The article is enlightening, especially since in the past, local corporates which run their own call centres have not been willing to openly discuss their reasons as to why they prefer not to outsource. It is true that most companies would rather keep their customer care functions in house, so they can maintain control of this critical aspect of their business which has a direct impact on building and retaining their customer base. Much of India's growth in the contact centre industry has been spurred by Western corporates 'offshoring' their contact centres to India. This means that the company simply sets up and runs its own contact centre in an offshore location. The result is that the organisation still maintains control of its customer care operations, albeit at a lower cost due to the reduced operational costs at the offshore location. However, there are still many  organisations that prefer to outsource their call centres, depending what functions those centres could be providing e.g order entry, travel reservations, credit card applications, debt collection, telephone screening interviews for mass recruitment, etc the list is endless . We at the Kenya BPO & Contact Centre Society are working closely with government and stakeholders, towards developing a strong contact centre industry that can build customer loyalty and deliver an excellent customer experience that can reinforce brand values, regardless of whether the contact centre is in house or outsourced. We are also encouraging organizations to outsource various processes to the numerous BPO & KPO operators that exist in Kenya. There is a misconception that BPO=Call Centres. However there are many other processes which local corporates including the banks are outsourcing e.g. data storage, billing, payroll processing, IT Support, market surveys, telesales, market research, and many others. The title of the newspaper article is therefore misleading. Peres Were Vice Chair Kenya BPO Society Quoting michael Ouma <[email protected]>:

Hi all:

kindly follow this link for the article from the interview we did:  "Outsource our jobs? Why firms are afraid of BPOs"

http://www.theeastafrican.co.ke/news/-/2558/676830/-/qxo0jiz/-/index.html

Michael Ouma Journalist Nairobi, Kenya Tel: +254-725-537823 / +254-0731-201729 Email: [email protected]

"There are risks and costs to a program of action, but they are far  less than the long-range risks and costs of comfortable inaction," -  JF Kennedy.

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----- End forwarded message ----- The article is enlightening, especially since in the past, local corporates which run their own call centres have not been willing to openly discuss their reasons as to why they prefer not to outsource. It is true that most companies would rather keep their customer care functions in house, so they can maintain control of this critical aspect of their business which has a direct impact on building and retaining their customer base. Much of India's growth in the contact centre industry has been spurred by Western corporates 'offshoring' their contact centres to India. This means that the company simply sets up and runs its own contact centre in an offshore location. The result is that the organisation still maintains control of its customer care operations, albeit at a lower cost due to the reduced operational costs at the offshore location. However, there are still many  organisations that prefer to outsource their call centres, depending what functions those centres could be providing e.g order entry, travel reservations, credit card applications, debt collection, telephone screening interviews for mass recruitment, etc the list is endless . We at the Kenya BPO & Contact Centre Society are working closely with government and stakeholders, towards developing a strong contact centre industry that can build customer loyalty and deliver an excellent customer experience that can reinforce brand values, regardless of whether the contact centre is in house or outsourced. We are also encouraging organizations to outsource various processes to the numerous BPO & KPO operators that exist in Kenya. There is a misconception that BPO=Call Centres. However there are many other processes which local corporates including the banks are outsourcing e.g. data storage, billing, payroll processing, IT Support, market surveys, telesales, market research, and many others. The title of the newspaper article is therefore misleading. Peres Were Vice Chair Kenya BPO Society Quoting michael Ouma <[email protected]>:

Hi all:

kindly follow this link for the article from the interview we did:  "Outsource our jobs? Why firms are afraid of BPOs"

http://www.theeastafrican.co.ke/news/-/2558/676830/-/qxo0jiz/-/index.html

Michael Ouma Journalist Nairobi, Kenya Tel: +254-725-537823 / +254-0731-201729 Email: [email protected]

"There are risks and costs to a program of action, but they are far  less than the long-range risks and costs of comfortable inaction," -  JF Kennedy.

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This message was sent to: [email protected] Unsubscribe or change your options at  http://lists.kictanet.or.ke/mailman/options/kictanet/pwere%40cascadegl.com