[kictanet] BPO Industry Review (was Re: Stakeholder Queries:)
Gilda Odera
godera at skyweb.co.ke
Tue Sep 2 19:11:55 EAT 2008
Thanks Brian.
Let me attempt to respond to your comments/queries.
1.Kenya's positioning:- It does call for serious budgets, what we are seeing
will not take us too far. We have been clamouring for more budgets and
proper execution. So far we have yet to see the ICT Board's marketing
strategy so the private sector has gone ahead and developed one we will use
as we cannot wait endlessly. We will be launching this on September 10th-
look out for this.
2. Capacity issues are seriously being addressed. We at the KBPO&CC Society
have a training committee comprising of players from captives and third
party vendors, an excellent team. We are not reinventing the wheel but
looking at the top recognised training standards/curriculum for Call
centres/ BPOs/ software develop ment. They are not many. We are then going
further and looking at our basic foundation courses that are needed locally.
The team is halfway and will be finalising this by end September. If we want
to serve global standards, we need a training competency framework based on
the recognised modules eg. CIAC, BCI etc. Incidentally these are already
being offered in Kenya by franchise holders. Anyone needing this information
can contact Joseph Ochola at the society secretariat.
3. We also have a standards committee who so ably launched a draft standards
and ethics guideline three months ago. This group is led by David Otwoma.
Again they did not reinvent the wheel but borrowed from existing global
standards. Yes a document is available at the secretariat. This team is fine
tuning the draft document and has a goal to complete this within 6 months at
most.
4.I would say we need more forums for local entrepreneurs to share
information, hear from experts, have programs where experts work in a local
entreprise for 3-6 months (we did that). We need to have (and the Society is
again organising such) exchange programs where Kenyans work in Indian
centres for 3 months and are taken through processes. It need not only be
India though cost wise it makes more sense. We are establishing the same
with other countries.
5.BPO is not the "Holy Grail". In my view everyone has their area of passion
and if we all gave our best in our areas of passion we would go a long way.
I am not sure where you get the impression that many perceive it to be the
"Holy Grail" though. I believe it has gotten attention of very many
Kenyans because we are enterprising and it is not just a Kenyan interest,
the whole of Africa is running for a piece of the action. Let us encourage
entrepreneurs who are able and have business ties to get into the industry
to do so. But we need better Government support.
6.KPLC is a member of the Kenya BPO and Contact Centre Society. In case you
did not know, they have a very busy call centre. Captives (ie.in-house
centres) are a very integral part of this industry. I hope that explains it.
We have banks lining up to join now and are talking to most captives.
7.Regarding the costs of operation that Safaricom referred to, I do not
think it is in my place to comment on why they found it that way. I do know
they were talking to companies both local and international who were to set
shop in Kenya and they zeroed in on the international ones who were to set
shop in Kenya. Could that be why it was expensive? Maybe Safaricom can tell
us, I do not know.
8. As I had mentioned, given that we are a new destination and insufficient
direct marketing of the country has been done, we are bound to initially
attract brokers. That is the trend. But as we establish ourselves and the
fibre optic cables (?) come in next year, the story will be different. We
will start getting direct clients. We are really in the teething stages, we
have to crawl before we walk. The interventions are in place in our three
year marketing strategy.
I would think this in now clearer?
Thanks.
Gilda
Kind regards,
Gilda Odera
Managing Director
Skyweb Technologies Ltd
Tel: 254-20-2711446/2711760
Fax: 254-20-2713934
URL:www.skyweb.co.ke
----- Original Message -----
From: "Brian Munyao Longwe" <brian at caret.net>
To: "Gilda Odera" <godera at skyweb.co.ke>
Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
Sent: Tuesday, September 02, 2008 6:12 PM
Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:)
Excellent Feedback Gilda,
So I see a few very clear issues arising out of your response:
1) There is a distinct global opportunity - but that calls for
appropriate positioning as well as preparation on Kenya's part
2) Capacity issues need to be addressed - knowledge transfer could be
on way - but that implies finding someone who is willing to impart
the knowledge - do they come from inside or outside?
3) Global standards must be recognised and adhered to in order to
ensure entry and competitiveness - what are these standards are they
clearly documented somewhere?
4) Many local operations have not had the exposure necessary/needed
to develop expertise/efficiency/etc - what kind of interventions can
facilitate this?
5) BPO is not the "Holy Grail" as some perceive it, but one piece of
the ICT puzzle that needs to be solved in order to help Kenya attain
it's ambitious goal of becoming a global ICT hub
6) There is a distinct and precise training need for personnel to
supply the Kenyan BPO industry with "bodies to put on seats",
presumably to allow the BPO industry to harness and deliver against
the global opportunity - what interventions (planned or otherwise)
are we taking to meet this target? How accurate is this estimate and
can it be verified?
7) Local Players - your website (must say it's very cute) lists quite
a number (28) - but I must say that I'm quite surprised at some of
the names I find there - didn't know KPLC was offering BPO services
for example - but maybe I'm mistaken in my assumptions....
8) Local opportunities: seems many/most local companies are looking
outside to outsource certain functions or simply "self-provisioning"
- why would Safaricom claim that it's too expensive to outsource
locally based on the price estimates that they got from industry. Is
there a need for our local BPO industry to do some kind of soul
searching and find ways of making themselves/their services more
palatable to local companies?
9) The industry for some reason seems to have attracted brokers - who
are watering down/diluting the true opportunity - what kind of
interventions do we need to "eliminate the middleman" - a seemingly
consistent argument in many sector e.g. tea, coffee, flowers, tourism
etc.....
Brian
On Sep 2, 2008, at 4:10 PM, Gilda Odera wrote:
> Hi Brian,
>
> You have raised very pertinent questions in your email below.
> Let me answer your queries.
>
> Firstly, it is true that BPO has taken centre stage in many discussions
> surrounding Kenya's ICT development and growth and it is a good thing,
> here's why:
> We are looking at a USD$310 Billion industry by next year, up for grabs
> for any destinations that get it right. India is currently taking up 45%
> of the total share and China and Phillipines are steadily growing. And
> what's more, it can only grow, with the fuel prices soaring each
> year,what choice is there for the companies out there to look for more
> affordable means of operating.
> It is a fact that the western countries are looking for new alternative
> destinations to Asia so they do not put all their eggs in one basket, not
> with the terrorism threats all over. Where else but Africa. Why would
> Kenya not put its house in order to take a piece of this pie?
>
> Now in regard to your comment on BPO taking centre stage in ICT
> development, I would say one thing we need in this country is opportunity
> for knowledge transfer done right here. We may produce more technology
> oriented personnel but as long as we operate within the Kenyan way of
> operating, we are not developing our personnel to the global standards we
> want them to attain.Not because we are not capable, but because many
> operations have not had the exposure.
>
> I would beg to differ (and government can speak for itself) that we are
> putting all eggs in one basket. BPO is but one sub-sector in the ICT
> arena. Many other sub-sectors within the sector are quite active.
> Software development is coming up and I keep reading debates on KICTANET.
> There is an interest.
> Content development is also being encouraged. The telecommunications
> sector is busy preparing for real competition and we the consumers can't
> wait for the benefits, they will have to have great value adds and
> affordable pricing.
>
> What steps are we taking to enhance BPO? I leave the ICT Board to answer
> that although as Kenya BPO and Contact Centre Society, we have presented
> to them the need to train not less than 10,000 per year, specifically for
> this sector. Frost and Sullivan who are normally 90% accurate in their
> new destination analysis says Kenya will by 2012 have a BPO sector
> employing about 120,000 direct jobs ( you can add indirect by another
> 3-5) as long as the fibre optic infrastructure is in place on time next
> year and marketing of the country takes root.
>
> Who are the players? Our members are on our website
> www.kenyabposociety.or.ke . There are ofcourse others quietly operating.
> What are the local opportunities- Our biggest challenge is getting local
> companies to outsource though some have started. We expected the giants
> like Safaricom to play a role even if it is a CSR role to demonstrate a
> level of confidence in the local companies. This is possible, other
> companies work with those they outsource to for a given period, and leave
> them running efficiently as they require. All is not lost. Some local
> companies are outsourcing BPO work and I wish to challenge Safaricom to
> outsource part of their BPO work if they say local outsourcing is not
> competitive.
>
> The international opportunities are the ones that I have mentioned are
> worth $310 Billion. The ball is in our court as Kenyans to market Kenya
> as a destination if we are to make any gains. We need to attract direct
> clients and not the current brokers who are exploiting the existing
> centres,much as their contracts are keeping some of the centres going.
> I hope I have addressed your queries.
>
>
>
>
> Gilda Odera
> Chair, Kenya BPO and Contact Centre Society
> ----- Original Message ----- From: "Brian Munyao Longwe"
> <brian at caret.net>
> To: "Gilda Odera" <godera at skyweb.co.ke>
> Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
> Sent: Tuesday, September 02, 2008 11:12 AM
> Subject: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:)
>
>
> Hi All,
>
> It is interesting that BPO seems to have taken a centre stage in many
> discussions surrounding Kenya's ICT development and growth. While I
> do believe that BPO/KPO has huge potential. I am a bit skeptical
> about this "silver bullet" approach which might be akin to putting
> all our eggs in one basket.
>
> What if the basket gets stepped on by some giant like Malaysia, South
> Africa or others?
>
> I would be very interested in taking a much closer look at the BPO
> industry in Kenya. Who are the players? What are the opportunities?
> What is the potential for growth? What steps are we taking to enhance/
> develop/increase capacity in BPO/KPO? What kind(s) of investments are
> required to make this industry boom? What are the local opportunities
> for BPO/KPO? What are the international opportunities for BPO/KPO?
>
> I think that answers to these and many other questions will help
> other like me who are a bit unclear in their minds as to how BPO will
> be our saviour have a clearer view. It might also just show that BPO
> is a contributing factor and not necessarily the holy grail that at
> the moment seems to be the general perception.
>
> Regards,
>
> Brian
>
>
>
> On Sep 2, 2008, at 8:25 AM, David Otwoma wrote:
>
>> Dear All,
>>
>> "Comments from BPO operators and of course other Stakeholders" please.
>>
>> Safaricom in Sh1bn customer care plan (see Daily Nation page 28)
>>
>> -------------------------------------------------
>>
>> Many companies have been turning to BPOs as the financial benefits of
>> outsourcing continue to make it compelling, with cost savings and
>> efficiency improvements being the dominant reasons companies use such
>> services. However, companies biggest concerns on outsourcing relate to
>> data security.
>>
>>
>> -----------------------------------------------------
>>
>> The move, seen a precautionary measure in the face of growing
>> competition, marks a complete turnaround by the mobile provider which
>> in July last year had sought quotations from local Business Process
>> Outsourcing (BPO) firms.
>>
>> "Outsourcing the customer care function proved to be too expensive for
>> the kind of quality that we required. We will just have to run the
>> service in-house," said Safaricom chief executive Michael Joseph.
>>
>>
>> http://www.nation.co.ke/business/news/-/1006/466372/-/jiyt3xz/-/
>> index.html
>>
>>
>> On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney
>> <seanm at aitecafrica.com> wrote:
>>> Dear Liko,
>>>
>>>
>>>
>>> We would like to invite you to make a presentation at the forthcoming
>>> Outsourcing & Contact Centre Conference, which we will be holding
>>> over 4-5
>>> November under the auspices of the Ministry of Information &
>>> Communications
>>> and in partnership with the ICT Board. The programme of confirmed
>>> presentations so far is attached.
>>>
>>>
>>>
>>> It would be great if you would be willing to share your experience
>>> with the
>>> other participants.
>>>
>>>
>>>
>>> Yours sincerely,
>>>
>>>
>>>
>>> Sean Moroney
>>>
>>> Chairman
>>>
>>> AITEC Africa
>>>
>>> seanm at aitecafrica.com
>>>
>>> UK Tel: +44(0)1480-880774
>>>
>>> UK Fax: +44(0)1480-880765
>>>
>>> UK Mobile: +44(0)7973-499224
>>>
>>> Kenya Mobile: +254(0)721-845674
>>>
>>> Mozambique Mobile: +258-82-6181618
>>>
>>> Nigeria Mobile: +234(0)802-0571766
>>>
>>> SA Mobile: +27(0)724-577887
>>>
>>> Skype: seanmoroney
>>>
>>> www.aitecafrica.com
>>>
>>> Please visit our discussion group on The Banking Technology sector
>>> in Africa
>>> at: http://groups.yahoo.com/group/africanbankingtech
>>>
>>>
>>>
>>>
>>>
>>> AITEC Africa is the trading name of AITEC Conferences Limited
>>> UK Company registration number: 4698475
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> ________________________________
>>>
>>> From: kictanet-bounces+seanm=aitecafrica.com at lists.kictanet.or.ke
>>> [mailto:kictanet-bounces
>>> +seanm=aitecafrica.com at lists.kictanet.or.ke] On
>>> Behalf Of Peres Were
>>> Sent: 01 September 2008 12:23
>>> To: seanm at aitecafrica.com
>>>
>>> Cc: 'KICTAnet ICT Policy Discussions'
>>> Subject: Re: [kictanet] Stakeholder Queries:
>>>
>>>
>>>
>>> Liko,
>>>
>>>
>>>
>>> It would be great to hear from you and others, your insights into
>>> sales and
>>> marketing insights that can benefit the BPO, KPO sector. We can
>>> continue the
>>> discussion off the list.
>>>
>>>
>>>
>>> Kind regards
>>>
>>>
>>>
>>> Peres Were
>>>
>>>
>>>
>>> ________________________________
>>>
>>> From: kictanet-bounces+pwere=cascadegl.com at lists.kictanet.or.ke
>>> [mailto:kictanet-bounces+pwere=cascadegl.com at lists.kictanet.or.ke]
>>> On Behalf
>>> Of Liko Agosta
>>> Sent: 01 September 2008 10:33
>>> To: pwere at cascadegl.com
>>> Cc: KICTAnet ICT Policy Discussions
>>> Subject: Re: [kictanet] Stakeholder Queries:
>>>
>>>
>>>
>>> About ICT Board and all these Boards …
>>>
>>>
>>>
>>> Do they ever have open sessions where stakeholders can review
>>> strategy,
>>> advice, brainstorm ?
>>>
>>>
>>>
>>> As CEO of verviant, I have been able to get business … I feel like
>>> I have
>>> insights into the sales and marketing process that can benefit other
>>> software/ICT providers …
>>>
>>>
>>>
>>> Thanks
>>>
>>>
>>>
>>> Liko Agosta, CEO
>>>
>>> Verviant Consulting Services.
>>>
>>>
>>>
>>> www.verviant.com
>>>
>>>
>>>
>>> Phone : 1-919-341-1820
>>>
>>> Fax : 1-978-268-8403
>>>
>>>
>>>
>>> Toll Free: 1-866-551-4935
>>>
>>>
>>>
>>> Pager: 9193891551 at txt.att.net
>>>
>>> ---------- Forwarded message ----------
>>> From: Brian Longwe <blongwe at gmail.com>
>>> Date: Aug 29, 2008 9:31 AM
>>> Subject: Re: [kictanet] ICT Board Strategy a Farce
>>> To: wambuiwakarema at yahoo.co.uk
>>>
>>> Very strong language - but I think you should relax as your
>>> concerns are
>>> unfounded.
>>>
>>> I am at the Strategic retreat. Unfortunately Gilda Odera -
>>> Chairperson of
>>> BPO, who was supposed to be present had to cancel at the last minute.
>>>
>>> Brian
>>>
>>> On 8/29/08, Wambui Wakarema <wambuiwakarema at yahoo.co.uk> wrote:
>>>
>>>
>>>
>>> I have read with surprise the Kictanet mailout from the ICT Board
>>> claiming
>>> they are going for a stakeholders strategy workshop in Naivasha.
>>>
>>> Who are these stakeholders? Are there any representing the BPO
>>> sector?? I
>>> ask this because I have contacted the industry association and
>>> they dont
>>> seem
>>>
>>> to be in the know either. This is quite bizarre, especially since
>>> BPO is a
>>> key sector of the ICT Board's mandate.
>>>
>>> Who are the stakeholders from the other ICT sectors? Shouldnt the
>>> Board be
>>> getting input from key stakeholders at this workshop.
>>>
>>> They are wasting government resources going to write strategies
>>> and then
>>> 'presenting' to stakeholders, yet stakeholders should have been
>>> involved
>>> from the word go.
>>>
>>> The
>>>
>>
>>
>> --
>> David Otwoma,
>> Chief Science Secretary,
>> National Council for Science and Technology,
>> Utalii House 9th Floor,
>> Mobile tel: +254 722 141771,
>> Office tel: +254 (0)20 2346915,
>> P. O. Box 29899 - 00100, Nairobi, Kenya
>> email: otwomad at gmail.com & otwoma at ncst.go.ke
>> www.ncst.go.ke
>>
>> _______________________________________________
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>>
>> This message was sent to: brian at caret.net
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>
>
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