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Kenya has all the ingredients for it to be a successful BPO and Contact Centre destination – People, Infrastructure, Technology and Government commitment. Kenya has a unique advantage over most African countries. Being the regional hub Kenya has International Banking Facilities, acts as the Hub for Non-governmental and Relief Organizations serving the region, The First choice for Multi-National firms to enter the Regional Market and Mature Capital Markets and also most importantly houses the United Nations Headquarters. All these factors give Kenya the edge it needs to be a leader in the market with a workforce and talent pool geared towards excellence.

Kenya has many advantages as a BPO destination. When considering Kenya as an outsourcing destination, Horizon views five distinct factors that give Kenya a competitive advantage over other emerging BPO destinations:
  • Skill and Talent Availability: Kenyans have good language skills and neutral accents giving Kenyans a distinct strength in the contact center field. There is a sufficient pool of graduates available to service clients.

  • The Operating Environment: The Government is committed to developing the sector as one of its pillars of growth. This is evident in the financial commitments already made and the drive to develop the telecommunications infrastructure required for a BPO sector to escalate.

  • The Communications Infrastructure: The government and the private sector have proven their commitment to giving the region a World- class infrastructure with four players having established fiber- optic links. (TEAMS, SEACOM, LION and EASSY.)
  • Cost Competitive Environment: On a global scale, Kenya is cost competitive even when compared to Egypt, India and South Africa. The labour cost (for basic voice) is competitive in Kenya when compared to other destinations.
  •  Regional Hub: Kenya is East and Central Africa’s regional business hub, with International Banking Facilities, United Nations Headquarters, center for Non- governmental and Relief Organizations serving the region, First choice for Multi-National firms to enter the Regional Market.


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