New analysis from Frost & Sullivan (contactcenter.frost.com), Analysis of the Kenyan Call Centre Market, finds that the market earned revenues of $6.0 million in 2007 and estimates this to more than triple by 2014 to reach $19.3 million.
“Kenya is fast becoming a significant tier II call centre market, to be regarded in the same light as established markets such as South Africa,” notes Frost & Sullivan Research Analyst Spiwe Chireka. “The increasing number of tier I outsourcers redirecting their operations to the Kenyan market, coupled with strong government and private sector initiatives, have set the market on a path of significant growth from 2009 onwards.”
Telecommunications infrastructure development projects are set to reduce call centre operating costs significantly. Kenya has also engaged in an aggressive marketing campaign to promote offshore call centre services and has developed world-class customer care standards for the sector.
“Kenya has the three major requirements for successful call centre market implementation,” adds Chireka. “All that is left is for the sector to begin reaping the rewards of its efforts.”
However, bandwidth costs remain prohibitively high, hindering the operation of call centres. In addition, Kenya only relies on satellite technology for international connectivity, which has significantly affected the quality of call centre services. There is also a general lack of a call centre culture in Kenya, with customers preferring face-to-face service. This aspect has limited the growth of the domestic market, with companies unable to justify the setting up of contact centres due to the limited uptake of the services.
“Kenyans are not yet adopting call centre services to levels required for strong market growth,” cautions Chireka. “Some financial institutions are getting by with less than ten seats.”
Largely, most call centre expansions have been hampered by the excessively high bandwidth costs, as operators are forced to limit their call volumes. Most call centres are operating IP-based systems and this further aggravates the situation.
If you are interested in a virtual brochure, which provides manufacturers, end users and other industry participants with an overview of the analysis of the Kenyan call centre market, then send an email to Patrick Cairns, Corporate Communications, at patrick.cairns[.]frost.com, with your full name, company name, title, telephone number, company email address, company website, city, state and country. Upon receipt of the above information, an overview will be sent to you by email.
Analysis of the Kenyan Call Centre Market is part of the Contact Centres Growth Partnership Services programme, which also includes research in the following markets: Analysis of African Fixed Telecommunications Service Providers' Capital Expenditure, Unified Messaging and Communications Market in South Africa and Strategic Overview of the South African Open Source Market. All research included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants. Interviews with the press are available.
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Analysis of the Kenyan Call Centre Market