For many young South Africans, a headset and a computer screen have become the first step to work.
A recent report from non-profit organization Business Process Enabling South Africa (BPESA) shows that 8,180 new call center international jobs were created between April and June 2025.
The Western Cape led the way with 4,119 new jobs and KwaZulu-Natal came second with 2,434 new jobs. The Eastern Cape created 900 new international jobs – the highest number ever recorded in the province.
Most of the work comes from foreign companies such as the US and UK, which rely on South African workers to handle customer calls, sales and support services.
In provinces like Gauteng, call center jobs are gaining more popularity.
CEO Reshni Singh said more international companies are sending their customer service and support work to South Africa, increasing demand for jobs in the region.
He said this growing demand shows that South Africa is gradually building a strong reputation as a reliable place for outsourcing.
“This steady growth is not just about employment numbers – it is also bringing foreign income into the country, with billions of rands generated through export revenues.”
The report also notes that the age range of recruits is between 18 and 34 years, with women playing leading roles in the industry.
Singh said the sector tackles youth unemployment in any possible way. “The industry is constantly creating opportunities for people from disadvantaged backgrounds and providing structured training that helps them build practical and transferable skills, such as communication skills, negotiation skills, sales and much more.”
Singh said that as demand continues to grow, more opportunities are expected to arise in this sector – especially for youth looking for a way into the job market.
“The industry is bringing foreign revenue into the country, supporting local businesses and helping to establish South Africa as a competitive global services centre,” he said.
TimesLIVE spoke to Olwethu Ntuli, a quality analyst at AlphaBPO, who entered the sector as a sales agent in 2022. He said his visit to the region highlights the opportunities within the industry.
The industry is bringing foreign revenue into the country, supporting local businesses and helping to establish South Africa as a competitive global services hub
— Reshni Singh
“I came in without any corporate experience, but I was able to learn and grow quickly,” he said.
Through persistent effort, he moved into a quality assurance role, where he now evaluates performance, supports staff development and ensures service standards are met.
Ntuli said his plan was to study and get a job in his field of study, but due to the high unemployment rate, he could not sit at home and do nothing.
“The industry opened doors and allowed me to move from entry-level roles to now being able to afford my lifestyle and grow my photography business.”
Industry leaders said the business process outsourcing (BPO) sector is not just about answering calls, but it is about developing people.
Be You Development Society founder Mazvi Phakathi, who spent a decade in the BPO industry before moving into leadership and youth development, described the call center as an incubator for development.
“You can start at entry level and work your way up to senior management. Along the way, you learn about the business, people and performance,” he said.
While the opportunities are significant, he said change in the industry can be challenging for first-timers.
“Employees gain skills in communication, problem-solving, data analysis and customer management.” He said. “These skills are valuable across many industries, making BPO a strong career starting point.
Morris Ndemande, a freelance call center trainer, explains that those who want to join this field must be prepared to adapt to a fast-paced, performance-driven environment where results are closely measured.
“When entering this industry, the biggest change is mindset,” he said. “People need to learn not to take things personally because the industry can be cruel.” They must focus on results and take ownership of their development.
“People don't value contact centers because they see entry points, not trajectories.
“The environment is the same, the difference is how you look at it. It can either be the job you are stuck in, or the job you are building from,” Ndimande said.
Times Live