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BPO: Roar of the Sleeping Giant

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by Sourin Buragohain

Let’s start this editorial with a story from far away India. Over the last 20 years, India has become the world’s favoured market for Business Process Outsourcing (BPO) companies, among other competitors, such as, Philippines, Brazil, Hungary, Canada, Australia, Ireland etc.

The A T Kearney’s 2016 Global Services Location Index (GSLI) study rated India as number one out of the total 55 countries in the list. According to study, Offshoring to India remains a highly attractive proposition for many global companies. As per Gartner, the cost advantages of outsourcing from India are noteworthy as it costs less than US$ 7,500 per annum for a call center agent in India (cost to company) as compared to $ 19,000 in the US and US$ 17,000 in Australia. That is well over a massive 50% costs reduction for the customers outsourcing their business processes to India.

The Indian BPO sector employs over 3.5 million people directly and provides indirect employment to another million or more – through ancillary industries dependent on the IT-BPO sector. The BPOs in India handle 55% of the global outsourcing market. The annual revenue of the Indian BPO market is more than $26 Billion and contributes around 1% of the GDP.

Africa – The sleeping giant out of its slumber…

Africa is the world’s second-largest and second-most-populous continent. It is so huge that it covers almost a quarter of the total land mass of the world. With 1.1 billion people as of 2014, it accounts for about 16% of the world’s human population. Africa’s population is the youngest amongst all the continents; the median age in 2012 was 19 years, when the worldwide median age was 30 years. So, it is a great, positive irony that Africa, widely accepted as the place of origin of humans in the world, is also the youngest continent in the globe, in terms of population. It is this power of youth and exuberance that will shape the future of Africa. It really is time for Africa in the truest sense of the term!

Lessons for Africa from India success story

  • Making skilled resource readily available in the country – more spending on education and skill development programs for the African youth by the Govts.
  • Low operating costs – cut down on taxes, have a liberalized tax regime – Tax breaks and sops offered by the government
  • Development of special economic zones (SEZs) which also help IT/BPO companies get tax benefits

It is in this context that it is worthwhile to share the success of a company, which is very much an African entity, with registered office in Mauritius and corporate HQ in Lagos, Nigeria. The iSON Group comprises of two main division – the leader in technology services and consulting, helps clients in 29 countries in Africa and Middle East to create digital transformation strategies.

From application development to business process management to AI, Blockchain, Machine Learning, and Big Data Analytics it helps clients to solve the problems effectively and efficiently. Additionally, iSON offers BPO services through iSON BPO, its data analytics is driven BPO arm.

The robust BPO services infrastructure is built on global delivery framework to deliver voice, non-voice and other knowledge process outsourcing (KPO) services through local presence and on-shore/remote support, leading to superior customer experience, highly satisfied customers and growth in business.

iSON Group has been doing business in the IT-ITeS space in Africa since the last 8 years, with its inception in 2010. In its own humble ways, iSON Group has been the pioneer of the BPO industry with an un-matched multi-country presence across Africa.

iSON BPO employs close to 12,000 people across its Africa operations and 99% of its staff are local – Africans, serving African clients and customers.

Having started with 6 countries in Africa, with a large Telecom operator, managing 50% share of the business, iSON BPO has grown to approx 10 countries for them handling 70% share of the business – A testimony of the client’s on iSON’s proven capability and service delivery.

The Top telecom company in Africa has also awarded the contract to iSON BPO for 7 countries to handle their 100 million subscribers end to end with technology. With this, iSON BPO now handles over 150 million customer base in Africa itself.

Besides Telecom sector, iSON BPO also has the presence in Retail, Airlines, BFSI and Technology sectors, across Africa.

iSON BPO, by virtue of the business impact it has created for its clients across Africa, has become the largest partner for most of its clients. Thus it can be inferred, the iSON Group is completely dedicated to the cause of the African dream and has laid out for itself ambitious plans to grow organically within Africa, thereby creating more employment opportunities for the deserving and hardworking African youth.

iSON takes a lot of pride in promoting local talent and this is an essential aspect of its HR / People development delivery.

Thus, the emerging Africa BPO story, a story of endless opportunities, has already begun and iSON BPO has been a flag bearer cum leader in the journey so far, in its own humble ways, doing its bit to fuel this dream for Africa. Africa will need hundreds and hundreds of such #iSONs to propel its dream.

The government and the private sector companies, agencies should encourage, recognize such companies which in turn will inspire a whole new generation of African youth to see and live the African dream. Yes, the time has come for the world to listen to the roar of the sleeping giant, out of its slumber – it’s time for Africa!!!


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AMN Activates Starlink Cellular Backhaul Connectivity in Nigeria

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Africa Mobile Networks Group (AMN) has said that its first of its base stations in Nigeria to connect to SpaceX’s Starlink constellation is now live and using the LEO satellite network for backhaul connectivity.

AMN Activates Starlink Cellular Backhaul Connectivity in Nigeria

It’s the first AMN base station to connect to Starlink since AMN and SpaceX signed a commercial deal in July 2023 to use Starlink for remote base station backhaul connectivity across Africa.

AMN said in a statement that Starlink’s low-latency connectivity enables its multi-carrier RANs to sustainably provide 2G, 3G and 4G services in remote, rural areas of Nigeria. AMN also said it also paves the way for the launch of 5G services, which AMN plans to do before the end of this year.

AMN, which builds, owns, operates and maintains mobile network infrastructure for African mobile network operators, currently operates 1,600 base stations across Nigeria.

The company said it will continue to install new sites throughout 2024 in Nigeria, as well as Democratic Republic of the Congo, Cameroon, Madagascar, Cote d’Ivoire, Benin and Rwanda. AMN also has operations in Bissau, Ghana, Guinea, Liberia, Sudan, and Zambia.

Starlink has been commercially available to consumers and enterprise customers since January 2023. Last week, according to a report from Nairametrics, Starlink slashed the price of its internet router by 45%, although its monthly subscription rate remains unchanged. No reason was given, but the report suggests the move may be related to the naira’s recent appreciation against the US dollar and other foreign currencies.

According to figures from the Nigerian Communications Commission (NCC), Starlink had over 11,200 subscribers in the country as of the third quarter of 2023 – which also makes it one of the top ISPs in Nigeria, the report said.

 

 

 

 

 

 

 

 

 


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Nigeria’s Telecoms Sector Threatened by Economic Challenges – Ikemesit Effiong

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Ikemesit Effiong, Chairman of the Technology Committee of the Nigerian Bar Association Section on Business Law, has raised concerns about the sustainability of Nigeria’s telecoms sector amid ongoing economic challenges.

In an insightful article titled “The Imperative of Upholding Nigeria’s Telecoms Lifeline,” Ikemesit delves into the sector, emphasizing its pivotal role as both an economic engine and societal enabler. With approximately 15,000 direct employees and a significant 16% contribution to Nigeria’s GDP, the sector’s health is crucial for the nation’s well-being.

Ikemesit highlights various obstacles facing the telecoms industry, including frequent fibre optic cable cuts due to road construction and vandalism, multiple taxations, and challenges in acquiring rights-of-way. These issues, compounded by exploitative rent-seeking practices, have persisted despite efforts to resolve them.

“Central to the sustenance of any industry is a conducive economic environment that allows for sustainable growth and innovation,” writes Ikemesit. However, regulatory constraints that limit tariff adjustments hinder the sector’s ability to adapt to market dynamics unlike other industries.

Recent data from the National Bureau of Statistics (NBS) indicates a rise in inflation to 33.20% in March 2024, up from 31.7% in February 2024. This poses significant challenges for businesses striving to manage staff welfare and make necessary investments amid economic strains.

The inflationary pressures have led to price increases across various sectors, including agriculture, beverages, and services. Companies such as Nigerian Breweries Plc and Netflix have adjusted prices multiple times this year to cope with rising costs.

Recently, the quality of service has become a significant concern for subscribers across the country. Available data indicate that this issue may persist for the foreseeable future. The 70% broadband penetration target set by Bosun Tijani, Nigeria’s Minister of Communication, Innovation, and Digital Economy, was severely impacted in 2023, experiencing a decline of 14.2% from a peak of 48.28% in March to 41.87% in November.

With operators reporting financial losses in 2023 and a challenging outlook for 2024, it is evident that funding will pose a significant challenge for the necessary investments needed to transform the sector.

Describing the challenges of the sector in 2023, Engr. Gbenga Adebayo, Chairman of the Association of Licensed Telecommunications Operators of Nigeria (ALTON), said, “ALTON’s members currently pay at least 49 different taxes and levies. Additionally, our members continue to bear the brunt of multiple taxation and coerced compliance with tax and levy demands that have no legal basis by sub-nationals. This threatens investment, sustainability, and industry growth.

“Instances include – exorbitant Right of Way fees, increases under the Finance Act 2023 (such as an upward review of Tertiary Education Trust Fund Tax from 2.5% to 3%, imposition of Value Added Tax on cell towers (Base Stations), imposition of import levy on goods, removal of capital allowance on telecommunications goods and services under Section 32 of the amended Companies Income Tax Act), amongst others.”

In the past 10 years, telcos have maintained the same charges for calls and data, despite inflation rising from 8.05% in 2014 to 33.20% in 2024, and the dollar increasing from 185 naira in 2014 to about 1,000 naira in 2024.

Considering that this sector supports Nigeria’s 221.7 million active voice subscriptions and 160.2 million data subscriptions, with immense consequential economic and social value, leaving it to resolve its challenges independently or risk collapse poses significant threats to Nigeria’s socio-economic stability. Stakeholders in the sector are urging the government to either invest in the sector as needed or adopt a cost-reflective tariff to facilitate necessary investments.


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6 Ways Gemini can support your job Search in the Nigerian job Market

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The Nigerian job market is a competitive jungle, rich with potential and brimming with energy. From bustling tech hubs to burgeoning green energy sectors, there’s an incredible opportunity out there waiting for you.  But navigating this dynamic landscape can feel overwhelming.  How do you cut through the noise, showcase your unique strengths, and land your dream job?

That’s where Gemini, Google’s collaborative AI-powered tool, comes in as your ultimate career companion, guiding you every step of the way. Imagine having a seasoned career coach, research assistant, and skills advisor right at your fingertips!

Here are 5 ways Gemini can be your ultimate career ally:

  1. Crafting a Standout Resume

Your resume is your first impression, and Gemini ensures it’s a dazzling one.  Need help translating your customer service experience into impressive problem-solving skills?  Gemini can rephrase it for you! Wondering how to highlight your leadership experience powerfully? Ask Gemini to suggest strong action verbs that showcase your skills. Before submitting your resume, ensure it’s error-free by asking, “Can you review my resume for grammatical errors and suggest ways to improve clarity?”. You can even ask Gemini to help draft a compelling cover letter based on a job description!

  1. Interview Confidence Boost

Interviews can be nerve-wracking, but Gemini helps you walk in feeling prepared and confident.  Get a quick rundown of a company’s latest projects and overall mission by asking, “Summarise [Company Name]’s latest developments and approach to employee well-being.”  Not sure how to answer those tricky behavioural interview questions? Gemini can guide you with practice questions like, “Give examples of common behavioural interview questions for a marketing position in South Africa.” To impress your interviewers, have insightful questions ready: “Help me formulate questions to ask about the company’s future direction.”

  1. Keeping Skills Sharp

In today’s fast-evolving job market, continuous learning is key!  Let Gemini help you stay ahead of the curve.  Identify those in-demand skills that employers are looking for by asking, “What are the top 3 tech skills companies in Kenya are seeking in software developers?” If you’re looking to switch fields, Gemini can help you find accessible learning resources:  “Find free online courses in data analysis for beginners interested in a career transition into finance.”  Even if you’re a visual learner, Gemini’s got you covered. Simply ask, “Recommend YouTube channels that teach the fundamentals of graphic design software.”

  1. Networking Made Effortless

Building a strong professional network unlocks incredible opportunities.  Gemini simplifies the process by helping you optimise your online presence and target relevant events.  Craft an impactful LinkedIn bio that attracts the right recruiters with a request like, “Help me write a compelling LinkedIn bio that showcases my skills and experience in project management.”  Seeking out opportunities to connect with like-minded professionals? Ask Gemini, “What tips will you give for connecting with the vibrant Artificial Intelligence community at tech conferences?”. Even if you’re unsure how to approach networking, Gemini offers support with queries like, “How can I make a good first impression when reaching out to recruiters on LinkedIn?”

  1. Remote Work Made Simple

Remote work is revolutionising the African job market, offering incredible flexibility and the potential to work with global companies. If you’re eager to explore remote roles that match your skills and aspirations, Gemini can help streamline your search.  Start by asking, “Show me reputable websites specialising in remote job listings for African candidates.”  Want to know more about a company’s remote culture before applying? Ask Gemini, “How can I get a feel for a company’s remote culture?” To ace those remote interviews, get tips with a query like, “Help me prepare for a remote interview – what are some essential points to remember?”

Embrace the Journey with Gemini by Your Side

Let Gemini be your secret weapon – equipping you with the insights, skills, and confidence to stand out from the crowd and achieve your career aspirations. So, fire up gemini.google.com and discover the power of Gemini!


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