Hilda Esin
21 November 2007
Lagos — The third African Outstanding and Contact Centre Conference is set to commence in Nairobi Kenya between November 27 and 28, 2007.
A statement made available to THISDAY, disclosed that there will be a unique setting for Africa's emerging outsourcing industry to gain leading-edge knowledge form over 30 local and international BPO and contact centre experts.
Heading the impressive bill of international speakers, Ms Kerry Hallard, Communications Director for the Association and head of its private sector arm, the Out Group will advise participants on how best to market their services from developing countries to the international market.
According to the statement, Hallad who is a Board Member of the UK's National Outsourcing Association, will also hold a workshop on international marketing for delegates.
The Out Group is partnering with AITEC Africa, the organisers of the conference, to promote African companies into UK market.
In addition, another international speaker, Mr. Mark Hill, who was one of the early outsourcing pioneers in Mauritius, establishing a 1,000 seater contact centre serving mostly in the US market.
He has developed an alliance of outsourcing companies across Spain, South Africa and Mauritus and will do a presentation on "Building international alliances: A new paradigm for outsourcing companies".
The conference delegates stand to benefit from advice provided by fellow outsourcers from other Africa countries, including South Africa Egypt, Mauritius, Rwanda and Ghana, Mutoni Kayihura of contacts One in Rwanda who will speak on "The challenges of setting up the first call centre in Rwanda"
Secretary of the African ISP Association, Mr. Eric Osiakwan will provide an overview of Ghana's outsourcing industry and Hussein Kamel of Xceed Contact Centre, one of Egypt's largest BPO operators will ask the provocative question "Africa: The next Bangalore?"
Expert speakers from South Africa include Evan Jones, Service and Solutions Manager, Merchants Consulting, who will speak on "Current trends and best practices in performing customer satisfaction".
He will also do a training workshop on "Process management- the elusive discipline in most contact centers?"
Others include speakers from South Africa Mr. Andre Deetlefs, Senior Solutions Architect, Avaya, South Africa; "Addressing a world of change in the BPO industry"; Miss Mariaan Ellis, Call Centre Project Co-ordinator, Vaal University of Technology; "Recruitment and screening for contact centre agent training"; Mr. Gideon Oliphant, Business Development Director- Africa, Atio Corporation, South Africa; Contact centre technology"
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