Liko,
You have raised some very valid points here and your
insights are definitely very useful to us in the BPO sector. However, I beg to
differ with you on the issue of standards and ethics. You have stated “
Standards and Ethics play a huge role when serious (and
here I am talking about the big name companies that Kenya is trying to attract –
those that have long term sustainable BPO contracts) outsourcers are looking
for a potential BPO to service their requirements. Particularly for call centre
and data processing in various industry verticals, but more so for the
financial services industry which contributes the largest chunk of outsourcing
work worldwide.
In addition to the questions you mentioned below, serious
potential outsourcers will want to establish whether the BPO providers have in
place:
I could go on and with the various standards that
need to be in place in a BPO/Call Centre.
One of the reasons why
If
It is for this reason that the Standards Committee of
the BPO Society is doing its best to move to the next stage of its Standards
& Ethics framework. This is the stage where they will finalize the draft
document, with the help of experts, and develop an implementation plan. It is
critical to have this in place, at this stage where we are in this developing
outsourcing industry. What we have right now is just a draft document. Much
more needs to be done to complete the process.
Kind regards
Peres Were
Vice Chair
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: 02 September 2008 23:07
To: pwere@cascadegl.com
Cc: 'KICTAnet ICT Policy
Discussions'
Subject: Re: [kictanet] BPO
Industry Review (was Re: Stakeholder Queries:)
All
that you guys are talking about is good ... but when I talk to clients
they ask the following questions
a.
Can you do the job ?
b.
How much will you save me ?
c.
Have you done this for anyone else (especially in my sector/country) ?
d.
Can I talk to references
1-3
page executive proposals work better than 50 page proposals. C level execs
never go past page 3 of proposals. They really don’t care where I am
working from
Only
1 client asked about Kenyan copyright laws .. and our lawyer gave a sufficient
answer... we got the work and have saved them over USD 500,000
About
Safaricom and Land Registry and all this projects that keep breaking our hearts
and hurting our feelings :) ....
Let's
assume Safaricom is has 400 customer services reps .... would they be an
ideal client for any BPO in
Now,
maybe I have all this wrong but there are more than 10000 companies in the
developed world with over 400 "clerical employees" who they pay an
average of 3000$ per month. If you went and targeted these companies .... you
can get 100k per employee, pay the employee 50k etc and the client will be
happy, you happy, employee happy ...
Many
local clients take 60-90 days to pay invoices. In US for example, depending on
state, it’s illegal to hold a vendors payment when work has been done
….
My
point ... BPOs, Software Providers have to be willing to ignore the local
market and focus on external sources of business. The local market is too
small, too complicated and the waters are very muddied.
About
brokers and "consultants". I have been approached by quite a few.
People who claim to have connections, venture capital and all that good stuff.
I learnt early to say no… early. They are a waste of time in my book
Kenya
will not become a better outsourcing destination if we come up with ethics
guidelines, an act of parliament and the like … now, those will not hurt
… but we will benefit more if the ICT Board flanked companies when they
are pitching their services to potential clients.
By
flanking I mean fly to meet the client, do research on financials, help with
financing - have a conference in US and invite 100 potential and vetted clients
to meet Kenyan providers …. This works like a charm here .. (if GOK
spends 500k on tickets and 30 Kenyans are hired making 50k … - ROI is
there pretty fast)
If
the CEO of the ICT board calls the CEO of ATT he is more likely to get a
meeting and business as opposed to the CEO of Kamau Wanjala Outsourcers …
again, I don’t know what the ICT Board has been doing (am sure they have
done a lot … may be like top secret strategy stuff) but in my opinion the
CEO of that board should be based in US for like 90% of the year .. talk to
clients, be a rain maker, schmooze, play golf and open doors.
I
have always felt that the ICT Board should headhunt and hire people with
C level experience from either US or UK … people from the bigger
consulting companies Bain, BCG, Accenture, Avanade, EDS … these guys work
on million dollar outsourcing deals and have very good contacts. They also
would be able to come up with a strategy immediately
As
Gilda has shown, the harvest is plentiful …
Liko
Agosta, CEO
Verviant
Consulting
www.verviant.com
Phone
: 1-919-341-1820
Fax
: 1-978-268-8403
Toll
Free: 1-866-551-4935
Pager:
9193891551@txt.att.net
-----Original
Message-----
From:
kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke]
On Behalf Of David Otwoma
Sent:
Tuesday, September 02, 2008 11:45 AM
To:
Liko Agosta
Cc:
KICTAnet ICT Policy Discussions
Subject:
Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:)
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
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
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
>
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
>
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
>>
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.
>>
taking up 45% of the total share and
>>
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
>>
in one basket, not with the terrorism threats all over. Where else
>>
but Africa. Why would
>>
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
>>
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
>>
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
>>
>>
----- 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
>>
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
>>
Africa or others?
>>
>>
I would be very interested in taking a much closer look at the BPO
>>
industry in
>>
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
>>>
>>>
>>>
http://www.nation.co.ke/business/news/-/1006/466372/-/jiyt3xz/-/
>>>
index.html
>>>
>>>
>>>
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney
>>>
<
>>>>
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
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
SA
>>>>
>>>>
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:
>>>>
>>>>
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
>>>>
>>>>
>>>>
>>>>
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:
>>>>
>>>>
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 <
>>>>
>>>>
>>>>
>>>>
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,
>>>
email: otwomad@gmail.com & otwoma@ncst.go.ke
>>>
www.ncst.go.ke
>>>
>>>
_______________________________________________
>>>
kictanet mailing list
>>>
kictanet@lists.kictanet.or.ke
>>>
http://lists.kictanet.or.ke/mailman/listinfo/kictanet
>>>
>>>
This message was sent to: brian@caret.net
>>>
Unsubscribe or change your options at http://lists.kictanet.or.ke/
>>>
mailman/options/kictanet/brian%40caret.net
>>
>>
>>
_______________________________________________
>>
kictanet mailing list
>>
kictanet@lists.kictanet.or.ke
>>
http://lists.kictanet.or.ke/mailman/listinfo/kictanet
>>
>>
This message was sent to: godera@skyweb.co.ke
>>
Unsubscribe or change your options at http://lists.kictanet.or.ke/
>>
mailman/options/kictanet/godera%40skyweb.co.ke
>
>
>
_______________________________________________
>
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>
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>
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>
>
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>
Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/otwomad%40gmail.com
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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,
email:
otwomad@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
_______________________________________________
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