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SUMMARY
This research service provides a comprehensive overview of the Kenyan call
centre market by presenting the size and expected growth rate of the call
centre market, the structure of the call centre industry based on business
models, vertical sectors and services provided and an overview of the business
and regulatory environment. The status of the technology and infrastructure
for the market is analysed and the challenges, drivers and restraints in the
call centre market are identified. These are used to forecast its future
growth in terms of revenues, agents and number of call centres. The structure
and nature of the competitive environment as well as the future market trends
and potential for new entrants are investigated.
TABLE OF CONTENTS
Executive Summary
Research Objectives, Scope and Methodology
- Research Objectives and Scope
- Methodology
- Methodology: PESTLE Analysis
- Methodology: Definitions
- Methodology: Segmentation
Analysis of the Kenyan Call Centre Market
- Introduction to Kenya
- PESTLE Analysis
- Introduction to the Kenyan Call Centre Market
- BPO Sector Overview
- Contact Centre Market Overview
- Value Proposition
- Market Structure
- Market Engineering Measurements
- Market Dynamics
- Industry Challenges
- Market Drivers
- Market Restraints
- Market Size and Growth Forecasts
- Call Centres Forecast
- Agents Forecast
- Revenue Forecast
- Market Life Cycle Analysis
- Competitive Analysis
- Competitive Landscape
- Competitive Environment
- Potential for Market Entrants
- Market Analysis
- Service Type Analysis
- Vertical Sector Analysis
- Business Model Analysis
- Technology and Infrastructure Overview
- Technology Value Chain Analysis
- Cost Analysis
- Set up costs analysis
- Operating costs analysis
- Competitive Profiles
- UUNet
- Panamax Infotech Limited
- Mbagu enterprises
- Kenya Data Networks
- KenCall
- Sky-web Evans
- Future Market Trends
- Conclusion
List of Key Industry Participants
About Frost & Sullivan
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