Kenya, widely known for its wildlife and hospitality now hopes to join the list of destination countries where back end services are outsourced to by companies operating in Africa, Europe and America.
The advent of business outsourcing has seen countries like India spring up as destination countries due to the low cost of hiring manpower in these countries. Another key factor for countries vying for outsourcing jobs is the state of technological infrastructure in the country.
In 2009, Kenya installed its first of three undersea internet cables and has been on the campaign to promote Kenya as an outsourcing destination to international companies.
KenCall, Kenya’s largest and most successful call centre was founded in 2005 and has grown from being just a telemarketing company within Kenya to doing customer service and call centre operations for companies in the US, UK and countries in East Africa. According to Nick Nesbitt (CEO of KenCall), 60% of their business comes from the US, 20% from the UK and remaining 20% from East Africa states that. The company looks forward to better times ahead as the installation of the undersea internet cables has seen the company’s monthly expense on broadband drop by 90% from 6000USD per MB to 600USD per MB.
More companies are now springing up in Kenya, hoping to tap into the emerging business outsourcing industry. Although the competition from well established outsourcing destination countries seems stiff, Kenya hopes to bite into the global outsourcing business by riding on the heels of its historical ties with the UK, the fact that it has well educated graduates and its “neutral accent”.