Despite industry challenges, the rising consumer demand from developing industry sectors will drive exponential growth in the Nigerian contact centre market. The outsourced contact centre segment, e-mail and SMS services and the health and medical organisation (HMO) and the public sectors are expected to become key areas of market growth from 2009 to 2015.
New analysis from Frost & Sullivan finds that the Nigerian contact centre market earned revenues of $8.29 million in 2008 and estimates this to grow more than tenfold by 2015 to reach $114,45-million. The application segments covered in this analysis are vendors and system integrators.
"Nigeria is an emerging economy and the most populous country in Africa," says Frost & Sullivan ICT Analyst Jiaqi Sun. "The booming telecommunications and banking, financial services and insurance (BFSI) sectors are driving the demand for contact centre services, while competitive labour cost structures are attracting offshore operations."
Frost & Sullivan anticipates that the government will introduce incentives and regulatory frameworks by 2013. This will also coincide with improvements in infrastructure that will boost the market.
The main challenges faced by market participants include a poor telecommunications infrastructure and limited commercial power supply. Moreover, there is no specific industry association to regulate the market.
"The limited availability of commercial power supply increases operational costs," explains Sun. "Insufficient bandwidth also inhibits the growth of contact centre services. The key factors to succeed in this market include enhancing the quality of customer services, seeking alternative means of power supply, and initiating employee training programmes."