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Kenya: Operator Calls for More Marketing of Call Centres
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Business Daily (Nairobi)
3 July 2008
Posted to the web 3 July 2008
Okuttah Mark
Entrepreneurs in Business Process Outsourcing and Contact Centres have been tipped on how to survive the hiccups of a new market.
Acquiring the suitable technology and building the right organisational culture were key to remaining steady in the initial turbulence, an industry operator has said.
Mr Nick Nesbitt, the managing director of KenCall, one of the few successful BPO operators in Nairobi, says mobilising enough capital for the operation is also critical.
Mr Nesbitt said: "Entrepreneurs must have a vision, get their eyes fixed on it and get involved in every important decision made by the company."
It was also crucial for the operators, to know that Kenya was not yet known as a BPO destination, he said.
Mr Nesbitt is now calling for "better marketing" to sell Kenya and asked the ICT board to embark on aggressive advertising through road shows and foreign visits.
"The board should work with the Export Promotion Zone and the Kenya Tourist Board to build a corporate image for the BPO sector," he said in response to recent reports that some operators were either considering closing down citing high bandwidth charges.
The Government, he says, should start outsourcing some of its services such as document digitisation to small companies "to build confidence" or put a technology platform to work at reduced operation costs.
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The operators are paying between $6,500 and $7,500 per megabyte of the bandwidth per month.
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