CallForce
CallForce is a South African-headquartered BPO and BFO provider delivering AI-powered omnichannel customer engagement to enterprise and mid-market clients across the UK, USA, Europe, Asia and Australia, with a flagship OnviForce joint venture with OnviSource for AI-native outcome-based outsourcing.
- Company typePrivate
- Founded1998
- HeadquartersJohannesburg, South Africa
- Headcount1,001–5,000
- GTM typeB2B
- OfferingServices
What CallForce does
CallForce (legal entity CallForce Direct (Pty) Ltd) is a South African-headquartered, founder-led business process outsourcing (BPO) and business function outsourcing (BFO) provider, founded in 1998 and operating from three South African delivery sites in Johannesburg, Cape Town and Durban. The company delivers AI-powered, omnichannel customer engagement services to enterprise and mid-market clients primarily in the UK, USA, Europe, Asia and Australia, across at least seven industry verticals: telecommunications, financial services, eCommerce, EdTech, logistics, energy and (as of February 2026) US healthcare following HIPAA certification. Service lines span inbound and outbound contact centre operations, sales and customer acquisition, back-office functions, technical help desk, billing and collections, order management, social media response handling, and chat/virtual assistant support.
The core technology platform is the OnviForce BFO offering, a joint venture with US-based OnviSource (announced May 2026) that embeds OnviSource's OmVista Agentic AI ecosystem natively at the core of operations, with AI delivered as autonomous virtual teammates that drive real-time workflow and performance optimisation. CallForce also runs traditional data and analytics infrastructure on Snowflake, SQL, Power BI and SAP for reporting, dialler administration, and order processing.
CallForce monetises through a mix of outcome-based BFO contracts (priced on measurable business outcomes such as resolution time, CSAT/NPS and cost-to-serve, typically on multi-year terms) and managed services for contact centre operations. Go-to-market is sales-led and enterprise-focused, supported by a Global Business Development Executive for international markets, advisory relationships with McKinsey and EY, WEConnect International corporate buyer access, and leadership positions in industry bodies such as BPESA, IAOP, AusContact, ISG, CCMG and GSA. The company is B-BBEE Level 1 certified, a registered Financial Services Provider (FSP #49936), and WEConnect International-certified as a women's business enterprise.
CallForce firmographics
Firmographics- Name
- CallForce
- Legal name
- CallForce Direct (Pty) Ltd
- Website
- https://callforceoutsourcing.com
- Company type
- Private
- Founded year
- 1998
- Operating status
- Operating
- Headcount range
- 1,001–5,000 employees
- Short description
- CallForce is a South African-headquartered BPO and BFO provider delivering AI-powered omnichannel customer engagement to enterprise and mid-market clients across the UK, USA, Europe, Asia and Australia, with a flagship OnviForce joint venture with OnviSource for AI-native outcome-based outsourcing.
- Ownership category
- akta.pro rank
CallForce industry classification
Industry- Product category
- Business Process Outsourcing Services
- NAICS
- Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)
- SIC
- Services-Help Supply Services (7363), Services-Facilities Support Management Services (8744)
- akta.pro primary industry
- General Customer Service & Contact Center Operations (BPAAAAAA)
- akta.pro secondary industries
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), Service Desk & ITSM Outsourcing (BPAEAMAF), IT Service Desk & End-User Support (L1/L2) (BPAAACAA)
Keywords
Where CallForce is headquartered
LocationHeadquarters
- HQ city
- Johannesburg
- HQ country
- South Africa
- HQ region
- Africa
Offices6 records
Markets served
CallForce business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales
Revenue model
- Business Function Outsourcing (BFO): Outcome-based BFO model where CallForce delivers measurable business outcomes, not just operational execution. Clients pay for outcomes achieved (e.g., improved agent performance, customer satisfaction, operational efficiency) rather than headcount or volume metrics.
- BPO Services - Contact Centre Solutions: Customised contact centre and BPO solutions including inbound/outbound services, omnichannel support, back-office functions, technical help desk, billing & collections, and sales & customer acquisition.
- Digital Transformation Services: Digital transformation BPO combining AI technology, human expertise and intelligent automation to deliver measurable outcomes for clients.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Outcome Based/ Performance | Multi-year contract | Outcome-based BFO pricing |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels6 records
CallForce product offering
Product offeringCore offering
CallForce delivers AI-powered Business Function Outsourcing (BFO) and omnichannel customer engagement services from three South African delivery centers (Johannesburg, Cape Town, Durban) to enterprise clients in the UK, USA, Europe, Australia and other international markets. The core offering combines human expertise with its proprietary OnviForce AI-native platform (joint venture with OnviSource, powered by the OmVista Agentic AI ecosystem) to deliver outcome-based outsourcing measured by business outcomes rather than headcount or volume. Services span inbound/outbound contact center operations, sales and customer acquisition, technical help desk, billing and collections, back-office functions, and industry-verticalized solutions for telecommunications, financial services, eCommerce, EdTech, logistics, energy and healthcare.
Product overview
CallForce is a Digital Transformation BPO — an award-winning provider of AI-powered, omni-channel customer engagement solutions delivered from South Africa to global markets including the UK, USA, Europe and Australia. The core offering spans two layers: (1) OnviForce™ — an AI-Native Business Function Outsourcing (BFO) joint venture with OnviSource, powered by the OmVista™ Platform's Agentic AI — which delivers measurable business outcomes with AI embedded natively at the core of operations; and (2) a comprehensive suite of BPO services including omni-channel customer engagement (voice, chat, email, social media), inbound/outbound contact centre services, sales and customer acquisition, social media response handling, back-office functions, technical help desk, chat support and virtual assistants, order management, and billing and collections. These services are offered both as generalist solutions and as industry-specialised verticals for telecommunications, financial services, eCommerce, EdTech, logistics and energy sectors.
Differentiator
Problem solved
Functional benefit
Brands
- OnviForce: AI-Native Business Function Outsourcing (BFO) joint venture with OnviSource, delivering outcome-based outsourcing powered by OmVista platform. Serves clients across South Africa and global markets including telecommunications, banking, edtech, ecommerce, logistics, energy, and healthcare.
Products and services
- OnviForce AI-Native Business Function Outsourcing (BFO) joint venture with OnviSource, delivering outcome-driven outsourcing where artificial intelligence is embedded natively at the core of operations. Measures success by business outcomes (faster resolution, CSAT/NPS, cost-to-serve) rather than labour or volume, enabling enterprise clients to outsource entire business functions.
- Omnichannel Customer Engagement Solutions AI-powered, omni-channel customer engagement solutions spanning voice, chat, email, social media and digital channels. Delivered by culturally aligned, skilled agents supported by smart technology platforms and innovative processes designed to exceed KPIs, manage complex omnichannel client conversations and deliver exceptional customer brand experiences.
- Inbound and Outbound Contact Centre Services Core BPO service delivering inbound and outbound contact centre operations including customer acquisition, retention, first call resolution, billing and collections, technical help desk, and emergency hotline and dispatching services across multiple industry sectors.
- Telco Outsourcing Solutions Industry-specific BPO solutions for the telecommunications sector addressing increased demand for customer-centric solutions, including customer acquisition, retention, billing and technical support for telco providers.
- Financial Services Outsourcing Solutions BPO solutions for banking and insurance sectors providing convenient, secure, personalised customer experiences with deep domain knowledge in financial services compliance and regulatory requirements. Backed by FSP #49936 registration.
- eCommerce Outsourcing Solutions Outsourcing support closing the customer loop with increased demand for convenient, efficient service in eCommerce operations, including order management, returns processing and customer support.
- EdTech Outsourcing Solutions BPO solutions for the education technology sector supporting growth and optimising student experience through customer engagement and support services.
- Logistics Outsourcing Solutions Scalable, flexible, custom BPO solutions for the logistics industry supporting high growth volumes in B2C and B2B markets, including inbound/outbound customer service, tracking and tracing, invoice management, and supply chain support. Achieves up to 40% cost efficiencies.
- Energy Outsourcing Solutions BPO solutions for the energy sector providing responsive, high-quality customer sales acquisition and exceptional service delivery that builds customer loyalty and retention, delivering up to 40% cost savings across customer support, sales acquisition, billing, emergency services and technical help desk.
Quantifiable outcome
- 40% cost savings in Energy and Logistics sectors
- +4 more outcomes
Companies that use CallForce
Customer profileNamed customers4 records
Segments7 records
Ideal customer profiles6 records
CallForce technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration4 records
AI capability4 records
Feature4 records
CallForce partnerships and signals
Strategic signalPartnerships
Twelve partnerships are on record, tiered flagship, core and minor.
- OnviSource, Inc.flagshipStrategic AI partner and U.S.-based leader in AI-native analytics and intelligent automation. CallForce and OnviSource launched OnviForce, a joint venture delivering AI-Native Business Function Outsourcing (BFO). OnviSource provides the OmVista Platform - an Agentic AI ecosystem - while CallForce provides South African operations, talent, and market access. The joint venture embeds AI natively at the core of outsourcing operations.
- McKinsey & CompanycoreStrategic partnership providing consulting and advisory services. McKinsey relationship helps ensure operations are competitive, result-driven, outcomes focused and cost efficient.
- EY (Ernst & Young)coreStrategic partnership providing consulting, assurance, tax and transaction services. CEO Candice Roberts was EY Entrepreneur finalist in 2017. EY relationship helps solve client challenges and build better working world.
- WEConnect InternationalcoreCertified women's business enterprise providing access to over 150+ member buyer organisations including EY, Johnson & Johnson, IBM and Facebook who look to connect and partner with women-led organisations.
- YES South Africa (Youth Employment Service)corePartnership to equip and support South African youth in creating valuable work experience and positive future opportunities. Supports CallForce's vision to create 500,000 career opportunities for youth by 2030.
- EndeavorcoreGlobal entrepreneurship organization. CEO Candice Roberts sits on Endeavor South Africa board. CallForce recognised as having high potential for growth and job creation in developing country.
- BPESA (Business Process Enabling South Africa)coreNot-for-profit industry body and trade association for Global Business Services in South Africa. CEO Candice Roberts sits on BPESA industry Exco committee. Provides access to GBS sector trends, thought leadership and industry networks.
- IAOP (International Association of Outsourcing Professionals)minorGlobal association connecting buyers, providers and advisors to resources they need to be successful. Membership provides industry recognition and network access.
- AusContact AssociationminorUnited voice for contact centre industry in Australia, connecting people, industries and organisations locally and globally to deliver excellence in customer contact experience.
- ISG (Information Services Group)minorLeading global technology research and advisory firm committed to helping organisations achieve operational excellence and faster growth.
- CCMG (Contact Centre Management Group)minorBody of like-minded professionals and organisations committed to developing Contact Centre services in South Africa. Global Outsourcing Director Roshan Sookdeo serves as CCMG board member.
- GSA (Global Sourcing Association)minorIndustry association for global sourcing providing networking and recognition opportunities in outsourcing sector.
Scale indicators6 records
Recent moves7 records
Expansion highlights6 records
CallForce competitors and assessment
Company assessmentDirect peers
- WNS (WNS Holdings): Global business process management company serving banking, insurance, healthcare and telco with analytics-driven CX and back-office operations. Comparable to CallForce in verticalized BPO delivery and outcome-based commercial models.
- Teleperformance: World's largest customer experience management and contact-center outsourcing company, operating across voice, chat and digital channels globally. Closely comparable to CallForce in core BPO/contact-center services and outcome-based CX delivery, but at vastly greater scale.
- TTEC (ttec.com): Global CX technology and services company combining AI/human-assisted contact-center delivery with proprietary CX platforms. Direct peer to CallForce in enterprise customer engagement and BPO across regulated and digital-first verticals.
- Foundever (formerly Sitel Group): Global CX and customer management outsourcing provider with deep telco, financial services and digital-care capabilities. Direct competitor to CallForce in customer acquisition, technical support and back-office BPO across international markets.
- Telus International (now TELUS Digital): Digital customer experience and IT services provider with offshore delivery centers serving telco, financial services and tech clients. Direct competitor to CallForce in omnichannel support and AI-enabled CX delivery.
- Concentrix: Global customer experience solutions and BPO provider serving enterprise clients in telco, financial services, healthcare and tech. Directly competes with CallForce in omnichannel contact-center delivery with significant EMEA and offshore delivery capacity.
- Sutherland Global: Digital-first BPO and CX transformation provider operating multi-shore delivery for telco, financial services and healthcare. Comparable to CallForce in outcome-based services and AI-augmented contact-center operations.
- Majorel (now Concentrix + Majorel): International CX and BPO provider with strong EMEA and African delivery footprint, including South Africa. Direct competitor to CallForce in voice and digital customer experience for European and African enterprise clients.
Broad incumbents
- Capita: Large UK-headquartered professional services and outsourcing group with significant customer management and government services exposure. Overlaps with CallForce in UK BPO market but operates across many additional non-CX services.
- Cognizant: Global IT and BPO services giant serving communications, media, financial services and healthcare. Adjacent to CallForce's regulated vertical BPO business via shared enterprise clients, though Cognizant's primary footprint is digital/IT services rather than pure contact-center delivery.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
CallForce social profiles
Digital presenceCallForce compliance and trust
Trust signalCompliance5 records
CallForce financial estimates
Financial estimateRevenue estimate
Valuation estimate
CallForce leadership team
Management profileNumber of profiles
Profiles3 records
CallForce subsidiaries and ownership
Company hierarchySubsidiaries1 record
CallForce funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
CallForce M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about CallForce
What does CallForce do?
CallForce delivers AI-powered Business Function Outsourcing (BFO) and omnichannel customer engagement services from three South African delivery centers (Johannesburg, Cape Town, Durban) to enterprise clients in the UK, USA, Europe, Australia and other international markets. The core offering combines human expertise with its proprietary OnviForce AI-native platform (joint venture with OnviSource, powered by the OmVista Agentic AI ecosystem) to deliver outcome-based outsourcing measured by business outcomes rather than headcount or volume. Services span inbound/outbound contact center operations, sales and customer acquisition, technical help desk, billing and collections, back-office functions, and industry-verticalized solutions for telecommunications, financial services, eCommerce, EdTech, logistics, energy and healthcare.
Is CallForce a public or private company?
CallForce is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was CallForce founded?
CallForce was founded in 1998. It employs 1,001 to 5,000 people.
Where is CallForce based?
CallForce is headquartered in Johannesburg, South Africa, in the Africa region.
How does CallForce make money?
Three revenue lines are on record. Business Function Outsourcing (BFO) is the primary driver. The others are BPO Services - Contact Centre Solutions and digital Transformation Services.
Who are CallForce's main competitors?
Direct peers on record are WNS (WNS Holdings), Teleperformance, TTEC (ttec.com), Foundever (formerly Sitel Group), Telus International (now TELUS Digital), Concentrix, Sutherland Global and Majorel (now Concentrix + Majorel). Broad incumbents are Capita and Cognizant.
Does CallForce have an API?
No public API is recorded for CallForce.
What industry is CallForce in?
CallForce's product category is Business Process Outsourcing Services. Its primary akta.pro industry code is BPAAAAAA, General Customer Service & Contact Center Operations, with a secondary code of HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation). Its NAICS code is 56142 and its SIC code is 7363.