Call Centers in Africa

[gvenner]

Recently the New York Times columnist Tom Friedman wrote about the establishment of outsourced call centers in Africa.  Also a representative of a call center in Kenya has posted a request in another IN discussion forum questioning how to break into the market.

Has anyone had experience using Africa based call centers (other than South Africa)?  What are the issues that have to be dealt with?  Can we avoid some of the transition issues that were encountered with the initial call centers in India?

Gary Venner

[mgarner]

The rates do look quite attractive - up to 40% cheaper than India for call center work.  There is one company - Rising Data Solutions www.risingdata.com - that has a presence in Washington D.C. and is run by Ghanaian management.  They might be a good source for information. 

A friend of mine, originally from Ghana, suggests the following questions be asked of an African service provider - followed up by a site visit to ensure all claims are valid:

Questions:

1.  Given the unreliable supply of electricity, water, telephone service, etc, what infrastructural investments has your firm made?
2.  Some customers may be sharing sensitive personal data with call operators.  How does your firm maintain client confidentiality and guard against fraudulent activity?
3.  US customers are not comfortable with "foreign" accents (with some exceptions).  Can your firm guarantee that all operators, now and in the future, will be clearly understandable and acceptable to US customers?
4.  How secure are the physical location(s) and computer systems?

Regards,
MG

[rbar]

I seem to recall that Kenya and Ghana were being touted as reliable  alternatives, for those interested in telemarketing in particular. I also understand that a number of the larger organizations reverted to satellite connectivity to circumvent the network/connectivity issues. You will encounter issues around the various accents but for the most part agents have learned to take it in stride, use anglicized names and have become familiar with many different parts of the world.

Like any other outsourcing agreement, ensure that you have safeguards in place.

[mikect]

Here we are again. 
Call centre rates appear to be the only reason why you move to a new area (in this case Africa). 
Once again calculate carefully your cost...the rate might be cheaper but what is your OC!!!
We actually closed a site in China and moved it to Malta because the TC including lost clients worked our cheaper,  likewise HSBC did the same and found Malta was more CE for their premium UK customers

[mgarner]

best shore v cheapest shore.

It all comes down to the best place on the map for a particular program.

good advice mikect
MG

[James Wilson]

This is the first time I found this fourm. Nice.

I help call centers move to Africa. Three of the top reasons:
1) Cost of eduicated labor
2) Not much trunover as India or Philippines
3) Social benifits of helping Africa

With the gold, diamonds reaching an all time high. The S African Rand moveing from 14:1 to 7:1 in 3 years. Not to mention the rolling blackouts are very common. S Africa is difficult for US business to go to S Africa. S Africa is still very good nearshore oportunity for UK, Germany and Netherlands.

Kenya still does not have terestrial broadband but the call center still make it some how. Ghana is another great out scoucing destination. They have a good internet situation, safe, stable economy and eduicated workforce. African agents 18-35 grew up watching UK and US TV. They all know the lingo and are good speakers with a friendly accent. Maybe our website will give you more info: www.call-center-africa.com

Cheers,

James W. Wilson
Call Center Africa

[mgarner]

Good intel on your site - thanks James!

[joseph]

I am interested in setiing up a call centre in Nairobi Kenya but very green in the field. Can somebody please advise?
Joseph

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