Development of a BPO industry in Kenya : critical success factors; CSFs and policy recommendations

PowerPoint presentationThe presentation examines the business process outsourcing (BPO) subsector along with emerging and mature markets. Research findings provide a better understanding of the drivers of success in the BPO industry along with evidence to inform Kenya’s policy decisions and planning. The presentation outlines the scope and methodology of the study, research teams, and some of the findings and recommendations. An educational strategy towards building ICT-BPO skills requirements needs to be developed as well as amendments to the Employment Act