KWAZULU-Natal is entrenching its reputation as one of Africa’s leading Global Business Services (GBS) hubs and a model for inclusive growth, digital innovation, and global competitiveness.
Between 25 and 30% of South Africa’s global services workforce is concentrated in Durban, making it the country’s second largest global services hub by headcount, with Cape Town occupying prime position.
“As South Africa grapples with a youth unemployment crisis, the GBS sector is playing a pivotal role in shaping a more inclusive economic future. In 2024, the sector created over 20,000 new jobs, with KwaZulu-Natal alone recording just over 6,000 new jobs for the year. On average, youth jobs accounted for about 89,25% of new hires for the year, demonstrating the attractiveness of this growth sector for its youth job creation potential,” says Reshni Singh, CEO at Business Process Enabling South Africa (BPESA), the official trade body for South Africa’s GBS sector.
“Through initiatives such as Innovate Durban, which runs Youth Innovation Challenges and digital skills bootcamps to upskill youth in areas such as IT, coding, and problem-solving strategic talent development, the province is equipping a new generation for the digital economy,” says Russell Curtis of Invest Durban.
Experience
KwaZulu-Natal (KZN) is home to exceptional B2C and B2B outbound sales talent serving the global business services market.
The province offers tailored, intelligence-driven customer experience and lifecycle management expertise that ensures high-quality service delivery. Many delivery centres maintain ISO-certified security and quality management processes, reinforcing their commitment to excellence.
“In addition, our service agents demonstrate natural empathy and strong relational skills along with a neutral English accent, all of which are ideal attributes for delivering high-quality communication and customer interactions,” says Curtis.
KZN hosts multichannel, multilingual global delivery centres operating 24/7/365, servicing markets across the United Kingdom, the United States and Australia. “Critically, labour and operational costs are 65-70% lower than source geographies such as Manchester, Dallas and Sydney, delivering significant cost savings without compromising service quality,” he adds.
Digital capabilities
The province is rapidly expanding its capabilities in artificial intelligence (AI), robotics, machine learning (ML), and real-time analytics. It has proven expertise in behavioural analytics, effectively tracking customer touchpoints and interactions, while its technology-enabled contact centre services include instant messaging and web chat, ensuring seamless and responsive customer engagement across digital platforms.
Powerful GBS sector
“South Africa ranks as the world›s third most attractive offshoring destination. KwaZulu-Natal›s GBS sector demonstrates that we can compete globally while creating meaningful opportunities at home. This makes it an ideal location for the upcoming BPESA GBS and BPO Conference, taking place in Durban from 3–5 November 2025,” says Singh.
“KwaZulu-Natal is well positioned to be a premier Global Business Services hub, driving inclusive growth and digital innovation. We are committed to supporting initiatives that promote youth employment, skills development and digital transformation. We believe that the upcoming BPESA GBS and BPO Conference will be a game-changer for the province, showcasing our capabilities and attracting new investments.
We look forward to collaborating with industry leaders and stakeholders to shape the future of the GBS sector in our province,” says Sihle Ngcamu: CEO Trade & Investment KwaZulu-Natal.
