Sunday, May 22, 2011

Business Process Outsourcing (BPO); Call/Contact Centers in Kenya

Business process outsourcing business is the latest venture by developing counties in an effort to combat the unemployment problem. Business process outsourcing (BPO) refers to the act of contracting another company to handle one of your company’s departments; the most commonly outsourced department is the call/contact/customer care center. In the actual sense, business process outsourcing specifically call/contact/customer care center in this case, helps the mother company to reduce operational costs as well as creating jobs and revenue for the other company.


Today, the major outsourcing destinations around the world include; India, China, Philippines and Kenya. There are major controversies surrounding the whole idea of outsourcing i.e.
  • Through Business Process Outsourcing, companies export jobs to other countries instead of creating jobs at home hence not helping to solve the unemployment problems at their home country.
  • Poor remunerations to the outsourcing company employees

There are various outsourcing call/contact centers in Kenya which run services for other companies abroad and at home.

  1. Horizon contact center
Horizon contact center is a well established outsourcing company having presence in major African countries. Apart from running services such as data capture, and outbound/inbound customer care for companies abroad, horizon contact center handles the customer care units of local telecommunication firms like Orange Telkom Kenya customer care and Yu Essar customer care.
  1. KenCall
KenCall is one of the oldest outsourcing firms in Kenya offering employment to hundreds of Kenyan youths. KenCall handles both inbound and outbound customer care services for both local and foreign companies.
  1. Technobrain (formerly KenTech Data)
Technobrain/KenTech Data is an established outsourcing company that offers employment to many Kenyans. It handles customer care services for local and foreign companies such as Kenya Data Networks (KDN). it was known as KenTech Data before its acquisition by an Indian firm Technobrain which excels in offering ICT training courses.
  1. Spanco ltd
An Indian business process outsourcing firm which handles Bharti Airtel customer care unit in African countries. Spanco is the latest entrant in Kenya.
  1. Aegis
Aegis has been handling the Yu Essar Kenya customer care unit before it exited Kenya citing lack of contract renewal by Yu.
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