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Nigerian Contact Centre Market
Frost & Sullivan, June 2009, Pages: 99
This Frost & Sullivan research service titled Nigerian Contact Centre Market provides a strategic analysis of the Nigerian contact centre market. This research service details the market forces impacting the growth of the market. The market is segmented according to service types and vertical sectors. Service types and vertical sectors’ contributions to overall revenues are determined in this research service. In this research, Frost & Sullivan's expert analysts thoroughly examine prospects for the following: vendors and system integrators. The following technologies are covered in this research: unified Internet protocol (IP), session initiation protocol (SIP), and multiprotocol label switching (MPLS).
Market Overview
The Nigerian Outsourced Contact Centre Market is on an Upswing, Driven by Growth in Key Industry Sectors
The Nigerian contact centre market is in its nascent stage. In 2008, 15 market participants out of 30 operators provided contact centre services to end users. Ongoing investments have been in the infrastructure development segment. The outsourced contact centre segment, email and SMS services, and the health and medical organization (HMO) sector are expected to become main areas of market growth from 2009 to 2015. 'Nigeria is an emerging economy and the most populous country in Africa,' says the analyst of this research. 'The booming telecommunications and banking financial services and insurance (BFSI) sectors are driving the demand for contact centre services even as a globally competitive labour cost structure is attracting offshore operations to Nigeria.' The introduction of government incentives and regulatory frameworks as well as the improvement of infrastructure are anticipated by 2013. The market is likely to enter into the growth stage by 2014. Existing network operators are investing in fibre-optic cables that connect Nigeria with the rest of the world. Mobile subscribers reached 67 million in 2008 after the implementation of the mobile network in 2004. Increasing investments in the telecommunications infrastructure and lower labour costs compared to established outsourcing destinations have the potential to provide end users with up to 50 per cent cost savings.
The main challenges faced by market participants include a poor telecommunications infrastructure and limited commercial power supply. Moreover, a specific industry association does not regulate the market. 'The limited availability of commercial power supply increases the operational costs of market participants,' explains the analyst. 'Insufficient bandwidth inhibits the growth of contact centre services while an inadequate business portfolio further restrains market growth.' Soaring power-supply costs raise the operational costs of contact centres, hampering market growth and reducing operators’ ability to deliver services efficiently. The expensive bandwidth has led to the high price of IT services, constraining business expansion. There is a lack of significant business experience, which is adversely affecting the market’s global profile.
Current and future market participants should be aware of the challenges faced while functioning in Nigeria such as a restricted business portfolio, the lack of adequate power supply and limited expertise. '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,' concludes the analyst. 'Despite numerous industry challenges and market restraints, the strong growth of contact centre market will be driven by the rising consumer demand from developing industry sectors.'
Technologies
The following technologies are covered in this research:
- Unified IP
- SIP
- MPLS
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