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BPO Facility Best Practices for

Sustainability

Evan Jones

Ghana as Africa’s Preferred BPO Destination

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1. Cost or Profit

2. Technology

3. Risk & Compliance

4. People

5. Facilities

5 Areas for Best Practice & Sustainability As a potential buyer of BPO Park services….what would I be looking

for??

Evaluating(In

Balance)

Cost

Performance

Risk

A sustainable BPO park value proposition must go beyond just infrastructure and technology

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Cost & Profit

At the end of the day…a tenant will assess their cost and profit benefits

1. Incentives and subsidies

2. Economies of scale through shared infrastructure

3. Preferred suppliers

4. Preferential procurement

5. Financial flexibility People;

70%

Tech, 15%

Facilities ; 15%

BPO Park operators should have a deep and sophisticated commercial understanding of a tenants financial drivers

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Technology

Desktop & Network Telephony/ Platform Connectivity

Unpacking a tenants technology requirements:

1. Different tenants have different technology requirements

2. Requires reliable and responsive support

3. Any downtime = loss of billable revenues

4. 9/10 tenants will have multiple sites…the park will in all likelihood be a “branch”

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Risk & Compliance

1. Technology

2. Data

3. Physical Environment

Relevant to local and international tenant requirements: Country, Sector, Company

Processes Standards Legal

Not meeting minimum standards can result in loss of opportunity for the BPO park

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People

1. Sustainable sourcing practices – generate new talent pools

2. Prevent, at all costs, poaching of staff across tenants

3. Attrition for any tenant = loss of revenue/ increased cost

4. Promote collaboration and standardization between tenants 1. E.g. parity in salaries and benefits, protocols and policies between tenants

5. Skills development and training – Agents and middle management

Retention

Retention

Retention

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Facilities

1. Tenants brand and culture

2. Health & Safety Standards

3. Disaster Recovery & Business Continuity

4. On-Site support

5. Staff amenities – transport, canteen etc

6. Scale-up/ Scale-down/ incubation

Improved working environment for staff = Better Retention

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Great place to work for people, flexible for your tenants

Collaboration and standards – Retention, Retention, Retention

Understands the criticality of compliance

Provide flexibility and assured responsiveness

Have sophisticated understanding of a tenants financial drivers

Closing thoughts on providing a sustainable offering

Cost & Profit

Technology

Risk & Compliance

People

Facilities

Sustainable Dom

estic &

International BPO

G

rowth

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Thank You

Questions

Ghana as Africa’s Preferred BPO Destination