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Flexible, Scalable & Cost-Effective Business Process Outsourcing
Drake Business Services South Africa (DBSSA) provides organizations with an agile, turnkey business process outsourcing (BPO) solution designed to increase operational capacity, enhance service quality, and reduce costs. Backed by Drake International’s global expertise and 75 years of workforce leadership, DBSSA helps organizations scale with confidence, without compromising performance.
Who we are
A Global Partner Empowering Local Excellence
Drake International operates in 15 countries and has spent more than seven decades helping organizations optimize workforce performance. DBSSA is Drake’s South Africa–based business services hub, purpose-built to deliver reliable, high-quality operational support at scale.
Operating from Cape Town, our team functions as an extension of your business, aligned to your standards, systems, and customer expectations. We deliver multilingual, cost-efficient support across customer service, technical operations, coordination, quality assurance, and leadership while maintaining the governance and consistency of a global organization.
Why Cape Town, South Africa?
A World-Class Destination for Business Process Outsourcing
Cape Town is globally recognized as one of the most competitive and mature BPO and offshore delivery locations, offering a unique combination of talent quality, cultural alignment, and cost efficiency.
Key advantages include:
50-70% lower labour costs compared to the US, UK, and Australia
24/7 operational capability across global time zones
Strong communication skills supported by a robust education system
A diverse, customer-centric talent pool with high engagement levels
A thriving BPO ecosystem trusted by leading global organizations
Our DBSSA operations are based in Century City, a secure, modern business district with excellent transport links, ensuring accessibility, safety, and scalability.
Designed to Scale Your Business
Our Flexible BPO Service Models
DBSSA offers three proven engagement models, allowing you to choose the level of support and control that best fits your growth strategy.
Staff Augmentation
Seamlessly extend your team with skilled professionals who integrate directly into your existing workflows.
Ideal for:
Filling immediate skill or capacity gaps
Accelerating delivery without long-term commitment
Benefits include:
Access to trained professionals
Rapid deployment
Full control of your tools, processes, and outcomes
Embedded BPO
We operate as an extension of your business delivering outcomes through Drake-employed teams and facilities.
Key features:
Drake as Employer of Record
24/7 operational capability across global time zones
Fully supported staff and facilities
Tailored service design and performance management
Outcome-driven partnership model
Full-Service Acquisition
A comprehensive solution for organizations ready to transition an entire function offshore.
Includes:
End-to-end staff and facility transition
High scalability at reduced cost
Operational delivery managed by Drake
Enables your team to focus on core business priorities
Our People & Capabilities
Highly Skilled Teams Dedicated to Performance
Our Cape Town team brings deep operational expertise across a wide range of customer-facing, technical, and leadership roles, including:
Client Support Specialists
Coordinators & Proctors
Quality Analysts
IT Support Specialists
Trainers & Learning Specialists
HR Business Partners
Business Analysts
Supervisors, Team Leads & Operations Managers
The DBSSA Advantage
Our people are known for:
Strong work ethic and accountability
Cultural adaptability and clear communication
Technical proficiency and process discipline
Entrepreneurial, solutions-focused thinking
Resourcefulness shaped by diverse experience
Industry Experience
Our teams support clients across multiple sectors, including:
Insurance
Telecommunications
Retail
Education
Finance
Travel
Utilities
Web Hosting
Our Facilities
Modern, Secure & Built for Scale
Located in the Apex Building, Century City, DBSSA’s workspace is designed for uninterrupted, high-performance operations.
Facility highlights:
Capacity for 90+ staff, with room to expand
Backup generators and ISP redundancy
Secure network infrastructure
45+ fully wired workstations
Dedicated training rooms, meeting spaces, and breakout areas
On-site security and environmental controls
High-Quality Service at Exceptional Value
Cost Advantages
Partnering with DBSSA can reduce staffing costs by up to 59%, depending on role type without sacrificing service quality.
Indicative hourly savings include:
Client Support: 56%
Coordinators: 59%
Supervisors: 57%
Team Leads: 56%
Quality Analysts: 56%
This cost efficiency allows organizations to scale sustainably while maintaining the service standards Drake is known worldwide.
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