Where are call centres in South Africa based, and what's the time difference?
The main hubs are Cape Town, Johannesburg, Durban and Pretoria, each with different strengths across service, sales, technical support and shared services.
Pricing guide
How much does call centre outsourcing in South Africa cost?
ACXPA's indicative benchmarks for a fully outsourced agent in South Africa and the other locations we benchmark, including salary, management and technology. They're set in Australian dollars and converted to your currency.
Location
Typical cost (per hour)
Key advantage
Australia
A$48 – A$70
Native English, strong regulation and data protection; suits complex and regulated work
New Zealand
A$35 – A$60
Native English and high service standards in a Pacific time zone
Philippines
A$8 – A$18
Large English-speaking talent pool, round-the-clock operations and big savings
Fiji
A$10 – A$15
English widely spoken, Pacific time zone and a smaller, close-knit market
South Africa
A$15 – A$25
Strong English and voice quality, in a time zone close to the UK and Europe
Egypt
A$12 – A$23
Arabic and English speakers, close to European time zones
Indicative ranges in Australian dollars.
Costs also depend on skill level, the commercial model and what's included, such as supervision, reporting and quality checks. Always compare fully loaded quotes, not headline hourly rates.
How to choose
How do you choose a call centre provider in South Africa?
Match their strengths to your work
Many providers specialise: inbound service, technical support, sales, or industries such as banking, retail or healthcare.
Check they suit your size
Some prefer 20 or more agents from day one; others will happily start with a small team.
Look under the hood
Ask about attrition, training, quality checks, workforce planning and coaching. These drive quality more than the sales pitch.
Review technology and reporting
Modern contact centre platforms, quality analytics, knowledge tools and reporting that gives you insight, not just numbers.
Understand the commercials
Per hour, per outcome or a mix. Get inclusions, exclusions, minimums and exit terms in writing.
Speak to two references
Ask for clients of similar size and seasonality. One reference is a sales story; two is closer to reality.
Learn more
Want an independent view? Free ACXPA resources
ACXPA's independent resources help you plan outsourcing and manage the relationship once it's running.
How much does it cost to outsource to South Africa?
As a guide, ACXPA benchmarks a fully outsourced agent in South Africa at A$15 – A$25 an hour, including salary, management and technology. The pricing guide shows each location in your currency.
Where are South African call centres located?
Mostly in Cape Town, Johannesburg, Durban and Pretoria.
Is South Africa more expensive than the Philippines?
In ACXPA's benchmarks, usually a little more per hour. Buyers often choose South Africa for voice quality and its time zone.
How are suppliers ordered on this page?
Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.
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