Contact Centre Services to Take Off in Nigeria by 2015, Finds Frost & Sullivan

Thursday, November 19, 2009 General News
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CAPE TOWN, South Africa, Nov. 19 Despite industry challenges, the rising consumer demand from developing industry sectors will drive exponential growth in the Nigerian contact centre market. The outsourced contact centre segment, email and SMS services and the health and medical organisation (HMO) and the public sectors are expected to become key areas of market growth from 2009 to 2015.

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New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), Nigerian Contact Centre Market, finds that the market earned revenues of $8.29 million in 2008 and estimates this to grow more than tenfold by 2015 to reach $114.45 million. The application segments covered in this analysis are vendors and system integrators.

If you are interested in a virtual brochure, which provides a brief synopsis of the research and a table of contents, then send an e-mail to Patrick Cairns, Corporate Communications, at patrick.cairns@frost.com, with your full name, company name, title, telephone number, company e-mail address, company website, city, state and country. Upon receipt of the above information, a brochure will be sent to you by e-mail.

"Nigeria is an emerging economy and the most populous country in Africa," says Frost & Sullivan Research Analyst Jiaqi Sun. "The booming telecommunications and banking, financial services and insurance (BFSI) sectors are driving the demand for contact centre services, while competitive labour cost structures are attracting offshore operations."

Frost & Sullivan anticipates that the government will introduce incentives and regulatory frameworks by 2013. This will also coincide with improvements in infrastructure that will boost the market.

The main challenges faced by market participants include a poor telecommunications infrastructure and limited commercial power supply. Moreover, there is no specific industry association to regulate the market.

"The limited availability of commercial power supply increases operational costs," explains Sun. "Insufficient bandwidth also inhibits the growth of contact centre services. 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."

Nigerian Contact Centre Market is part of the Contact Centres Growth Partnership Services programme, which also includes research in the following markets: South African Contact Centre Technology Market, South African Broadband Market Update, Angolan Broadband Market, and Nigerian IT Infrastructure Outsourcing Market. All research services included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants.

Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best in class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 35 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.

Nigerian Contact Centre Market

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Contact: Patrick Cairns Corporate Communications - Africa P: +27 18 464 2402 E: patrick.cairns@frost.com http://www.frost.com

SOURCE Frost & Sullivan


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