Old Mutual Contact Centre Reviews South Africa 2026Employee Ratings & Honest Insider Opinions

Old Mutual Contact Centre gives first-time job seekers a proper starting point in the BPO world, with paid training and a recognisable name on your CV. New starters begin with four to six weeks of classroom training that covers the products, systems and compliance rules before moving to live calls with a coach listening in. The programme is structured, so you are not thrown straight into the deep end, but you do need to pass assessments on financial products and call handling to move forward. Most entry-level roles involve taking inbound calls from existing customers about policies, claims or account queries. Shifts run across the day and sometimes evenings, and you will be measured on call quality, handling time and customer satisfaction scores. The work is repetitive, but the systems are modern and team leaders are usually available when you get stuck. Pay starts around R8,000–R12,000 in the first months and can rise to R15,000–R21,000 once you hit performance targets and gain experience. From here you can move into team leader or quality coach roles inside the centre, or use the experience to apply for financial advisory positions if you complete the FAIS regulatory exams. The customer service and compliance skills also transfer to other insurers and banks. This is a solid choice if you have Matric, live in Cape Town near Pinelands, and want a large company with clear processes rather than a small start-up. It suits people who learn best with structure and are willing to work shifts while they build experience.

— ShiftMate Editorial · Old Mutual Contact Centre worker

Old Mutual’s contact centre operations in South Africa receive a middling reputation among employees. Glassdoor data shows an overall company score of 3.6 out of 5 from 1,150 ratings, with just 63% of staff willing to recommend the employer to a friend. For BPO and contact centre roles specifically, the picture is one of steady but uninspiring work: decent entry-level stability in the insurance sector, offset by the usual call-centre grind of targets, shifts and variable management quality. Employees who speak positively often point to the structured onboarding and product training. New agents receive several weeks of classroom and system training before taking live calls, which helps those without prior insurance experience feel prepared. Some reviews note that the broader company culture feels professional compared with smaller outbound BPO operations, and that Old Mutual’s brand carries weight on a CV when moving to other financial-services employers. Pay is described as average to slightly above average for contact-centre work in major centres such as Cape Town and Johannesburg, with the added benefit of medical-aid contributions and pension contributions that smaller BPOs sometimes lack. The negatives appear more consistently. Management is a frequent complaint, with agents reporting inconsistent feedback, sudden target changes and limited support during difficult calls. Call-volume pressure and strict adherence metrics are cited repeatedly as sources of stress, especially during peak periods. Shift patterns, including evenings and weekends, clash with public transport schedules and load-shedding, leaving some staff struggling to get home safely or complete shifts when systems go down. Several reviews mention that bonuses tied to quality scores are difficult to achieve consistently, reducing take-home pay below initial expectations. Pay for contact-centre roles typically starts in the R12,000–R16,000 range before deductions, according to aggregated employee reports, though exact figures vary by site and experience. Benefits include medical aid and retirement contributions, yet many staff feel the total package does not compensate for the intensity of the work. Career growth inside the contact centre is limited; internal moves to team-leader or quality-assurance positions do occur but are competitive and often slow. Most agents who advance do so by leaving for other insurers or moving into back-office roles after 18–24 months. Bottom line: apply if you want stable insurance-sector experience, structured training and benefits that many smaller BPOs do not offer, and you can tolerate metric-driven pressure. Look elsewhere if you need predictable shifts, responsive management or faster progression.