Evaluating Ethiopia’s readiness to set up an Offshore Contact Center

Client
Confidential - One of the largest Business Process Outsourcing firms in Africa

Problem
With growing demand for contact center services from large global multinationals, a BPO firm needed to find an offshore location with labor arbitrage and qualified talent

Solution
L&A designed a scoping visit to:

1. Evaluate
   1. Talent (Quality, Volume, Cost)
   2. Real Estate (Location, Cost)
   3. Connectivity (Speed, Redundancy, Cost, Network)
2. Assess Establishment Effort/Risks:
   1. Business Registration
   2. Local Partnerships (Recruiting, Advertising, Operations/Infra)
3. Explore partnership with University campuses    

​​         
Results
The Management team was able to make an informed decision for establishing a center in Ethiopia and define a execution plan accordingly 

---

More insights: click here

Reference: Contact Center Landscape in Ethiopia (As of August 2021)
Note: Company logos below are representative samples only