Contact Center Industry News

TMCNet:  Way forward for the struggling BPO sector [Business Daily (Kenya)]

[May 28, 2014]

Way forward for the struggling BPO sector [Business Daily (Kenya)]

(Business Daily (Kenya) Via Acquire Media NewsEdge) Business process outsourcing has a bad rep around these parts, having been the "failed" poster child for Kenya's entry into the digital knowledge space.

Government agencies such as the ICT Authority of Kenya had bold dreams of hiving off market share from regions such as India that for decades have creamed a large percentage of the global outsourcing business whether on software development or the customer service cum support side.

This saw huge investments with entrepreneurs putting up call centres— the definitive interpretation of BPO then, backed, perhaps blindly by the mantra build it and they will come.

A mix of circumstances led to what I consider an epic fail that saw only a handful of ventures escape the dead pool and achieve a descent level of sustainability in what is obviously a very volatile and unpredictable market if gauged from the original market sizing and opportunity description.

BPO is dead. Long live BPO. The sad tale of BPO's beginnings ends here and its nascent promise is born.

If we are to look at its very definition, we will see that we have been lost in translation having taken the deep dive into setting up "seats" that we can sell to companies and provide them with certain services.

Business process outsourcing "involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider." Thought about differently and hinged on this definition you can see that any information technology centred service that handles any part of a business process for an outfit other than itself can firmly be considered a BPO play.

This should have you take a second look at cloud based service offerings such as; customer relationship management, accounting, inventory management, payments processing, lead generation and digital marketing.

The government and SME are the prime candidates to drive the growth of "internal" BPO.

Similar to the push in the tourism sector, if we can scratch our own itch, we can grow our BPO sector just from in-country business and empower our technology entrepreneurs with expansion capital to go regional with the originally intended benefits of the ICTA led BPO evangelism and funding in line with Vision 2030 firmly in our sights.

Mr Njihia is CEO of Symbiotic Twitter - @mbuguanjihia (c) 2014 Nation Media Group. All Rights Reserved. Provided by SyndiGate Media Inc. (

[ Back To Cloud Contact Center's Homepage ]


Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...