Contact Centres.
Our Contact Centres
Our contact centre experts excel in delivering engaging and valuable interactions, ensuring optimal call durations for efficient support and sales.
Starting from humble beginnings in 2002, we now have over 4000 full-time employees, with contact centres in Durban, Cape Town and the United States. Support staff are based across the globe in South Africa, the United States, the United Kingdom and Portugal.
With a skilled English-speaking workforce, competitive labour costs and robust infrastructure, South Africa offers exceptional value for the best in Global Business Services. Its favourable time zone allows for real-time support to clients in various regions, and a combination of resilience and political and climatic stability ensure dependable, uninterrupted service. To cater for clients who require on-shore presence we also have teams of CX experts based in the USA.
Our Locations
Umhlanga, Durban
Cape Town
Johannesburg
United States of America
South Africa & Beyond
Why South Africa is the Ideal Customer Experience Destination
South Africans are great at closing as salespeople and also give fantastic customer service. We are tough and resilient and able to hold those tough conversations, but we are also friendly and open and amiable, and enjoy conversing with people, off script.
SA is actually very similar to the United States, so there’s a close fit in terms of culture. Many South Africans follow American culture – the music, the movies, the food – and even aspire to American culture, so we enjoy talking to American people and are able to hold a good conversation with them.
Accents are key, and South Africa is literally the only place in the world that offers an accent-positive experience at an accent-negative-equivalent price. Ignition has identified locations in South Africa where previously disadvantaged communities are able to capitalise on their accents to access a stable job market.
The South African climate is stable and predictable, unlike that of most geographies where contact centres are traditionally located for US- and UK-based global business service operations. Ignition also has a presence in South Africa’s three largest cities, distinct in both geography and climatic conditions.
Since the first truly democratic elections in 1994, South Africa has been a very stable democracy. The South African government also actively encourages the GBS sector, providing various incentives that contribute to the growth and sustainability of the industry.
SA hosted the FIFA Football World Cup in 2010, and as a result there was massive investment in infrastructure: new airports, new interstates and new fibre optic undersea cables linking Africa to Europe and Asia that supply much higher bandwidth. These all have an important role to play in the functionality of SA as a CX destination, and this investment will continue to deliver for years to come.
Value is extremely important to business looking for a GBS partner. South Africa offers Global Best Practice at a cost you’re not going to get anywhere else in the world.
The levels of digital expertise in South Africa have increased over the past few years, to the extent that we are on the cutting edge of these services. Ignition itself has morphed into a technology company that includes AI platforms, data services, machine learning and telecoms in its list of core offerings.
When the chips are down, South Africa delivers. At Ignition we are particularly proud that when the world was brought to a standstill by Covid, we made a plan and had virtual call centres up and running remotely in a matter of days.
Ignition is very fortunate to have a great US-based team with decades of experience in the industry, as well as great contacts in-country and an understanding of how business is done in the region. We offer onshore services from the United States, that compliment our SA team, for clients that need that support.
“South Africa combines resources, infrastructure and cultural compatibility, establishing itself as a prime destination for GBS outsourcing.”
On-shore, off-shore, one partner
We’re a compact powerhouse: we deliver big-company service but haven’t lost the personal touch.
With Ignition CX, you can have one partner for all your CX needs, be they US-based, off-shore or a hybrid model.
Ignition CX is the only South African-owned CX provider that can offer US-based services to complement its SA-based core offering. This means that we can leverage the extensive value and service excellence benefits of a South African-based CX provider with the specific benefits of a US-based team.
We’re your one-stop CX solution.
Outsourcing for the first time?
Moving offshore?
We are also the perfect company for any business with a non-South African off-shore partner but who would like to take advantage of the unique proposition that South Africa offers as a CX geography, both in terms of value and quality. We facilitate a seamless transition from on-shore to off-shore for those who require the efficiency of one partner.
Remote operations attract skilled and specialised workers, and are also more cost-effective than brick and mortar contact centres. Our fully remote model allows us to scale up very quickly and with no physical limitations. We have remote agents in 8 US states who work flexible hours (24/7/365).
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