The frontline of customer service — handling inbound calls, resolving queries, and meeting performance targets. South Africa's BPO sector employs over 270,000 people, and call centre agent is the most common entry point. In Cape Town the campaigns range from local banking and telco support to UK and Australian customer service run overnight.
A day on the floor
- Answer 60–80 calls per shift
- Resolve customer queries on first call
- Log interactions in CRM system
- Meet AHT and CSAT targets
- Escalate complex issues to team leaders
Types of call centre work in Cape Town
Call Centre Agent
R5,500–R8,000/month
Outbound Sales Agent
R5,000–R7,000/month + commission
Collections Agent
R6,000–R9,000/month
Team Leader
R14,000–R18,000/month
Quality Assurance Analyst
R10,000–R14,000/month
Workforce Management Analyst
R12,000–R18,000/month
Chat Support Agent
R6,000–R9,000/month
Technical Support Agent
R7,000–R11,000/month
Where it leads
- Call Centre Agent · about 0–12 months · R5,500–R8,000
- Senior Agent / Subject Matter Expert · about 1–2 years · R9,000–R13,000
- Team Leader · about 2–4 years · R14,000–R22,000
- Operations Manager · about 4–7 years · R25,000–R45,000