BPOs seek improved skills and certification

Published on 11/01/2009

By Michael Ouma

In a move aimed to establish and enforce internationally recognised certifications and skills in the industry, the Kenya BPO and Contact Centre Society (KBPOCCS) has announced the completion of the development of a Training Competency Framework (TCF).

The framework, developed by the KBPOCCS’ training committee and which is to be launched in the first quarter of 2009, has been aligned with existing international competency frameworks.

In a statement outlining the KBPOCCS’ achievements for the year, the society’s Chief Executive Joseph Ochola, says that the framework “will not only act as selling point for Kenya, both among local and international players, but will position the society as the first stop for information concerning accredited training institutions and human resource capacity in this sector.”


To achieve its objectives, Ochola says the TCF intends to carry out various activities. These include developing a draft training framework for Kenya adapted from internationally recognised certifying bodies, holding a three-day retreat to review the draft TCF and provide input and to review the curriculum currently being offered by BPO and contact centre training institutions in Kenya and attempt to align this with the draft Kenya Competency Framework;

Before the official launch of the TCF, the KBPOCCS is to develop a strategy for marketing the framework to the BPO industry stakeholders, develop a TCF enforcement strategy in conjunction with the Ministry of Higher Education and conduct impact assessments.

Skills assessment

The society would also conduct an assessment of Kenyan organizations to find out the skills and knowledge required for employees to excel in this industry as well hold 2 public forums targeting the youth (seeking training) and employers, to educate them about the TCF and present a list of institutions offering certified courses. This would be followed by the development of a database of certified personnel, in conjunction with accredited institutions.

The society has drafted a three-year marketing and public relations strategy to position Kenya as a preferred outsourcing destination and give it a competitive edge over other outsourcing destinations. Another achievement, says Ochola, was the KBPOCCS’ launch of the “Outsource2Kenya” brand, which is to be used in marketing communications and to provide an online platform for the local outsourcing industry.

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