Research
Frost & Sullivan expect huge growth for Nigerian contact center market
The outsourced contact center segment, email and SMS services and the health and medical organization and the public sectors are expected to become key areas of market growth from 2009 to 2015.
New analysis from Frost & Sullivan, Nigerian Contact Centre Market, finds that the market earned revenues of 8.29 million dollars in 2008 and estimates this to grow more than tenfold by 2015 to reach 114.45 million dollars. The application segments covered in this analysis are vendors and system integrators.
Better infrastructure needed
"Nigeria is an emerging economy and the most populous country in Africa," says Frost & Sullivan Research Analyst Jiaqi Sun. "The booming telecommunications and banking, financial services and insurance (BFSI) sectors are driving the demand for contact centre services, while competitive labour cost structures are attracting offshore operations."
Frost & Sullivan anticipates that the government will introduce incentives and regulatory frameworks by 2013. This will also coincide with improvements in infrastructure that will boost the market. The main challenges faced by market participants include a poor telecommunications infrastructure and limited commercial power supply. Moreover, there is no specific industry association to regulate the market. "The limited availability of commercial power supply increases operational costs," explains Sun. "Insufficient bandwidth also inhibits the growth of contact centre services. The key factors to succeed in this market include enhancing the quality of customer services, seeking alternative means of power supply, and initiating employee training programmes."
Author(s): Sarah Dreps
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