Kenya’s Potential for Service Sector Offshoring
Can Kenya become a compelling destination for service sector outsourcing and offshoring? Below are some factors which certainly provide tailwinds.
1. A Significantly Weakened Kenyan Shilling
Are Kenyan pay scales now becoming competitive with the established outsourcing giants e.g. India, Philippines, Poland, Bangladesh given the depreciated currency?
This economic factor could position Kenya as an attractive option for businesses aiming to optimise their budgets in an increasingly competitive global market.
2. Tech Savvy English Speaking Population
Kenya boasts a sizeable English- speaking population that is not only fluent in the language but also tech-savvy.
This pool of talent is a valuable resource for organisations looking to outsource IT support services, including call centres, helpdesk and technical troubleshooting
The combination of language proficiency and technological acumen positions Kenya as an ideal partner for businesses seeking skilled professionals to enhance their service delivery
3. Deep Customer Service Expertise Embedded Through An Established Tourism Industry
The hospitality sector has honed the nation's customer-centric approach, creating a workforce with excellent interpersonal skills and service-oriented mindsets. Can this professionalism be made transferrable to other sectors?
4. Timezone Alignment To Global Business Hours
This alignment facilitates real-time communication and collaboration between businesses and their outsourcing partners.
The timezone advantage ensures that critical processes, especially in IT support and customer service, are conducted efficiently without delays or need for cross regional hand-offs, enhancing overall operational effectiveness.
Navigating The Competitive Landscape
Kenya can offer a fresh perspective to the established outsourcing players given factors above
There are plenty of headwinds to navigate with evolving local regulations and rules but becoming an outsourcing destination of choice may be a saviour for many skilled graduates who would otherwise struggle for employment
Prevalence of online marketplaces for services e.g. Upwork, Fiverr and others makes its easier for freelancers to provide their services to an international clientele base