By Michael Fair, MarketRace
Jambo!, or Hello!, from Nairobi, Kenya.
Wow, this has been quite the experience both personally and from a business perspective. Nairobi is a vibrant, multicultural city and my business trip (which did include a weekend safari) to visit KenCall, the largest call center in eastern Africa, has been very eye opening and has really gotten my mind working on the many opportunities that can be sourced to be supported here.
I am extremely impressed with the professionalism and enthusiasm of the more than 500 staffers working at the call center today supporting sales, customer service and database administration type work for companies in the United States, Europe and Africa. The Internet and telephony connectivity is excellent and scalable.
The company is growing so rapidly that the call center has already contracted to expand into the adjoining building and has plans to double its staff again within the next several months to support both growth in existing customers as well as newly contracted business. Nik Nesbitt, KenCall’s CEO many of you will recognize him from his prior life running the Qwest QBPP program is a whirling dervish of activity as he jumps between customer calls (at midnight local time last night back to the United States), employee, customer and investor meetings and even a radio interview right now. Within the next week he will have traveled to Uganda, Tanzania, the United Kingdom and the U.S. for meetings with customers, trade shows and prospects. He is even dispatching me to work on an opportunity on my return trip later this week.
The goal of MarketRace (two of us) traveling to Kenya was to learn about the opportunities and capabilities of KenCall so we can further represent them from a business development perspective back in the States and Europe. There are enormous opportunities for channel partners to sell outsourcing opportunities as well as outsource their backoffices to Kenya. The world is truly flat!