:00 and an extended shift is inclusive of evenings but not 24/7

26. Source: C3Africa Research © www.c3africa.com Typical Working Hours in Types of Contact Centres Sample Size = 58 Do you have a captive contact centre, or an outsource contact centre, or both? (select one) What are your normal working hours? (select one) Note: Office hours are typically weekdays between 8:00 and 17:00 and an extended shift is inclusive of evenings but not 24/7

27. Source: C3Africa Research © www.c3africa.com Typical Working Hours in Types of Contact Centres Sample Size = 50 Do you have a captive contact centre, or an outsource contact centre, or both? (select one) What are your normal working hours? (select one) Note: Office hours are typically weekdays between 8:00 and 17:00 and an extended shift is inclusive of evenings but not 24/7

28. Source: C3Africa Research © www.c3africa.com Agents with Experience in Types of Contact Centres* Sample Size = 114 (*Excludes contact centres under 20 active seats) Do you have a captive contact centre, or an outsource contact centre, or both? (select one) What percentage of your contact centre agents will have previous contact centre experience?

29. Source: C3Africa Research © www.c3africa.com Contact Centre Employment Status by Type of Contact Centre* Sample Size = 146 (*Excludes contact centres under 20 active seats) Do you have a captive contact centre, or an outsource contact centre, or both? (select one) What percentage of your contact centre agents are permanent/temporary staff?

30. Source: C3Africa Research © www.c3africa.com Education Levels in Contact Centre Operations* Sample Size = 154 (*Excludes contact centres under 20 active seats) Do you have a captive contact centre, or an outsource contact centre, or both? (select one) What percentage of your contact centre agents will have matric/Grade 12, some tertiary education, a university degree?

31. Source: C3Africa Research © www.c3africa.com South African Languages Supported by Type of Contact Centre* Do you have a captive contact centre, or an outsource contact centre, or both? (select one) What languages does your contact centre support? Sample Size = 154 (Total for Foreign and South African languages) (*Excludes contact centres under 20 active seats) Note: African languages include the following (alphabetical): Ndebele, Northern Sotho, Sotho, Swati, Tsonga, Tswana, Venda, Xhosa, and Zulu

32. Source: C3Africa Research © www.c3africa.com Foreign Languages (Europe) Supported by Type of Contact Centre* Do you have a captive contact centre, or an outsource contact centre, or both? (select one) What languages does your contact centre support? Sample Size = 154 (Total for Foreign and South African languages) (*Excludes contact centres under 20 active seats)

33. Source: C3Africa Research © www.c3africa.com Main Nature of Activity by Type of Contact Centre Sample Size = 200 How would you describe the main nature of your contact centre activity? (multiple can be selected) Do you have a captive contact centre, or an outsource contact centre, or both? (select one)

34. Source: C3Africa Research © www.c3africa.com Main Nature of Activity by Type of Contact Centre Sample Size = 58 How would you describe the main nature of your contact centre activity? (multiple can be selected) Do you have a captive contact centre, or an outsource contact centre, or both? (select one)

35. Source: C3Africa Research © www.c3africa.com Main Nature of Activity by Type of Contact Centre How would you describe the main nature of your contact centre activity (multiple can be selected)? Do you have a captive contact centre, or an outsource contact centre, or both (select one)? Sample Size = 50

36. Source: C3Africa Research © www.c3africa.com Business Sectors Served by Type of Contact Centre Operation Sample Size = 313 Which business sector(s) do you operate in? (multiple can be selected) Do you have a captive contact centre, or an outsource contact centre, or both? (select one)

37. Source: C3Africa Research © www.c3africa.com Financial Service Operations By Contact Centre Types Sample Size = 89 Which business sector(s) do you operate in? (multiple can be selected) If yes to Financial Services, in which of the following do you operate? (multiple can be selected) Do you have a captive contact centre, or an outsource contact centre, or both? (select one)

38. Source: C3Africa Research © www.c3africa.com Span of Control: Ratio of Agents to Quality Managers* Sample Size = 131 (*Excludes contact centres under 20 active seats) Do you have a captive contact centre, or an outsource contact centre, or both? (select one) Ratio of quality managers/assessors to agents? (select one)

39. Source: C3Africa Research © www.c3africa.com Span of Control: Ratio of Agents to Supervisors* Sample Size = 154 (*Excludes contact centres under 20 active seats) Do you have a captive contact centre, or an outsource contact centre, or both? (select one) Ratio of quality managers/assessors to agents? (select one)

40. Source: C3Africa Research © www.c3africa.com Attrition Rates by Type of Contact Centre* Sample Size = 151 (*Excludes contact centres under 20 active seats) What is your permanent agent staff attrition-rate per annum? (select one) Do you have a captive contact centre, or an outsource contact centre, or both? (select one)

41. Source: C3Africa Research © www.c3africa.com Contact Centres’ Propensity to Provide Outsource Services* Do you or do you intend taking on any third party outsource call centre/BPO contracts? Sample Size = 145 (*Excludes contact centres under 20 active seats)

42. SOUTH AFRICAN CONTACT CENTRE DATA 2007: REGIONAL

43. Source: C3Africa Research © www.c3africa.com Types of Contact Centre Operations by Region Sample Size = 307 Do you have a captive contact centre, or an outsource contact centre, or both? (select one)

44. Source: C3Africa Research © www.c3africa.com Contact Centre Agent Education Levels By Region* Sample Size = 153 (*Excludes contact centres under 20 active seats) What percentage of your contact centre agents will have matric/Grade 12, some tertiary education, a university degree?

45. Source: C3Africa Research © www.c3africa.com Contact Centre Agent Employment Status by Region* Sample Size = 145 (*Excludes contact centres under 20 active seats) What percentage of your contact centre agents are permanent and temporary or contract staff?

46. Source: C3Africa Research © www.c3africa.com Previous Contact Centre Experience of Agents by Region* Sample Size = 113 (*Excludes contact centres under 20 active seats) What percentage of your contact centre agents will have previous contact centre experience?

47. Source: C3Africa Research © www.c3africa.com Contact Centre Attrition Rates by Region* Sample Size = 150 (*Excludes contact centres under 20 active seats) What is your permanent agent staff attrition-rate per annum? (select one)

48. Source: C3Africa Research © www.c3africa.com Transportation Provisions for Agents by Region* Sample Size = 145 (*Excludes contact centres under 20 active seats) Does your company provide staff transportation and/or staff transportation allowances/subsidies?

49. Source: C3Africa Research © www.c3africa.com Floor Space Allocation per Agent by Region* Sample Size = 141 (*Excludes contact centres under 20 active seats) What is your estimated floor space allocation per agent, including common areas, training facilities, chill room, kitchen? (select one)

50. Source: C3Africa Research © www.c3africa.com Average Tenure of Contact Centre Agents by Region* Sample Size = 153 (*Excludes contact centres under 20 active seats) What is the average tenure of contact centre agents/how long do they stay in the company? (select one)

51. Source: C3Africa Research © www.c3africa.com Main Nature of Contact Centre Activity by Region: Gauteng Sample Size = 219 How would you describe the main nature of your contact centre activity? (multiple can be selected)

52. Source: C3Africa Research © www.c3africa.com Main Nature of Contact Centre Activity by Region: W.Cape How would you describe the main nature of your contact centre activity? (multiple can be selected) Sample Size = 64

53. Source: C3Africa Research © www.c3africa.com Main Nature of Contact Centre Activity by Region: KZN How would you describe the main nature of your contact centre activity? (multiple can be selected) Sample Size = 19

54. Source: C3Africa Research © www.c3africa.com Business Sectors Served by Region: Gauteng Sample Size = 222 Which business sector(s) do you operate in? (multiple can be selected) This chart reads that 28.4% of Gauteng contact centres operate in the financial services sector, for example.

55. Source: C3Africa Research © www.c3africa.com Business Sectors Served by Region: W.Cape Sample Size = 64 Which business sector(s) do you operate in? (multiple can be selected) This chart reads that 31.3% of W.Cape contact centres operate in the financial services sector, for example.

56. Source: C3Africa Research © www.c3africa.com Business Sectors Served by Region: KZN Sample Size = 19 Which business sector(s) do you operate in? (multiple can be selected) This chart reads that 47.4% of KZN contact centres operate in the financial services sector, for example.

57. Source: C3Africa Research © www.c3africa.com Financial Service Operations in Contact Centres by Region Sample Size = 88 Which business sector(s) do you operate in? (multiple can be selected) If yes to Financial Services, in which of the following do you operate in? (multiple can be selected)

58. Source: C3Africa Research © www.c3africa.com Sample Size = 139 (*Excludes contact centres under 20 active seats) Uninterruptible Power Supply (UPS) by Region* Do you have an Uninterruptible Power Supply (UPS) installation ?

59. Source: C3Africa Research © www.c3africa.com Generators by Region* Do you have a generator ? Sample Size = 138 (*Excludes contact centres under 20 active seats)

60. Source: C3Africa Research © www.c3africa.com Disaster Recovery Facilities/Provider by Region* Do you have disaster recovery facilities/provider? Sample Size = 139 (*Excludes contact centres under 20 active seats)