Profiting from the North African option

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Profiting from the North African option
Market Report, February 2005, 1836 €

Description

IntroductionThis report describes the North African contact center outsourcing industry.
It gives a broad market size and SWOT analysis.
Strategic recommendations pertaining to each national market follow.ScopeDetailed SWOT analyses of North Africa.Detailed discussions of Egypt, Morocco and TunisiaStrategic recommendations, including market penetration and positioning, and how best to profit from North African locations over the long termHighlightsKey drivers for North Africa include proximity, opportunities of penetrating new markets, and economic/political stability.
However, appreciating real estate in growing economies could erode savings over the long-term.North Africa's markets are aggressively pursuing outsourced contact center activity.
Clients can benefit from multilingual and technically-aware agents, as well as telephony infrastructure investment by public bodies.
In addition, many countries in the region offer generous incentives for foreign contact center investors.North Africa has generally been the offshore destination of choice for French-language customer care.
However, potential also exists for English and Spanish offerings, depending on the particular location.Reasons to PurchaseUnderstand the dynamics and growth potential for North African outsourcingLearn about hidden customer care opportunities in North Africa and how to profit from government incentivesIdentify the best location for specific western markets, and how to penetrate those locations.

Sommaire

TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY 3

Introduction 3

Market context 4

Strategic recommendations 5

CHAPTER 2 INTRODUCTION 11

What is this report about? 11

Who is the target reader? 11

How to use this report 11

CHAPTER 3 MARKET ANALYSIS – NORTH AFRICA 13

Introduction 13

Contact center outsourcing in North Africa 13

Geographic split 14

North Africa – SWOT analysis 16

Strengths 16

Weaknesses 18

Opportunties 19

Threats 19

CHAPTER 4 EGYPT 21

Introduction 21

Egyptian outsourced contact center activity 21

Egypt – competitive overview 23

Labor 23

Business climate 23

Telco focus 26

Call center growth 26

Competitive overview 27

National market specialization 27

CHAPTER 5 MOROCCO 29

Introduction 29

Moroccan outsourced contact center activity 29

Morocco – competitive overview 31

Expanding markets 31

Labor market 31

Urban development 33

Government support 34

Competitive landscape 35

National market specialization 35

CHAPTER 6 TUNISIA 36

Introduction 36

Tunisian outsourced contact center activity 36

Tunisia – competitive overview 38

Labour 38

Government support: 39

Competitive landscape 40

National market specialization 40

CHAPTER 7 STRATEGIC RECOMMENDATIONS 42

Introduction 42

Step one: determine customer needs 42

Step two: determine appropriate North African markets to handle western customer care 43

Step three: develop flexible solutions 44

Step four: develop long-term strategy 44

CHAPTER 8 APPENDIX 46

Definitions 46

Future readings 46

SPP writing team 47

How to contact experts in your industry 48

LIST OF TABLES

Table 1: North African outsourced agent positions, 2004 – 2009 14

Table 2: Egypt offshore outsourced agent positions, 2004 – 2009 22

Table 3: Selected outsourced contact center providers in Egypt 27

Table 4: Top offshore destinations serviced by Egyptian contact centers 28

Table 5: Moroccan offshore outsourced agent positions, 2004 - 2009 30

Table 6: Selected outsourced contact center providers in Morocco 35

Table 7: Top offshore destinations serviced by Moroccan contact centers 35

Table 8: Tunisian offshore outsourced agent positions, 2004 - 2009 37

Table 9: Top offshore destinations serviced by Tunisian contact centers 41

LIST OF FIGURES

Figure A: North African outsourced agent positions, 2004 – 2009 4

Figure 1: North African outsourced agent positions, 2004 – 2009 14

Figure 2: North African offshore outsourced agent positions by geography, 2005 – 2009 15

Figure 3: North African vs. selected western unemployment rates, 2004 17

Figure 4: Egypt offshore outsourced agent positions, 2004 – 2009 22

Figure 5: Key Egyptian economic indicators, 2002 - 2004 25

Figure 6: Egyptian stock index, 2000 - 2005 25

Figure 7: Moroccan offshore outsourced agent positions, 2004 - 2009 30

Figure 8: Tunisian offshore outsourced agent positions, 2004 - 2009 37