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Cellphones cause call centre boom for banks in Africa
The banking sector in Africa, particularly in Nigeria and Kenya, are implementing call centres for the first time. It is interesting to consider why they are doing this now, when banks in South Africa and other parts of the world embraced the call centre revolution 10-15 years ago.
Nigeria and Kenya's growing economies and relative stability provide part of the picture, but another important factor is that African consumers are more connected. They are looking for new ways to contact their banks, rather than by visiting a branch.
The explosion in cellphone adoption in Africa has seen a rapid increase in contact centres for network operators. Because of this, consumers are accustomed to connecting with their cellular service provider over the phone, and are calling for the same level of sophistication from other services like banks.
