ISON to invest $20m in call centre operations

TO mitigate the challenges faced by customers through call centre operations in Nigeria, ISON Group, a customer experience management provider in Africa, Middle East and ASEAN region, has reiterated commitment to reposition the segment in Nigeria.
To this end, the firm, which planned to employ about 4,000 employees in these call centers will be investing additional $20 million in the operations this year.
According to the firm, ISON offers systems integration, managed services, BPO and strategic outsourcing solutions using end-to-end IT services, and has further reinforced its presence in Nigeria with the announcement of three additional Call Centres. It informed that its key clients in Nigeria include Airtel and AIICO.
The group registered in Africa and present in 25 sub-Saharan African countries, has also indicated interest in other service offerings through “ISON Technologies and Investments”. The firm claimed to have over 7,000 employees across 12 countries, in which 4,500 employees are in 10 countries in Sub-Saharan Africa.
The Global CEO of ISON BPO, Pravin Kumar, commented on their expansion in Nigeria thus, “Nigeria has a huge potential for growth and development, especially with the availability of strong, vibrant and talented workforce.
One of our visions for Nigeria is to up skill and develop local human talent thus enabling the country become an Offshore Call Center hub which will add significant value to our customers, internally and externally. It should not be difficult to create 25,000 jobs in one to two years in this space and generate export revenue of around $400 million in same. It can then grow from there.”
The company has committed to setting up four state-of-the-art facilities in Ibadan, Abeokuta, Ilorin, and Kano. The Company said it remains the largest BPO Company in Sub-Saharan Africa.
Some of the countries ISON BPO operates in include Kenya, Nigeria, Rwanda, Tanzania, and Uganda. In 2015, the company plans to add nine more centers with an additional 5,000 employees in this region.
Since its establishment in Nigeria, ISON claimed to have employed 1,300 people, of which 99 per cent are Nigerians. ISON Technologies is equally a Pan African Outsourcing player, providing end to end IT services and solutions across Africa, Dubai and the Middle East.
ISON Innovation and Investments (I3) focuses on driving consumer internet businesses in Africa. “Through this initiative, we embark on a new journey to help entrepreneurs from the internet fraternity.” Collectively, ISON Group has on ground presence in 25 African countries as well as the Middle East, and ASEAN regions. The ISON Group offers BPO services through ISON BPO.
The robust BPO services infrastructure is built on global delivery framework to deliver voice, non-voice and other knowledge process outsourcing (KPO) services through local presence and on-shore/remote support, leading to superior customer experience, highly satisfied customers and growth in business.
The services are offered to all business sectors including telecoms, retail, aviation, government, oil and gas, banking and financial services.