ISON Restates Commitment to Revolutionising Call Center in Africa

Emerging leader in IT and ITes in Africa, iSON Group, has indicated its commitment to redefine the Africa continent in the area of provision of quality call centers across the countries. To achieve this, the company is driving its strong presence with its establishment of call centers all over Africa. With a presence in 29 countries spanning 4 continents; Africa, ASEAN and the Middle East, the group is being positioned as a market leader in this part of the world.

The company is consist of three operating companies, iSON BPO which provides outsourcing services specifically in customer service experience management, iSON Technologies the systems integrator arm and iSON Innovation and Investment (i3), which is a recent initiative launched by the Group to drive consumer internet business in Africa.

In Africa alone, the organisation operates in 25 countries with over 10,000 employees operating in its call centers including Nigeria, Zambia, Ghana, South Sudan, Liberia, Uganda and Tanzania, with plans to build more facilities in the coming years.

Considering the global awakening to more cost effective solutions, Business Process Outsourcing, with specific regard to call center management, has become a cost effective solution to most customer centric organisations. Among other benefits, the beneficial of the services of call center provider will have a ready-made platform for employment generation for the rising number of employable youths, with basic IT training to steer them onto a gainful career path.

Speaking on the company’s approach to growth, chairman and founder of iSON, Mr. Ramesh Awtaney, said the group is simply responding to the law of demand and supply but in such a way that ‘supply’ in turn organically grows macro economies rapidly in all its host communities.

“This of course has a ripple effect on not just providing a much needed service to our clients and engendering youth development and capacity but also building and sustaining our communities while encouraging urban to semi urban job shift,” he stated.

As of 2016, it is believed that Nigeria accounts for over half the call center staff working for iSON across Africa. As a result of the rigorous training the company offers its staff, observers believe that they are highly valuable in other verticals they migrate to, thus reinforcing iSON as a strong platform for capacity engagement and building.

According to a recent statement issued by the company, its services a growing list of market leaders in their various niches. Some of the areasectors include; banking, insurance, financial services (BFSI), telecom, and hospitality. Others are; retail, government, health care and the fast moving consumer goods sector.

“The company offers its teeming customers all over the world various services such as analytics, customer experience management, voice process solution and CRM process solution,” the statement stated.