KwaZulu-Natal’s Growing Global Business Services Presence
KwaZulu-Natal is strengthening its position as one of Africa’s premier Global Business Services hubs while creating substantial opportunities for youth employment, according to industry reports. The province is positioning itself as a model for inclusive growth, digital innovation, and global competitiveness in the business services sector.
Sources indicate that 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. This development comes amid broader economic concerns globally, making the province’s growth particularly noteworthy.
Addressing Youth Unemployment Through Sector Growth
The GBS sector is reportedly playing a crucial role in addressing South Africa’s youth unemployment crisis. Analysis shows that in 2024, the sector created over 20,000 new jobs nationwide, with KwaZulu-Natal alone recording approximately 6,000 new positions. According to the report, youth jobs accounted for about 89.25% of new hires for the year.
“As South Africa grapples with a youth unemployment crisis, the GBS sector is playing a pivotal role in shaping a more inclusive economic future,” said Reshni Singh, CEO at Business Process Enabling South Africa (BPESA), the official trade body for South Africa’s GBS sector.
Digital Skills Development Initiatives
Through programs such as Innovate Durban, which runs Youth Innovation Challenges and digital skills bootcamps, the province is equipping young people with skills in IT, coding, and problem-solving. These initiatives represent significant market trends toward digital workforce development.
“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,” said Russell Curtis of Invest Durban.
Competitive Advantages in Global Services
KwaZulu-Natal reportedly hosts 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 centers maintain ISO-certified security and quality management processes.
Analysts suggest that service agents from the region demonstrate natural empathy and strong relational skills along with a neutral English accent, ideal attributes for delivering high-quality communication and customer interactions. These capabilities align with broader technology innovations transforming business operations worldwide.
Global Delivery Capabilities and Cost Advantages
KwaZulu-Natal hosts multichannel, multilingual global delivery centers operating 24/7/365, servicing markets across the United Kingdom, the United States and Australia. Reports indicate that labor and operational costs are 65-70% lower than source geographies such as Manchester, Dallas and Sydney, delivering significant cost savings without compromising service quality.
Digital Transformation and Analytics Expansion
The province is rapidly expanding its capabilities in artificial intelligence (AI), robotics, machine learning (ML), and real-time analytics. It has proven expertise in behavioral analytics, effectively tracking customer touchpoints and interactions, while its technology-enabled contact center services include instant messaging and web chat.
These advancements in South Africa’s business services sector demonstrate how Durban and surrounding areas are keeping pace with global digital transformation while creating local employment opportunities.
Upcoming Industry Conference
“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,” said Singh.
The 2025 BPESA GBS and BPO Conference has the support of Platinum Sponsor Rand Mutual Assurance (RMA), a trusted provider of workers’ compensation and occupational injury insurance. Diamond Sponsor Krisp, a pioneering AI voice technology company, provides solutions that remove background noise and improve communication clarity – essential tools for high-performance contact centers.
With a strong focus on digital transformation, inclusive growth, and workforce development, this flagship event will see local and international delegates and thought leaders gather for strategic dialogue about industry excellence and partnership-building, helping to shape the next phase of South Africa’s GBS and BPO sector’s evolution.
“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,” said Sihle Ngcamu, CEO of Trade & Investment KwaZulu-Natal.
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