South Africa’s global business services (GBS) sector continues to demonstrate robust growth, having generated 8,180 net new international positions between April and June 2025. This expansion has also injected $131 million, equivalent to R2.3 billion, into the nation’s export revenue during the same timeframe. According to ITWeb, these figures stem from the quarterly GBS Sector Job Creation Report compiled by the non-profit organisation Business Process Enabling South Africa (BPESA), which was unveiled in anticipation of the GBS and BPO Investor Conference held in Durban.
The report examines the initial quarter of the 2025/2026 financial year, encompassing April to June, and assesses developments in international employment and export-oriented services. It delves into expansion across various provinces, industry sectors, youth involvement, inclusive recruitment practices, and primary global markets sourcing from South Africa. As detailed by BPESA, the sector has been recognised as a pivotal driver for economic advancement, particularly in fostering opportunities for young people and women, a designation it received several years ago when it was still categorised under business process outsourcing.
Youth employment remains a cornerstone of this progress, with individuals aged 18 to 34 comprising 90% of the new hires, totalling 7,366 workers. The Western Cape province led the way, contributing 3,709 of these youth positions, which represents half of the total. KwaZulu-Natal followed with 29.8%, or 2,192 roles, while the Eastern Cape and Gauteng accounted for 11% (810) and 8.5% (655) respectively. According to Engineering News, this emphasis on youth aligns with broader governmental efforts to tackle unemployment, which stands at alarmingly high levels in the country.
Provincially, the Western Cape secured the largest share of overall new jobs at 4,119, equating to 50.35% of the total. KwaZulu-Natal maintained its upward trajectory with 2,434 positions, or 29.76%, underscoring its increasing prominence in global service delivery. The Eastern Cape marked a historic achievement by adding 900 jobs, representing 11% and its highest quarterly figure to date, as reported by BPESA. Gauteng contributed a steady 727 roles, making up 8.89%. These regional variations highlight the sector’s widespread impact across South Africa.
A significant portion of the roles, specifically 71%, involved frontline, voice-oriented contact centre functions, primarily supporting industries such as utilities and energy at 26.86%, insurance at 22.75%, and retail along with e-commerce at 20.61%. As noted by ITWeb, this composition reflects the sector’s core strengths in customer-facing operations that can be efficiently outsourced.
In terms of international clientele, the United States and the United Kingdom dominate as South Africa’s principal markets, collectively driving 76.5% of the new positions. Other nations, including Canada, China, Japan, and the United Arab Emirates, contributed 11.35% together, with Australia at 6.56% and Europe at 5.41%. Over the longer period from March 2019 to June 2025, the UK has serviced 49.1% of globally oriented workers, followed by the US at 34%, Australia at 6.9%, other countries at 3.9%, African nations at 3.6%, and Europe at 2.5%, according to BPESA.
The sector’s leadership has commended the collective efforts of participants for their ongoing role in bolstering national economic development and youth integration into the workforce, portraying GBS as a notable South African accomplishment. As reported by IOL, the government has ambitious plans to scale this further, aiming to establish 500,000 cumulative international servicing jobs by 2030 under the GBS Masterplan initiated in 2022. This target seeks to mitigate a segment of the country’s unemployment crisis, though it is acknowledged that even full realisation would address only about 10% of the overall challenge.
Government strategies include hosting events like the BPESA conference in Durban from 3 to 5 November 2025, which facilitates investor engagement, knowledge exchange on international best practices, and insights into emerging trends. Deputy Minister of Trade, Industry and Competition Zuko Godlimpi has highlighted the importance of such gatherings in attracting foreign investment and encouraging local innovation, suggesting expansions to high-unemployment metropolitan areas to raise awareness among graduates and youth about entrepreneurial prospects in GBS. As explained by IOL, GBS encompasses a wide array of IT-enabled services amenable to outsourcing, ranging from finance and accounting to legal processes, human resources, IT support, and data analytics, extending well beyond traditional contact centres.
The sector’s resilience is further evidenced in reports like the BPESA/Everest Value Proposition for 2025, which underscores sustained growth and adaptability. According to PublicNow, the government’s prioritisation since 2007 has successfully drawn global interest, positioning South Africa as a competitive destination for offshored services. Challenges persist, including the need to align with evolving global demands and enhance graduate absorption rates, but the momentum suggests continued positive contributions to economic vitality and social inclusion.