Emvigo Technologies &

Monthly QA Report –November 2019

(Inbound, Outbound, Retention & E-care) Uganda
KPO/BPO Services

NITA – U
INDEX

ABOUT EMVIGO

WHY EMVIGO

ABOUT BPO

ABOUT KPO

Why UGANDA

QUESTIONS & CONCLUSION

About Emvigo
Emvigo Technologies & BPO services is a leading technology company with a 360-degree
approach to deliver the latest & quality solutions.
Mission
Building value proposition as a client partner rather than a service provider with the ability
to provide customized delivery solutions based on the requirements and enabling process
improvements using industry benchmarks and standard quality processes.
Vision
We aim to become the best globally trusted BPO/KPO, IT/ITES service provider in the
African region.
Philisophy
We pride our selves in optimal service delivery with excellent skills in development & design
Why Emvigo

Location – Strategically Located in Industrial area . Easily accessible. Bank located in

ground floor wih tight Security and Safety . Medical Clinic on the 2nd floor
Cost Of Operation – Low Overhead and running cost due to location without
compramising on key factor of Talent , Clean power and Internet .
State Of Art – Best equipment and state of art technology . We have built a busienss
structure that runs smoothly and allow us to achieve our goals and client objectives .
Talent Availability – We hire the right talent who are qualified and competent . Organised
recruitment methodology for new joinees and internal Promotions with transparent 3 levels
Of tests . A recorded exit Interview for transaprency and to gain employee’s trust .
We also ensure that our staffs get the right training that will not only enhance their skills
but boost productivity for us as well. Soft Skills , Maths and aptitude test .
Well Being – We provide a conducive and work friendly environment for our employees so
that they will be able to focus on work and avoid attrition. This is through organizing weekly
sports , twice a week aerobic session and other extra-curricular activities and boot camps.
Renumenaration - We ensure that our employees are well paid and have the best welfare
structure among similar start-ups such as ours in the industry. We know how this can boost
their work output and so are willing to ensure that they remain motivated.
Why Emvigo
Least risk of Operation - Constant power supply; We operate on 3 Phase electricity and our
premises is also well installed with a auto switch generator. In addition we have power backup
inverters in the contact center to avoid any power interruption which can take up to 8 hours.
Being in the Industrial area we incur the lease power outages.
Business continue plan - All our employees stay within the nearby areas which make it easy
for them to access the office if there is a total lockdown resulting into ban on public transports.
Thanks to the lessons learnt from 2020 Lock down.
Flexibility – We are flexible and we can easily adopt changes brought up by clients at any time
through mutual agreement. Our Usual turn around for such instances is 48 hours and
1 week for newer product campaigns . Thanks to the filtered recruitment process .
Rewards and Motivation – We give Cash awards and gifts to best 1st and second performers in
each campaign. Cake Cutting for the Month babies every 15th . Pizza Party esp month with
exceptional perfomance .
IT – We have 2 Server rooms in 2 floors with clean power , Smart UPS , Over head and under
ground fibre , SIP and E1 connectivity .
Gallery
GALLERY
 About our BPO Capacity
BPO Capacity- In 2017, we launched in Uganda as a BPO company and over the years
we have grown to be the best BPO company in Uganda hosting over 5 calls centers of
6 multi national companies developing CRM solutions for banks, and employing over
300 people directly, these including agents, management, and support staff.
Growth Prospects- In 2020, we decided to venture into KPO. This has seen
tremendous growth over time due to various opportunities in Uganda including but
not limited to;

1.The vibrant conducive investment environment that enabled growth of industries

like the insurance, banking and security sector. These are the main clients with in the
KPO industry.
2.The rich talent pool around in Uganda
3.Our training methods that enable new entrants to get up to task much faster
4.A virgin market for KPOs in Uganda. This is because there are not so many players in
the KPO industry in Uganda yet the opportunities are there.
5.Expert and strong dedicated team at Emvigo Technologies.
 Meaning of KPO
Knowledge Process Outsourcing- Is a form of outsourcing in which knowledge
related and information related work is carried out by workers in a different
organization or by a subsidiary of the same organization or in an offshore location to
save cost.

As a typical KPO business entity, Emvigo provides typical domain – based processes,
advanced analytical skills and business expertise.

Overview of KPO –
•Process transparency is a major barrier to using KPO services

•KPO is a continuation of BPO , though with rather more business complexity.

•The defining difference is that KPO is usually focused on Knowledge Intensive

Business processes that require significant domain.

•The profile of people hired to serve with in KPO service companies are more diverse
than just being drawn from technical IT services – these are people with MBS,
Medical, Engineering, design and other specialist business skills.
 Cont’d…
The central theme of KPO is to create value for the client by providing business
expertise rather than process expertise.

KPO emphasizes on business expertise. KPO indicates a major industry shift, away
from execution of standardized processes to carrying out the highly complex and
customized processes that demand advanced analytical and technical skills as well
as decisive judgement

KPO is about “intellectual arbitrage”. This differentiates KPO from Business Process
Outsourcing (BPO), both of which emphasize cost arbitrage. KPO is characterized by
niche offerings, highly skilled staff and a relatively small scale. It cuts into the
traditional “core competencies” of many organizations.

Currently, the KPO market size is estimated to be around $5.5 billion and the sector
is growing by about 15-17 per cent so its only essential for Uganda to tap into it and
as Emvigo Technologies and ready and strategically positioned to lead from the
front.
KPO Over view
 Types of KPO Services
As Emvigo, we have been able to offer different types of KPOs over the past years
which has enabled us to harness the talent at our disposal in this country, Uganda.
With the high rates of educated youth, we have been able to employ over 300,
among which have Lawyers, masters, PhDs, Doctorates, etc. which has enabled us
to increase the level of employment among the youth. Below is the list of some of
the KPO services offered;
1.Investment research services( Equity, fixed income, credit and quantitative
research).
2.Data Analysis
3.Market Research Services
4.Marketing and sales support
5.Legal Process outsourcing.
6.Patent research services
7.Business operations support, analytics and management.
8.Remote logistics services and procurement.
9.Human resource research and analytics.
Types Cont’d….
Benefits of KPO…
 Cont’d….
Benefits –

Cost reduction – Companies can save significantly as much as 40 – 50% by outsourcing work
to KPO companies.

Shortage of skilled employees.

Provides a largep ool of highly professional staff like lawyers, doctors, PHD and Masters
graduates at substantially lower cost

It helps to boost employment hence leading to the growth of economy. This is done by giving
jobs to fresh graduates in KPO industry.

Provides flexibility in terms of HRM and time management.

However much there are many benefits associated to KPO, there is a significant number of risks
involved that companies out to look out for and that we have addressed at Emvigo. They
include;
Risks associated with BPO..
 WHY UGANDA..
Why? – There is a gradual shift from
BPO to KPO in most countries which
is gradually changing the dynamics
of the work outsourced. Currently
in Africa, South Africa leads in KPO
services with several multi national
companies preferring due to the
publicity given to the KPO/BPO
industry.

However on the look of things,

Uganda has an upper advantage
over any other African country if we
give more publicity to the KPO
industry and this is due to the
following reasons;
 Cont’d…
Why? –
1.Talent pool availability: Since KPO services focus on processes with a high degree of
complexity, highly skilled professionals with a strong educational background and sound
experience in a particular domain, technology, industry or specialty are required. This factor
places Uganda in a favourable position as it has a large educational ecosystem, which helps in
creating a substantial base of professionals. Uganda has about 32 Universities and 20 colleges
which produce large number of graduates per year(30,000)

2.Cost Arbitrage: Cost arbitrage is the prime factor for the emergence of outsourcing. Cost
savings of 40-70 per cent can be achieved by outsourcing/offshoring knowledge-intensive
work. This comes in terms of labour, rent, electricity etc because as a country, most of these
are slightly lower than other countries hence giving us a bargaining advantage.

3.• Infrastructure: Over the last 15 years, the Uganda government has invested heavily in
development of infrastructure which include mainly roads. This a key aspect in growing the
KPO business in the country as it facilitates faster movement of key professionals involved in
disseminating the service and also interests clients in investing in the country.
 Cont’d…

Why? –
4.Government Support: The Ugandan Government has been proactive in providing support
to the ICT/KPO/BPO industry. The liberalisation of policies, establishing agencies like NITA
that directly work with the key players, providing tax incentives to investors, development of
industrial parks, introduction of ICT as a module in secondary education etc., are some of the
prominent benefits that the Government extends to the ICT industry. Moreover, new
policies and guidelines are issued involving and in consultation with industry experts to be
able to facilitate the operating business environment.

5.English language skills: Ranked as the best English speaking country in Africa, Uganda has
the largest English-speaking population in Africa with more than 90% of the total population
able to communicate and understand each other effectively using English. Knowledge of the
English language is a key differentiator for Uganda when compared to other outsourcing
destinations such as South Africa and Kenya.
 Cont’d…
Why? –
6. Ideal Time Zone Difference: Located along the equator, Uganda is not affected with any
bad weather conditions that disrupt day to day operations. Also, A 3 - 12-hour difference
between the Uganda and most European countries time zones helps Ugandan players to
provide extended business services to clients. This leads to favourable situation, which
enables better workflow management. This further means that operations can run 24 -7
without any disruptions.

7. Extensive Experience in Forging Strong Client Relationships: In KPO, a client is involved in

the entire execution process. Thus, a robust client relationship is the key to the success of
KPO services. In addition, a strong relationship ensures quality delivery by integrating the
client’s know-how throughout the process. As a KPO player, we were quick to realise these
points and have imbibed the best practices involved in building client relationships.
 Conclusion

In Conclusion

As Emvigo Technologies Africa, we are grateful for the once in a life time opportunity
presented to us to show the ability of Uganda in the BPO/KPO industry to the rest of the
world.

Uganda has all it takes to become the leading provider of BPO/KPO services in Africa if given
a priority like the one being provided at the Dubai Expo.
If given the opportunity to go and show our ability, we believe that we are best suited to
represent the country and the BPO/KPO industry at large.

Thank you.
 ANY
QUESTIONS
 Emvigo BPO

Thank
You!!!