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A call centre quote in South Africa can mean one of two things: Contact Centre as a Service (CCaaS) software you operate with your own agents, or a fully outsourced BPO service where an external partner handles the agents, premises and technology on your behalf. A complete quote should make it clear which one is on offer, the per-seat monthly cost, what is bundled in (IVR, call recording, dialer, WhatsApp, email, analytics) and the contract term.
For CCaaS platforms, look out for once-off setup fees, agent training costs and any usage-based charges for outbound minutes or SMS. For outsourced BPO services, pricing is usually per-agent-per-hour with separate setup and campaign-management fees, and the proposal should include SLAs on answer rate, handle time and first-call resolution.
For a full overview of call centre technology options and how to choose between CCaaS and outsourced models, read our call centre guide.
CCaaS pricing in South Africa typically ranges from R499 to R1,800 per agent seat per month depending on the feature tier. Entry-level packages cover basic inbound and outbound calling with call recording; premium tiers add predictive dialers, omnichannel (WhatsApp, email, chat), workforce management and advanced analytics.
CCaaS (Contact Centre as a Service) is software you run with your own agents, paid per seat per month. An outsourced call centre (BPO) is a fully managed service where an external partner supplies the agents, technology and premises, usually priced per agent per hour. CCaaS gives you full control; BPO removes the operational burden entirely.
Yes. Most modern CCaaS platforms in South Africa support predictive, progressive and preview dialers for outbound campaigns, as well as WhatsApp Business, email and web chat channels out of the box. Mention the specific channels you need in the requirements field.
Cloud CCaaS platforms can typically be provisioned in 5 to 15 business days, including agent training. Outsourced BPO services take longer to ramp up because agents need to be recruited and trained on your scripts and processes — usually 3 to 6 weeks for a small pilot and longer for larger deployments.
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