Why CXG: South Africa's Award-Winning Digital CX Partner

Overview

South Africa has earned its place as one of the world's leading CX delivery destinations, with higher customer satisfaction than comparable offshore locations at up to 60% lower cost than onshore delivery. (We set out the full case in South Africa: The Premier CX Delivery Destination.)

But a destination is only as strong as the operator you choose within it. At the CapeBPO Awards 2026, CXG's Cape Town operation, part of Digital Solutions Group (DSG), was named Top BPO Operator in the Small Operator category, delivering for brands including MultiChoice Canal+, Spur, Lula and fibertime™. The judges assessed performance, people, quality, workforce management, security, resilience and digital transformation. This article explains what they saw, and why it matters to brands choosing a CX partner.

1. Digital First, With AI Included

Over the past several years we have moved from a traditional contact centre model to an integrated, AI-supported omnichannel operation. Every major channel runs through one platform, QContact, our own unified communications platform: voice, email, WhatsApp, Messenger, Instagram, TikTok, Facebook, Google Reviews, live chat, USSD, SMS and bots, in 35 languages.

• AI Agent Assist guides frontline teams during live interactions
• Auto QA reviews 100% of interactions for accuracy and compliance, not a small sample
• Live sentiment and CSAT tracking replace a delayed monthly view
• Integrations with Salesforce, SAP, ServiceNow, Dynamics, Shopify and WooCommerce give agents one real-time view of the customer

Power BI, fed by the same platform, turns every interaction into insight: friction points, bot performance and customer drop-off, so decisions are made on evidence rather than instinct. All of this is governed by a Responsible AI usage policy, agreed with each client, so there is clear consent on how AI is used.

2. Performance You Can Measure

Our EEQL&EX framework separates Efficiency, Effectiveness, Quality, Learning and Employee Experience into distinct, measurable disciplines. Quality is scored by an independent external QA provider, so our own teams focus on calibration and coaching rather than marking their own work.

Across our active client portfolio we sustain QA and CSAT above 90%, first contact resolution above 95% and 95% turnaround time compliance, tracked monthly against each client's contracted targets.

That discipline shows in long-term outcomes: over R2 billion in revenue delivered for Nando's, more than one million customers supported for Vuma, and 83× growth for fibertime in 24 months.

3. People Who Are Built, Not Just Hired

We believe CX outcomes start with employee experience. Every new starter joins our ELEVATE or LEARN2EARN Academy, run with the BPO Skills Academy and the Maharishi Institute, before their first day. More than 350 young South Africans have entered the academy and over 100 have been placed as service agents.

Training follows the ADDIE model and is built in-house around our clients' brands and processes. Team leaders coach one-on-one as part of their own KPIs, and engagement is measured through regular anonymous pulse surveys reported alongside our client metrics.

The result is stability clients can feel: 7% annualised attrition, in an industry where far higher churn is the norm. Stable teams mean faster time to competence, fewer handovers and more consistent customer experiences.

"Customer experience is one of our major KPIs. We have hit record high customer satisfaction ratings, with the live chat team achieving CSAT of 91% against a target of 86%. The service provided by CXG played a critical role in achieving these results."
- Collen Nukeri, Senior Manager Customer Care, MultiChoice

4. Secure and Resilient by Design

Our security posture is aligned to the NIST Cybersecurity Framework and POPIA, monitored around the clock by our own Security and Network Operations Centre, and we have formally begun our ISO 27001 certification journey.

We operate four sites across Cape Town and Johannesburg, with backup power, multiple fibre and radio links, and cloud platforms running across multiple availability zones. Typical failover takes around five minutes, and up to 60% of our workforce can move to secure remote work within hours.

5. Independently Recognised

The Top BPO Operator award sits alongside our accreditation by GBPO Solutions and our membership of CapeBPO and BPESA. Together they give clients independent assurance of how we operate, before a contract is signed rather than after.

The Bottom Line

South Africa offers the talent, the time zone and the cost advantage. CXG turns that into measurable customer outcomes: AI-enabled, independently measured, secure and resilient, and delivered by people we have invested in. That is why we were named Top BPO Operator, and why more than 100 brands trust us with their customers.