Dear Brian, Looks like you are fully re-charged after last weeks retreat in Naivasha on Strategy. Tell us some more of what is not confidential. Otherwise my wish is to take the baton from my able Chair and respond on bullet 3 in your beautiful rejoinder. As Chair of the Standards and Ethics Committee of the KBPOCCS we (are 7 members) did come up with Standards and Ethics Guidelines which took over eight (8) months to prepare and on June 22nd 2008 the Permanent Secretary of the Ministry of Information & Communication led us (KBPOCCS members, KICTB who graciously sponsored the event at KICC, CCK, CSK, members of the public who have an interest in BPO&CC pie) into adopting the S&E Guidelines. The next milestone we wish to aim for is have the Guidelines upgraded into a Regulation or an Act of Parliament. Either achievement would be binding to all and sundry who operate in the BPO&CC world. A world which is moving the advancement of the human race from industrial age into information age. Just imagine Kenya having a binding law on Standards and a slice of the USD$310 Billion industry. It would make our young people, because they are the future force in the knowledge economy we keep talking about. What are the next immediate steps. Cozy relations between the Private Public Partnership. Another bullet I will let you peer into what you have been seeing but refuse to acknowledge is bullet No. 7. It was KPLC who introduced me to the world of BPO&CC when they sought S. African expertise to deal with their in-house contact centre better known to the general public (read Brian et al) as Customer Care Centre or Customer Relations Management. Ever wondered when power disappears at any time of the day or night where that 'frustrated' call 'agrily demanding 'where is power?' goes? Yes to a call center owned and managed by KPLC. KPLC as of 2005 when we engaged had a call centre running 24/7 with 210 seats in Nairobi alone. Telecom has a bigger one. Safaricom is soon overtaking Telecom with that news flash. Water companies have. So do all the banks, insurance, etc. companies both private and public owned. Since we have very able Chairs for Training, Marketing etc. I will stop there and go for my dear bottle.....tusker. David On Tue, Sep 2, 2008 at 6:12 PM, Brian Munyao Longwe <brian@caret.net> wrote:
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@caret.net> To: "Gilda Odera" <godera@skyweb.co.ke> Cc: "KICTAnet ICT Policy Discussions" <kictanet@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@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
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-- 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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke