In demand as it was a few years ago, the outsourcing of customer relationship management services may not be as high. The global industry analysts global call center revenue is bound to reach $189.3 billion by the year 2015. Which is why it is unsurprising that there are many countries gearing towards further development in the call center outsourcing space. Kenya is one of the destination that pushing towards becoming a giant in the call center outsourcing space. By CNN’s Marketplace Africa. The show highlighted the company, Kenya’s biggest outsourcing call center. The $6 million dollar, Nairobi-based company is optimistic about the prospects of Kenya as a call center outsourcing services destination even compared to its more prominent competitors, India and the Philippines with the continued improvement of technology and services in Africa centers including Kencall that can begin to offer services that would be at par with its competitors at more competitive rates. Even Indian corporation are looking favorably towards Africa as a viable investment option.
Africa looks remarkably similar to what India was 15 years ago, the another Indian company investing in Africa is Bharti Airtel who on the 25th of October announced plans of initializing call center operations in Africa, citing that it will be creating call centers in partnership with IBM, Tech Mahindra and SPANCO. In an evaluation by frost and sullivan, the company pointed out that Eurasian country, Russia is one of emerging outsourcing destination for call center supports services to keep on eye on. A major reason for that Russia’s infrastructure is improving allowing them to offer more advanced contact center outsourcing services.
While the emerging destinations are gearing for top gun, veteran CRM call center services destinations, India and the Philippines are also not resting on the laurels. India is currently improving its technological capabilities in order to remain ahead of its competition strengthening the current infrastructure and adapting the latest technologies. The India’s high staff turnover may pose a challenge. The Philippines remains a big focus. The numerous companies have announced plans of expanding in the country, even smaller outsourcing companies including Qualfon.
He announced that they will be hiring 3,600 people in Dumaguete City and Cebu City. The Philippine delivery center has the best customers service representatives with agents who can speak English well and communicate effectively with the customers. The other Asian companies from Japan and China have also expressed interest in establishing call centers in the country. In standalone voices business, the Philippines will undoubtedly beat India this year to become the call center capital of the world
REFERENCE:
http://www.blog.infinit-o.com/countries-gearing-top-spot-crm-support-market/
