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Botswana BPO and Call Centre Report and Industry Stimulation Plan
In a continued effort to find substantial ways to position Botswana as a world class BPO and Call Centre location, the Botswana IFSC engaged Merchants South Africa to do a BPO/Call Centre study and Industry Stimulation Plan. This extensive industry study made an assessment of the current landscape in the BPO/Call Centre Industry in Botswana and workable recommendations have been presented. The findings highlighted industry challenges such as high telecommunications costs as compared to other BPO and Call Centre destinations worldwide. The following are some of the recommendations derived from the study. “In summary Botswana needs to create a credible offering and support it with skilled and trained staff. In addition, a cost effective and robust Telecommunications offering ought to be developed and be built as part of a value proposition that includes incentives and benefits for establishing and running an Outsourced Call Centre Industry offering”. A strategic BPO and Call Centre industry stimulation plan has also been formulated and submitted by Merchants and will be set in motion immediately. The aim is to grow the local BPO and Call Centre industry in order to attract Foreign Direct Investment. Based on the Botswana BPO and Call Centre Report and Industry Stimulation Plan, the Botswana IFSC has commenced works to build a robust BPO and Call Centre Sector value proposition to use as a tactical tool in the acquisition of global and regional business. Arrangements to share this groundbreaking report with the industry stakeholders are under way.

Skills Development in the BPO/Call Centre Industry
a market in the financial sector for a large range of services including Business Process Outsourcing (BPO) and Call Centers. This sector has been growing rapidly globally and Botswana has a continuing opportunity to increase its market share of this global industry. The study estimated that ICT supported business process outsourcing (BPO) alone could create between 15,000 and 17,000 jobs. In driving the success of the sector, the Botswana IFSC aims to attract Foreign Direct Investment (FDI) and position Botswana as a competitor in the global markets, to compete with markets like India and South Africa. A growth opportunity is also envisaged for the industry in offshoring to international customers, mainly English speaking markets of the US and UK.

Jason Goodyear (Outsourcing – UK), Alan Boshwaen (Botswana IFSC) and David Cropper (BAC)

The Botswana IFSC in conjunction with Botswana Accountancy College (BAC) and Ministry of Education (MoE) have embarked upon an ambitious project to train up to 2000 young Batswana in an internationally recognized BPO/Call Centre qualification. This comes in recognition of the need for a well trained workforce to support the BPO/Call Center industry. Moreover, the recently completed study by Merchants South Africa has recommended that Botswana needs to support the industry with skilled and trained staff in order to create a credible offering when attracting investors. The program which has been approved by the Botswana Training Authority (BOTA) will be delivered by the BAC. The course,

BTEC, is accredited to Edexcel, a UK national qualifications Standards Authority. The program has two broad aims. Firstly, the qualification will empower young Batswana with skills that can be used both in the BPO sector and in general customer service. Secondly, by providing an internationally recognized BPO and Call Center qualification, there is an increasing pool of readily available prospective employees, thus minimising the cost of business for investors by reducing time and expenditure that would be invested in elementary customer service training. A study conducted in 2004 by Accenture on behalf of the Botswana IFSC identified an opportunity for Botswana to develop

Orinoco Call Centre



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