Contact centres to create jobs in emerging markets

Sci-Napse is supporting entrepreneurs to build new Contact Centres, with the backing of a pan-African telecom service provider

At Sci-Napse, we are passionate about the realising the economic growth and job creation potential offered by information and communication technologies, especially through development of small businesses.  Our typical implementation model in this space involves working with large corporates to provide business acceleration or incubation services to entrepreneurs in fields such as internet connectivity, education and technical skills development.

Our latest project aims to build out a network of Contact Centres across selected African markets which will provide services to operators and large corporates, ultimately creating new employment for hundreds of young people.

The growing penetration of fibre optic networks into areas without affordable broadband connectivity means that new Contact Centres are now viable in areas where it would previously not have been possible due to bandwidth constraints.

Sci-Napse has partnered with a pan-African telecom service provider whose humanitarian foundation identified the promotion of new Contact Centres as part of their corporate social investment programs.

We are providing project implementation support to the funding partner and business acceleration support to the selected entrepreneur in the following areas:

  • Partnering with hardware and software vendors who share our developmental objectives;
  • Preparing business plans to support fundraising activities; and
  • Market positioning to respond to changing customer requirements as a result of COVID-19 and other market trends.
Each Contact Centre will offer inbound and outbound service, extending beyond voice to include email, website queries and other communications channels. These facilities are equipped with state-of-the-art technology, from the brand new telephony and computing infrastructure to call handling systems to optimise workflows and call centre agency efficiency. They will also offer integrated CRM capabilities and best-in-breed voice recording systems for regulatory compliance.

Building Contact Centres is no simple matter, but with great partners and hard work this project will elevate these entrepreneurs and showcase how we can build sustainable businesses in emerging markets. The ultimate goal is to operate profitably, whilst also creating new employment opportunities for youth and paving the way for more great projects.