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Mauritian BPO Market
Frost & Sullivan, June 2011, Pages: 120
The aim of this study is to provide current and future overview of the Mauritian BPO market including market size, key competences, business environment and level of technological advancement. The key market forces driving or restricting the Mauritian BPO market are identified and market revenues and growth rates are forecast. The business environment for BPO, including best practices and the benchmarking of Mauritius with other BPO locations is analysed. Strategic considerations and conclusions are also provided with the research service.
This research service titled Mauritian BPO Market provides an overview of the current status of the Mauritian business process outsourcing (BPO) market including market size, company profiles and the key competencies of the Mauritian BPO environment. The key market forces restricting and driving the market and key best practices are identified. Mauritius is benchmarked against other BPO destinations with regard to marketing strategies, maturity, growth and data centre offerings. The research service also provides strategic recommendations and conclusions relevant to service providers, end users and industry bodies. In this research, Frost & Sullivan's expert analysts thoroughly examine the following: contact centre or customer relationship management (CRM) outsourcing, financial and accounting outsourcing, information technology outsourcing, human resources outsourcing (HRO) and knowledge process outsourcing (KPO).
While Contact Centres Are the Largest BPO Offering, KPO Exhibits High Growth Potential
The Mauritian BPO market has shown substantial growth and has attracted a number of global BPO service providers. A strong financial services sector, a good track record with tourism and hospitality and a drive to improve ICT capabilities have provided the backbone for high-value BPO services. Mauritius supports relative ease of doing business. The country offers a friendly business environment, government support and tax incentives. “Starting a business takes approximately six days and the acquisition of an occupation permit takes three working days,” elaborates the analyst of this research. “Furthermore, the board of investment, with the guidance of the Minister of Finance, provides advice for investors and facilitates the process of setting up a business in Mauritius. Investors receive help on permits and licenses, site and location assistance and investment advice.”
At present, voice and back office services are mature and well established, but the recent trend has been towards lucrative, high-end knowledge process outsourcing (KPO) services requiring judgment and analytical ability as well as domain expertise. Mauritius has strong competencies in financial, legal, IT and customer services because of the high proportion of these skills in the market. Moreover, the establishment of data centres and the construction of a green data centre allowing substantial cost and energy savings, positions Mauritius as a competitive data centre hub.
Skills Shortage Looms as Critical Issue
The limited labour pool inhibits the growth of BPO service providers, resulting in low-scale BPO centres. In addition, the rapid influx of providers operating in Mauritius has put a strain on available resources. “Mauritius has inherent skills difficulties because of its small population,” explains the analyst. “Outputs from schools and tertiary institutes remain too small to allow a large influx of new BPO service providers, even as existing providers compete over the limited available talent. This has put a strain on resources which will affect the growth of the BPO market in Mauritius.”
Efforts should be made to identify alternative sources that will supply the core competencies and skills sets needed for BPOs in Mauritius. Furthermore, there needs to be better absorption of existing graduates and school leavers. “The promotion of a 24/7 work culture through marketing and campaigns is a means to ensure greater absorption of school leavers and graduates into the BPO sector,” advises the analyst. “The streamlining of curriculums and training programmes focused on the core competencies with regard to BPO services in Mauritius will help aid the absorption of school leavers and graduates into the BPO sector as this process can be more easily and effective managed with a smaller scope.”
Market Sectors:
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
- Contact centre or customer relationship management (CRM) outsourcing
- Financial and accounting outsourcing
- Information technology outsourcing
- Human resources outsourcing (HRO)
- Knowledge process outsourcing (KPO)
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