Carenet Health and Response Expand South Africa Operations With New Durban Facility 

Durban, South Africa, Aug. 27, 2026 – Carenet Health and Response will mark the grand opening of another world-class business process outsourcing (BPO) and consumer engagement facility in Durban with a private ribbon-cutting celebration on Sept. 2. 

The facility expands Response’s operations in the Umhlanga Ridge precinct, adding infrastructure purpose-built for complex healthcare engagement and other client programs. It represents Carenet’s continued investment in South Africa as a strategic global delivery market with experienced talent, mature business services capabilities, and strong alignment with the needs of U.S. healthcare organizations. 

Response became part of Carenet Health in April 2026, bringing together Response’s established South African operations with Carenet’s healthcare expertise, clinical capabilities, technology, and broader global delivery network. The combination gives payer, provider, and healthcare services clients expanded capacity, pricing flexibility, and 24/7 service options. 

“The new office is specifically designed for the complex, high-quality client programs we deliver and will take our recruitment, training, and development departments to the next level,” said Darryl Foley, Vice President and Head of South Africa. “It also gives our people modern spaces to learn, collaborate, and build meaningful careers. We are proud to keep investing in Durban and the talent that has made Response successful.” 

Built for complex business operations 

The new location has approximately 12k square meters (129k square feet) of space across five levels. It can comfortably accommodate approximately 2,400 employees in dedicated contact center, training, and office environments. Facility features include: 

• A dedicated recruitment hub and interview space separate from the production floors  

• Fifteen AI talent scouting stations, allowing up to 45 assessments per hour 

• Multiple training rooms for a variety of group sizes from 5 to 150 

• A 24/7 food court and convenience store for all employees 

• Multi-story parking across three levels, and convenient access to public transportation 

• A panoramic view of Umhlanga and beyond from the rooftop terrace spanning 3,100 square meters (33k square feet) 

• 50+ meeting rooms and managerial offices  

• An executive level boardroom that overlooks the surrounding area  

The facility was designed to support programs involving protected health information and other complex patient and member interactions, with HIPAA, PCI DSS, and SOC 2 requirements in mind. Secure operating zones and dedicated training and quality assurance spaces allow areas to be configured for the needs of individual client programs. 

Omnichannel engagement services expertly delivered in South Africa on behalf of clients include:

South Africa’s growing role in global business services 

South Africa offers a combination of native English proficiency, service-oriented and healthcare-fluent talent, and time-zone coverage for western countries. 

The international global business services sector here added more than 26,000 jobs in 2025, according to BPESA data. What’s even more important is that approximately 90% of those jobs went to young people, helping to reverse South Africa’s severe youth unemployment trend. The workforce is known for its dedication, professionalism, and empathy – leading to measurably improved customer experience quality and retention for clients. 

KwaZulu-Natal accounted for nearly 30% of new South African global business services jobs last quarter. Umhlanga Ridge has become a significant concentration of contact center operations within the province, supported by commercial infrastructure, fiber connectivity, transportation access, and proximity to King Shaka International Airport. 

Carenet’s concentrated presence in Durban 

Response’s Durban operations are concentrated in this Umhlanga Ridge precinct, allowing the company to draw from a shared talent market while maintaining common leadership, training, operational, and cultural practices across its two locations.  

For Carenet and Response clients, the region provides an outstanding, cost-effective option within a global operating model that also spans the U.S., Latin America, the Caribbean, and the Philippines. The company refers to this geographic flexibility as quality-first “right-shoring:” matching each program with the talent, infrastructure, clinical support, and operating environment best suited to its requirements. 

The new facility in Durban is custom-built for complex, segmented programs that benefit from dedicated client areas, healthcare-specific infrastructure, and expanded training and quality assurance capacity. The other Meridian Drive office is most concentrated on fast-paced and seasonal programs where speed to scale and cost-to-serve are key considerations. Both locations support compliant service delivery.