Tuesday 2nd March 2010

The drive by business process outsourcing firms to capture clients in the financial sector could get a boost from a policy change expected to come into force soon.
Lack of a data protection law to assure players in the financial sector of the safety of their corporate information is one of the major factors that have made banks to prefer handling their customer services internally.
Eric Nesbitt, the operations director at KenCall, a call centre, confirmed that outsourcing may sometimes be more expensive compared to internal operations.
He said that in such cases, other value added benefits of outsourcing are what would woo clients.
“Companies that outsource cut on staff numbers while remaining with their areas of core competencies which helps boost their productivity and profitability,” he said.
Mr Nesbitt observed that the whole issue of major companies choosing not to outsource is probably because of the new outsourcing experience in the country.
With time, he said the sector’s credibility will rise and this will enable it to tap more business from companies in the financial sector.

Article By Victor Juma for Business Daily East Africa

---