Genesis Outsouring - African advisory BPO services

About Genesis BPO

- We provide simple and quick access to the African Markets for BPO services- We develop feasibility studies for suitability of Offshore BPO in Africa- We assist in BPO vendor selection based on location, infrastructure, technology, HR (recruiting and training) and process assessment.

exZeed BPO - Accra, Ghana

exZeed is a BPO provider based in Accra, Ghana. They provide the following services:

INBOUND SERVICES
o Help Desk
o Order Taking
o Faxed & Mail-In Orders
o Directory Assistance Service (DAS)

OUTBOUND SERVICES
o Marketing & Sales
o Surveys
o Market Research
o Customer Service

India losing it's competitve advantage of Outsourcing?

I wrote earlier this year about the global outsourcing market and Africa's potential to grab some market share. Business Week magazine says the fallen dollar and the higher wages in India are hurting some Indian vendors. No one can do anything to stop the fallen dollar. The fact is, the US dollar needs to fall further to bridge the trade deficit if faces.

This is an opportune time for African IT vendors to partner with Indian IT firms who have experience to bring jobs and contracts to Africa.


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e.services - BPO vendor in Ghana

E.services is a BPO provider in Accra, Ghana.

They provide:

e.Services is a provider of premium outsourcing solutions that can transform your customer contact and back office services into a sustainable, competitive advantage. We recognize that your customer relationships are your company’s greatest asset. Our unwavering customer focus, superior technology, and commitment to operational excellence set us apart.

e.Services customer contact solutions feature:

• Process discipline
• Customer insight-driven
• Innovative technology
• Global alliance-based resources
• Results-focused
• Multi-industry expertise

Rethinking the India Back Office - opportunity for Africa?

The Wall Street Journal has an interesting story about the Indian Outsourcing industry. The article basically describes how costs in the outsourcing sector are outpacing savings. Furthermore, captives which are entities owned by multinationals are getting hurt by the fall of the American Dollar. Plus, labor rates and employee churn are hurting profit margins of Wipro, Infosys, Tata, and some of the other Indian firms.

I have consulted, researched, and presented information on the global BPO/ITES (information technology enabled service), my conclusion with outsourcing is this. Currently, India is the mecca for BPO because of it's highly qualified labor force, this will never change. India graduates more english speaking engineers than the US and UK combined. However, labor rates in India are getting higher and will keep getting higher.

Where does Africa fall in all this? Well, for starters we need cheap, reliable fiber optic cable. We are highly educated, we just need more investment in science and technology education. Africa has witnessed a paradigm shift in terms of telecommunications on the continent. We have the fastest growing mobile market in the world and this is forcing state owned monopolies to divest and invest in new technologies. For the first time in 10 years, African governments are starting to collaborate and partner for fiber optic infrastructure. East Africa has 4 different competing fiber optic cables that will enable outsourcing and cheaper communications.

By 2015, I think Africa should be a player in the global BPO market and could perhaps challenge India. Africans speak English, French, Spanish, and Portuguese. Africans also don't need to take special language classes to overcome accents.


WSJ article about India outsourcing

TeleTech Expands Global BPO Footprint Into South Africa

ENGLEWOOD, CO -- (Market Wire - Nov 26, 2007) - TeleTech Expands Global Footprint Into South Africa New Facility to Support Growing Need for Global Outsourcing Distribution Source.


TeleTech Holdings, Inc. (NASDAQ: TTEC), one of the largest and most geographically diverse global providers of business process outsourcing (BPO) solutions, today announced its expansion into South Africa, further broadening its global sourcing platform to encompass six continents. Today, TeleTech began construction on its first facility on the African continent. Ground was broken at the Old Match Factory in Salt River, Cape Town, at a ceremony attended by major officials from the South Africa government. The Cape Town facility is scheduled to commence operations later this year.


As a new investor to South Africa, TeleTech is the first multinational company to benefit from a new investment incentive plan launched by the South African Department of Trade & Industry, which has targeted the international business process outsourcing industry as a major future source of employment.

TeleTech plans to build a number of new facilities in South Africa and in other African countries, creating thousands of new jobs to serve global clients seeking multiple levels of front- and back-office support.

ICTPark.com represents a consortium of local, regional, and global organizations working together to make Kenya a BPO hub in Africa. The Kenyan government has been proactive and vocal with their plans of making Kenya an ICT/Outsourcing destination.

One initiative, ICTPark.com and its consortium members will provide the following services to start and/or support call centres and back-offices in Kenya:

• Templates for preparing business plans.
• Information and assistance with finances.
• Guidance on suitability of premises.
• Advice on equipment and connectivity.
• Referrals to consultants, lawyers, auditors, and other professionals.
• Networking with ICT suppliers and other vendors.
• Introduction to research and technology expertise.
• Guidance on staff recruitment and training.
• Advice on securing outsourcing contracts.

African countries strive for outsourcing business

There is a great article on outsourcing in Africa by Offshoring Times. As soon as we get redundent communications infrastructure: fiber optics, microwave or other emerging technology Africa can then be an international player.

Most recently, the government of Nigeria has decided to put together a national strategy for an official Outsourcing industry. The government is also looking at building educational institutions focused on ITES, or BPO market. There will be a time when the Indians outsourcers, the Wipros, Tata's and Infosys will be outsourcing back-office work to Africa. The Indians are already setting up show in Mauritius because of the close colonial ties to that country.



From Outsourcing Times: African countries strive for outsourcing business

The South Africa is vying to bring in more of business processing outsourcing (BPO) on the continent, and other countries are also following to attract more of this business.

There are common factor in the African continent is the language skills, time zone/geographical location and an underemployed workforce with resulting low labor costs. But among all these the only real competitor to them in the BPO sector is Egypt.

Egypt at present has 4,000 agent positions and is estimated to grow to 12,000 in 2012, according to a technology analyst with consultancy Datamonitor PLC.