Africa: Offshoring
Is Africa the New India for Contact Center Outsourcing?
The number of call center agents based in Africa will continue to lead global growth through 2010, according to Datamonitor. The market analyst's prediction of rapid growth in Western investment in this region is underlined by efforts on the part of governments and private sector firms across the region to make the continent a business process outsourcing hotspot. In addition, African countries generally compete on lower prices than in Western Europe and North America and provide excellent language capabilities. Datamonitor reports that agent sophistication is on a par with that of most other popular outsourcing destinations.
Africa: Operations
South Africa Leads Other African Countries in BPO
Canada and South Africa are among the costliest locations for offshore investing, while South America is the most inexpensive, according to Datamonitor. However, South Africa remains a dominant and ever-maturing market for contact center outsourcing services, especially in the area of value-added functions. Spoken English there is among the best anywhere, and the commercial acumen of agents is first-rate.
Sub-Saharan Africa, while not traditionally a location of choice for serving Western customers, has emerged as a niche market for Western customer service. Countries like Botswana, Ghana, and Kenya have made headlines with their proactive moves to put themselves on the BPO map.
Africa: Continental Competition
Egypt Is Gaining Market Share
Morocco and Tunisia are ideal locations for customer care servicing French-speaking nations, whose offshore outsourcing options are very limited. In addition, Morocco is developing bases of English- and Spanish-speaking talent. Morocco will remain the largest single national market but will lose proportionate share through 2010, while Tunisia's focus on mid- to administrative-French customer care will also lead to limited growth.
Egypt continues to impress Western investors with its mix of savvy and linguistically talented agents, low costs, and ever-growing blue-chip investors who house customer care in that location. As a result, Egypt is the only contact center outsourcing destination in North Africa that will increase market share.
Recruiting
Mars And Venus Agree on Strategy
When it comes to choosing their most desired employers, Mars and Venus don't have a lot in common. But both genders seem to be in agreement on their preferred consulting firms, according to Universum Communications' Ideal Employer Ranking Survey, which polled 5,000 MBAs. Consulting reported Universum's overall findings in the May 2006 issue.
Competitive compensation is by far the most attractive offer an employer can make, according to Universum. Women, however, value flexible working conditions more than men, while men value long-term compensation potential more. The chart lists top picks by gender.
But, for the first time, work/life balance is the top career goal among male MBAs (48 percent). Moving up from fourth place, it passed build sound financial base (37 percent), influence corporate strategies (31 percent), and reach managerial level (27 percent).
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