News : Frost & Sullivan Honours Horizon Contact Centers
Mountain View, CA, USA and Nairobi, Kenya, June 2, 2016 -- Based on its recent analysis of the contact centres market, Frost & Sullivan recognizes Horizon Contact Centers with the 2015 Kenyan Frost & Sullivan Award for Competitive Strategy Innovation and Leadership.
Despite being identified as one of the six pillars of the 'Vision 2030' Plan and gaining the attention of foreign investors, the contact centre industry in Kenya is struggling with several issues including poor infrastructure, limited client pool, and high attrition. Horizon stands apart from the competition, having addressed these challenges and exhibited strong overall performance.
The company has a facility located in Nairobi, which covers 45,000 sq. ft. and can scale up to house over 1,200 agents. The largest outsourcing contact centre in the region, the firm also functions as a fully on-demand international outsourcing firm. Importantly, Horizon effectively allocates and utilizes resources to deliver on its goals.
"The deployment of sophisticated tools has facilitated the integration of people, process and technology, enabling Horizon to perform efficiently," said Frost & Sullivan Research Analyst Deepti Dhinakaran. "The operational strategy that is the key to its success involves assigning a dedicated team to work in collaboration with the client team to understand business requirements. This allows Horizon to deliver the highest quality of services and improve time to delivery."
"Most contact centres train their agents to offer services in multiple industry verticals, but Horizon focuses on a single industry so that agents develop extensive expertise and add value to the firm," noted Deepti Dhinakaran. "In fact, 70 percent of Horizon's growth is attributed to efficient internal operations, and the remaining 30 percent to strategic initiatives to improve back-office functionality."
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.
Posted by Veronica Silva Cusi, news correspondent
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About Horizon Contact Centers:
Horizon is an on demand international Contact Center and (BPO) Company.
Published: Friday, June 3, 2016