Africa is finding its voice on the global call centre circuit, according to new research.
East Africa has just made its first strides with the unveiling of KenCall, Kenya’s first international call centre, while South Africa is already a hive of call centre activity.
A report from market analyst Datamonitor, leaves little doubt that North Africa, once one of the offshore destinations of choice for French-language customer care, is fast proving an attractive option for other European and North American firms looking to service Spanish- and English-speaking customers.
The report expects outsourced call centre agent jobs in North Africa to almost quadruple by 2009.
In terms of location, Datamonitor expects the most prosperous regions to be Egypt, Tunisia and Morocco, due to their friendly investment attitudes, and advanced state of technological and commercial development.
“Western firms are impressed with North Africa’s educated labour pool that is becoming increasingly multilingual,” said Datamonitor analyst Peter Ryan.