Setting up a Contact Centre in Kenya - Introduction

It has been in the news lately. The fact that many call centre/ BPO operators are shutting down within months of inception. Of course they blame it on high bandwidth costs among other things, but listening to many contact centre owner/operators I have learned that the following are really the main reasons for shutting down.

• Lack of proper planning and preparation
• Unrealistic Expectations
• Lack of operational know-how

In the next few days, I will attempt to walk you through the steps of setting up a contact centre in Kenya (realistically), in a 4 part series titled: Setting up a Contact Centre in Kenya

• Planning and Preparation
• Site Selection and Equipment
• Legal Matters
• Processes and Procedures

I hope that this series will be beneficial to each one of you out there looking to set up a contact centre in Kenya.