News : National Call Centres to Attract $100m
Harare, Zimbabwe, Nov 3, 2015 -- The Contact Centre Association of Zimbabwe (CCAZ) says Zimbabwe has the potential to build a call centre industry contributing $100 million in foreign direct investment (FDI).
This comes after the call centre industry is on a rebound to the current 3 900 call workers from 2 794 over two years ago.
Speaking to NewsDay yesterday in Harare, a source close to the development of the government’s National Call Centre said FDI contribution also comes with potential job increases. Development of the national call centre is ongoing.
"According to leading local and international researches by reputable institutions, all concurred that Zimbabwe has the potential to become a global call centre and ICT services hub with a potential to create over 50 000 jobs and over $100 million in FDI within the next five years if given full attention and government support," the source said.
"Faced with an urgent need to create job, it is therefore ideal to urgently set a profitable government call centre. Once the call centre is set, Zimbabwean government policy will then focus towards promoting the call centre industry development with focus on being the leading global call centre destination."
The call centre industry has grown in the past few years despite the economic downturn and companies closing shop in efforts to cut costs and get rid of call centres as they are seen as unworthy and unprofitable to business.
The rebound in the call centre industry is due to advances in information technology and the decline in costs of communications and data transmission that has made it easier for firms in many industries to provide customer services.
The call centre industry is expected to attract FDI through the contracting of the operations and responsibilities of a specific business process to a third-party service provider.
Speaking at 4th edition of the CCAZ Excellence Service Awards last week, Minister of Policy Coordination and Promotion of Socio-Economic Ventures in the President’s Office Simon Khaya Moyo said government was working on a National Call Centre.
"I am fully aware that the Ministry of Information Communication Technology, Postal and Courier Services is setting up the Government National Call Centre. As government, we welcome such services to the country," Khaya Moyo said in a speech read on his behalf by the ministry’s principal director, Ozias Hove.
"The services sector is growing not only in Zimbabwe, but in the world at large. In this regard, I would like to urge the private sector to seriously invest in call centres."
CCAZ patron Herbert Nkala said over 80% of all the banks and all telecoms have in-house call centres.
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"According to the 2015 National Call Centre report which is part of the CCAZ large-scale survey of the call centre industry outlook and development patterns in Zimbabwe, the call centre industry has grown over the past two years," Nkala said.
"Customer service is a catalyst for economic growth in Africa. Service industry is also the future with the potential to boost various economics in Africa."
CCAZ is a non-profit making national body focused on uniting the Zimbabwean contact centre/customer service industry, its people and growing its standards.
Zimbabwe’s average turnover rate is 3,9% which is very low compared to the global figure of 21%. In India, often seen as the main hub for international call centres, the median quit rate is 20%.
Posted by Veronica Silva Cusi, news correspondent
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Published: Wednesday, November 4, 2015
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