South Africa’s BPO Service Advantage

1. The Global BPO Market: South Africa in Context
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

2. Country Attractiveness: International Comparisons
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

3. South Africa BPO: Performance and Prospects 2011–18
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

4. In Their Own Words
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

5. South Africa BPO Case Studies: An Overview
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

6. Case One: British Gas Selects WNS South Africa for Call Centre Services
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

7. Case Two: From Down Under to Over Yonder — iiNet and Merchants
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

8. Cases Three and Four: Launch Pads and Landing Strips — Full Circle Navigates Two Newcomers to South Africa’s BPO Industry
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

9. Case Five: TalkTalk and CCI Transform a Supplier into a Partner
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

10. Case Six: Radiant Law Rethinks Legal Services
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

11. Case Seven: The Value of South Africa’s Shared Service Centres
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

12. Lessons and Conclusions
Leslie P. Willcocks, Mary C. Lacity, Andrew Craig

Nyckelord: Science, Science, general