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Home > Research > Outsourcing > ResearchItem
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Telecommunications and ICT Development In Ghana: Lessons From Two Call CentersInformation and communication technologies have become, an increasingly important part of today’s global economy. Businesses and corporations have moved beyond their borders to the
international arena in order to find progressively more efficient techniques to run their operations. The
continent of Africa is viewed as the future site of out-sourcing operations, with South Africa leading the way and Ghana a close second. We studied the call-centers of Ghana, which is the capital city of Accra;
to assess the current benefits and disadvantages the individual employees, companies, and Ghana as a
nation are experiencing. We constructed personalized surveys and conducted individual interviews with
224 Ghanaian call-center employees from two growing companies in Accra: ExZeed Companies Ltd. - an
affiliate of Ghana Telecom, and Rising Data Solutions. Collecting both qualitative and quantitative data
from the employees, results were analyzed and conclusions were made concerning the ITES-BPO
industry as a whole.
Our results showed that there are a number of reasons why call-centers are good for Ghana. Call-centers provide a fair salary, breaks, meals, benefits, and a safe environment for all of its
employees. However, there were a number of reasons for concern in focusing on the future of the ITESBPO
industry with the establishment of more call-centers. While call-centers provide a fair salary with
benefits for their employees, many of these call-center agents have university degrees with a hope to one
day utilize their diverse educational backgrounds. Our results showed that a majority of the employees see themselves in a different job after three years. Therefore, while call-centers act as a good stepping stone,
in order to maximize the full potential of the citizens of Ghana, more challenging jobs within the ITESBPO sector should be established to utilize the full potential of the many educated citizens of Ghana.
----------------------------------- Justin Bukartek, Ron Feingold, Ryan Patterson, Joshua Walker
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