Rajesh Chaplot Gives Insight on The Future of Call Centers, AI, and BPO in Africa

Rajesh Chaplot Director at Cameo TechEdge speaks with the MarcoPolis team about the future of call centers, AI and BPO in Africa.

“We focus on efficiency of staff. In our industry, cost depends upon efficiency. We ensure that efficiency is at the highest level by training our staff and keeping them motivated so our operational cost is low. There is always a bidding process with the multinational companies with whom we work. We take care of the staff’s efficiency, and keep turnover at a minimum to reduce the cost of operation. We are happy that we are within the acceptable range. In Africa, I would say, and in other parts of the Asian world, staff turnover is more than 10 – 15 percent. We keep it below 5 percent, and try to maintain that as much as possible.

Personalized services are our USP. We are available 24 hours a day for our client. We do not shut down our telephone lines after 5:00pm. Even the highest-level managers, even directors, are available to our clients 24/7. We also have 24-hour technical support from our Indian partner, who has a much bigger call center and BPO in the southern part of India. From there, they offer us 24-hour technical support whenever we need at any point of time. I would say 90 percent of the staff are locally hired because in the call center and BPO, you need local staff to take care of local customers” says Rajesh Chaplot.

About Cameo TechEdge

CameoTechEdge is a leading business process outsourcing (BPO) company with operations across Uganda, DR Congo, and Tanzania, specializing in call center solutions, KYC services, document warehousing, and digital transformation. With a focus on customer satisfaction, the company partners with telecom and multinational companies, providing 24/7 support and locally sourced staff to enhance operational efficiency. CameoTechEdge is at the forefront of adopting emerging technologies like AI and IVR systems, ensuring its continued leadership in the Central African market.

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