Hot line from the Cape

first_img24 November 2004South African call centre numbers are expected to double in the next four years – and Cape Town is hotter than India when it comes to service, recent research says.Independent analysts Datamonitor predicts that there will be 939 call centers in South Africa by 2008, almost double the current number of 494 – a compound annual growth rate of 14% over the period – and that South Africa could soon occupy a priority position in the portfolios of global operations.Meanwhile, research conducted by Deloitte & Touche, and commissioned by investment agency CallingtheCape, says Cape Town offers a stable workforce, high quality service, a “robust skills base”, and is a “highly competitive” alternative to India for foreign companies.South Africa: An Emerging Offshore Opportunity – Datamonitor report.Contact Centres and Business Process Outsourcing in Cape Town – 2004 Key Indicator Report.Dial SA for serviceDatamonitor predicts that in four years’ time, offshore agent positions will quadruple on current levels.It says South Africa offers outsource providers a higher quality, more culturally aligned front-office and back-office location. Labour costs run at two-thirds of their US or UK equivalents.For global firms, South Africa is expected to slot in between near-shore locations such as Canada, Mexico or Eastern Europe, which offer close proximity and also cultural affinity to domestic markets, and more traditional offshore locations, such as India and the Philippines, that offer cheap labour.The total number of agent positions in the country is predicted to rise to 69 600 by 2008, with 6 200 offshore outsourced.Currently, 70% of South Africa’s offshore customer service agents service clients in the UK market. Most of these are located in Gauteng province – more specifically, in Johannesburg.However, Datamonitor expects the balance to shift in favour of Cape Town.Capetonians just better than mostAccording to Deloitte & Touche, while the number of agents in the industry grew 25% over the last year – it now employs some 11 000 people – staff attrition is stable at 10.7% compared to India’s attrition rate of 24.3%. Absenteeism is low.Capetonians, its report says, are also better at fielding calls. First-time call resolution – which measures how efficiently customer queries are resolved – is 89% in Cape Town compared to only 65.9% in India.Other key productivity measures, such as abandon rates, hours worked per agent, and business uptime, are ahead of or line with international comparators.The research also found that:The industry in the Western Cape, and Cape Town in particular, is well-established, with a broad base of management and service provider expertise. The industry is already one of the city’s top 10 employers. Growth expectations for the next two years stand at an average 40%. Offshore outsourcing is a key driver of growth, with 55% of outsourcers’ revenue coming from international clients. Outsourcers offer seven foreign languages including German, Dutch, French and Italian. A key strength of the Western Cape market is the depth of financial services expertise, particularly in insurance, mortgage and loan processing, and collection. Financial services accounts for over 50% of staff in the industry. Existing investors in the Western Cape report high levels of satisfaction. From a list of 37 factors that might influence a choice of investment location, 35% were judged to be growth enablers and 41% growth neutral. The key enablers are an excellent skills base, technology, infrastructure, industry sophistication, and quality of life. The local labour market has proved to be both growth-enabling and stable. It is estimated the local industry could grow by 10 000 seats per year without straining available skilled resources.CallingtheCape says that the recent telecommunications liberalisation announced by the government should also be a boon for the call centre industry.The introduction of a second national fixed-line operator will offer competitive price challenges to Telkom. At the same time, regulatory changes, which take effect in February 2005, will allow for the phasing in of Voice over Internet Protocol (VoIP).These are expected to significantly lower the costs of investing in call centres in South Africa. ‘Big bang’ for SA telecomsBritish firm calls on Cape TownDial SA for service SouthAfrica.info reporterlast_img read more

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Ventilation Failures and Vocabulary Lessons

first_img Start Free Trial Already a member? Log in This article is only available to GBA Prime Members Sign up for a free trial and get instant access to this article as well as GBA’s complete library of premium articles and construction details.center_img During the last week of September, I attended the annual conference sponsored by the Energy and Environmental Building Alliance (EEBA). This year’s conference was held in Frisco, Texas.EEBA was founded in Minnesota in 1982; the original name of the organization was the Energy Efficient Building Association. Thirty-four years later, EEBA is still going strong.Like most national conferences, the Texas event was held at a modern convention center attached to a high-rise hotel. In this case, the soulless commercial space was located a short drive north of Dallas. It’s possible to spend three or four days in this type of convention center without knowing where you are. You could be in a suburb of Seattle or Miami, or almost anywhere in between. If you decide to take a walk, as I did, you have your choice of destinations: either the parking lots north of the hotel, or the parking lots south of the hotel, or one of the strip malls up and down the four-lane roads.In spite of the bleak venue — an inevitable part of any national convention, evidently — the EEBA event was well worth attending. This year’s conference had presentations on a wide variety of topics, from air sealing to building codes. Residential ventilation systems should address risks in the kitchen The conference included several presentations on mechanical ventilation, including one, “A Breath of (Measurable) Fresh Air,” given by Iain Walker from Lawrence Berkeley National Laboratory (LBNL).Walker’s ventilation advice is based on ongoing LBNL research — research that has been previously reported on GBA. Walker told the audience, “For better IAQ, ventilating your kitchen is about the most important thing you can do from a health-impact perspective. Some homeowners like old vintage gas-burning ranges, the ones with pilot… last_img read more

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CEU stays unbeaten

first_imgRod Ebondo proved unstoppable anew to power Centro Escolar University to a 91-85 victory over Zark’s Burger-Lyceum as the Scorpions stayed unbeaten in the 2018 PBA D-League Aspirants’ Cup on Tuesday at Marikina Sports Center.The Congolese fired 33 points and snagged 20 rebounds to hike the Scorpions’ record to 3-0 while halting the Pirates’ (4-2) four-game winning streak.ADVERTISEMENT Saulong plan: Body attack Read Next John Lloyd Cruz a dashing guest at Vhong Navarro’s wedding Typhoon Kammuri accelerates, gains strength en route to PH MOST READ LATEST STORIES NEXT BLOCK ASIA 2.0 introduces GURUS AWARDS to recognize and reward industry influencers 2 ‘newbie’ drug pushers fall in Lucena sting Globe Business launches leading cloud-enabled and hardware-agnostic conferencing platform in PH Brace for potentially devastating typhoon approaching PH – NDRRMC Earlier, Che’Lu Bar and Grill-San Sebastian coasted to a second consecutive win as it whipped Go for Gold, 87-65.The Revellers coasted to their fourth win in seven games. —RANDOLPH B. LEONGSON, INQUIRER.NETFEATURED STORIESSPORTSWATCH: Drones light up sky in final leg of SEA Games torch runSPORTSLillard, Anthony lead Blazers over ThunderSPORTSMalditas save PH from shutout Slow and steady hope for near-extinct Bangladesh tortoises Trending Articles PLAY LIST 00:50Trending Articles02:11’Not just basketball’: Circumcisions, pageants at Philippine courts00:50Trending Articles01:29Police teams find crossbows, bows in HK university01:35Panelo suggests discounted SEA Games tickets for students02:49Robredo: True leaders perform well despite having ‘uninspiring’ boss02:42PH underwater hockey team aims to make waves in SEA Games01:44Philippines marks anniversary of massacre with calls for justice01:19Fire erupts in Barangay Tatalon in Quezon City AFP official booed out of forum Don’t miss out on the latest news and information. View commentslast_img read more

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10 months agoChelsea hero Pat Nevin: Big 2019 to look forward to

first_imgChelsea hero Pat Nevin: Big 2019 to look forward toby Paul Vegas10 months agoSend to a friendShare the loveChelsea hero Pat Nevin believes the club has plenty to look forward to in 2019.He wrote for the club’s website: “Obviously changing a manager is a stressful business, but rarely has that change looked so smooth than it has with the introduction of Maurizio Sarri. “The football is as pleasing on the eye as you could hope for much of the time and the club certainly looks to have taken on board most of the modern technical and tactical football ideas out there.”Maybe the best thing about where we are now at the end of the year is the excitement about the year to come. It will be interesting, enjoyable, entertaining and hopefully successful. It will of course have its ups and downs, but what would I wish for most in the year to come at Chelsea? Like many of us in 12 months’ time I hope once again to be saying the phrase, ‘Eden Hazard has had another great year for Chelsea’. If we can say that, then we will probably have some more silverware too.” About the authorPaul VegasShare the loveHave your saylast_img read more

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10 months agoWest Ham striker Marko Arnautovic subject of mega Chinese offer

first_imgTagsTransfersAbout the authorPaul VegasShare the loveHave your say West Ham striker Marko Arnautovic subject of mega Chinese offerby Paul Vegas10 months agoSend to a friendShare the loveWest Ham striker Marko Arnautovic is the subject of a massive bid from China.The Mirror says West Ham are poised to reject a £35m bid from China for key striker Arnautovic.The bid, from an as yet unnamed Chinese Super League Club, was submitted on Wednesday for the 29 year old Austrian, who is joint-top scorer for the Hammers this season with eight goals in 17 games in all competitions.Arnautovic moved to London Stadium for a club record £20m fee from Stoke in July 2017, scoring 11 times for West Ham last season.The Hammers have no intention of selling Arnautovic, whose contract has another four years to run.The club, sources say, value Arnautovic at far higher than £35m – having themselves spent £40m this summer on Brazilian midfielder Felipe Anderson. last_img read more

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a month agoDel Bosque: Don’t ask me about Real Madrid

first_imgDel Bosque: Don’t ask me about Real Madridby Carlos Volcanoa month agoSend to a friendShare the loveFormer Real Madrid coach Vicente del Bosque has swerved questions about his old club.Los Blancos are enduring a horrid spell at the moment, but the ex-Spain coach was keen to talk about anything other than their predicament.”I neither owe nor wish Real Madrid any bother,” he said, refusing to comment on their issues.Instead, Del Bosque wanted to focus on Spain and Robert Moreno, in whose direction he sent praise.”There’s good preparation and training,” Del Bosque explained.”Things don’t happen by chance and the federation have done a good job.”It’s not necessary to have been a great player to be a coach.”There’s no direct relationship.” About the authorCarlos VolcanoShare the loveHave your saylast_img read more

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What Does A Winning Streak Mean In MLB

More: Apple Podcasts | ESPN App | RSS | Embed Welcome to the latest episode of Hot Takedown, FiveThirtyEight’s sports podcast. On this week’s episode (Sept. 12, 2017), we discuss an American tennis champion finally not named Williams — Sloane Stephens, ranked 957th in the world earlier this summer, won the U.S. Open last weekend. We break down what her victory may mean for U.S. tennis and whether Serena Williams’s absence from the tournament played a role in Stephens’s win. Next, we discuss two remarkable streaks in the MLB — the 20 wins in a row by the Cleveland Indians and the recent stretch of 11 losses by the Los Angeles Dodgers — and whether we should take baseball more seriously just because it’s September. Plus, a significant digit on the MLB playoffs.If you have suggestions for what we should call our new NBA podcast, please drop us a note at [email protected] are links to things we discussed this week:For quality John Starks content, be sure to follow Kate Fagan on Instagram.Kate’s Starky Bear.FiveThirtyEight’s MLB predictions.FiveThirtyEight’s Neil Paine writes that September baseball doesn’t matter more than any other month’s.Victor Mather in The New York Times tells a tale of two MLB streaks.Significant Digit: Zero, the number of teams supported by Chad, Kate and Neil — all devoted Mets fans — that will make the MLB playoffs this year. Is your favorite team out? We discuss strategies for how to choose the best bandwagon to join. Embed Code FiveThirtyEight read more

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Hughton admits Brightons signings havent played well yet

first_imgFor the Brighton and Hove Albion manager, only one of the ten players the team bought during the summer transfer window has worked well: Alireza JahanbakhshDuring the summer transfer window, Brighton and Hove Albion spend almost £60m on 10 new players.And manager Chris Hughton admits the new signings have yet to make an impact in the English Premier League.“I think it would be fair to say they haven’t hit the levels required yet,” said Hughton to Sky Sports.Daniel Fark, Norwich City, Premier LeagueDaniel Farke, From mid-table in the Championship to the Premier League Manuel R. Medina – September 14, 2019 Norwich City manager, Daniel Farke, has taken his team from the middle of the table in the English Championship to play with the big boys in the Premier League.“They all have different circumstances. One is about the form of the players. In Florin Andone’s situation, he came with an injury and had a couple of little problems that stopped his progress being as quick as he would have liked.”“Bernardo is a real talent at left-back and I think has got a bright future for us – but my choices have been a bit different and that can happen,” he added.“Of course if the team is doing well enough – and we have stated okay – you don’t make those changes. But I fully expect the new players we brought in to play a big part this season.”“I think that’s normal,” he said. “The progress of new players can be down to so many things; a settling in period, how well the team is going, what position they play etc.”last_img read more

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FDCI celebrates 10th year of India Couture Week

first_imgExtravagant showcasing of opulence and craft, the India Couture Week 2017, is back again this year in a seven day affair from July 24-30 at the Taj Palace Hotel.The Fashion Design Council of India (FDCI) is pleased to announce the dates for the country’s most extravagant showcasing of opulence and craft at the India Couture Week 2017, as it ushers in 10 years of this venerable fashion event.For the first time ever, the most coveted names of the fashion industry will bring alive, unmitigated splendour at a few off-site locations in the capital. The ramp at the Fashion Design Council of India’s flagship event will be enlivened when top 14 designers in the industry will set the mood for trends that will remain relevant in a country that loves to celebrate life with sheer abundance, colour and unabashed shine. Also Read – Add new books to your shelfAnnouncing the dates of this biggest couture event in the country, Sunil Sethi, President FDCI said, “This is a momentous year for us, 10 years of Couture Week has been an incredible journey, which has been the only event in the country to offer a prestigious platform to couturiers to showcase their talent in offering irrepressible indulgence. The journey would not have been possible without the support of board members and the FDCI team. We look forward to presenting many more editions of this magical event as we take it to a new high with seven days.”A non-profit organisation, the Fashion Design Council of India (FDCI), is the apex body of fashion design in India, represented by over 400 members. Founded on the premise of promoting, nurturing, and representing the best of fashion and design talent in the country; its prime objective is to propagate the business of fashion. FDCI stays true to its commitment to promote the ‘Make in India’ label as handlooms take center stage.last_img read more

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ITBP band gives a stellar maiden performance

first_imgWith 16 tunes of martial and Indian music playing, the Indo-Tibetan Border Police (ITBP) gave a stellar performance at the Siri Fort Auditorium, New Delhi. This was the first such concert by the ITBP band. Minister of State for Home Affairs Kiren Rijiju was present as the Chief Guest among other distinguished guests, senior officers, and personnel of the CAPFs and their families on the eve of Holi 2018. The one hour concert was organised by Major Nazir Hussain, VSM Retd. Also Read – Add new books to your shelfThe concert was a classic mix of traditional military tunes and Bollywood evergreen numbers. Rijiju appreciated the concert and said that such patriotic programmes should be organised by other forces as well in the entire country. The Minister complimented the band for the rendition of the patriotic song “Hum Sarhad ke Sainani”, which he said showed the love and commitment of the ITBP jawans for their motherland. He concluded by greeting the ITBP Director General RK Pachanada for winning the trophy for ‘best marching contingent’ at this years’ Republic Day parade and lauded the contribution of ITBP Band contingent for inspiring tunes for the best show by the marching contingent on Rajpath.last_img read more

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Dawn sitting on the street to eat snacks users call for good health care

had this four kings of dawn handsome is captured the hearts of thousands of girls, and now he is a woman in the eyes of men to god. Recently, the dawn of the street to eat snacks is praised by ground gas man God, more users distressed, shouting to pay attention to the body.

[street snacks] sit dawn according to reports, the dawn will be held for 6 "dawn Leon  30th  Anniversary  Random  Love  Songs  4D  in  Live  2016" concert tickets, yesterday officially open. In the past few days in the dawn of personal social networking sites to promote and explain the arrangements. read more

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