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

12/1/2021

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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
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