MAGAZINE

The Learning Desk
VOL 1 FEB/ 2024
A CHANCE WITH
CHANCE
Explore the essence of our
company with Mr. Chance
in this edition – 'A Chance
with Chance.' Discover
stories that resonate with
our journey, successes,
and the spirit that defines
CCI Kenya

Contents
Tatu City
Cover photo: Evans Abuti
Head of TLD: Robin Njuno
robin.njuno@ccisouthafrica.com
Senior Editor: Christine Muiruri
christine.muiruri@ccikenya.com
Content Developer: Natasha
Otieno
natasha.otieno@ccikenya.com
Art Director/ Illustrator: Justin
Ochieng'
justine.ochieng@ccikenya.com
Advertising: Nuru Ryanga
nuru.ryanga@ccikenya.com
Print: Natasha Otieno & Justin
Ochieng
CCI Global's shift to Tatu City reflects sustainable
expansion, job creation, and a commitment to
eco-friendly practices, symbolizing progress and
innovation in collaboration with Rendeavour's new
cities in East and West Africa.
Meet The New MD
Embark on a journey into CCI Kenya's
leadership with an exclusive Q&A featuring
Managing Director, Mr. Christopher Chance.
Explore his insights, challenges, and the
dynamic developments shaping the BPO
powerhouse.
Monday Mindset
Editor's Note
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Robin Njuno
Elevate your mind with our Monday Mindset
series. Uncover leadership wisdom from past
segments, setting the tone for your week. Let
Monday Mindset guide you through the
challenges and triumphs ahead.
BPO Trends
to Watch
Keep your finger on the pulse of the BPO
industry. Explore the latest insights and
emerging trends shaping the landscape of
business process outsourcing.

SPOTLIGHT
“
CCI's new
facility
expected to
generate
over 4,000
job
opportunities
for Kenyans
”
Tatu City
A New Horizon in Tatu.
In a momentous stride towards sustainable
expansion, CCI Global, the foremost international
contact center operator in Africa, is poised to
make Tatu City the home of its future endeavors.
This strategic relocation, slated for completion in
Q1 2024, is made possible through the
collaboration with Gateway Real Estate Africa
(GREA), a preeminent private development
company specializing in turnkey construction.
The move to Tatu City promises to be a catalyst
for job creation, with CCI's new facility expected
to generate over 4,000 job opportunities for
Kenyans. The development, a custom-designed
five-story tower by GREA, is tailored to
accommodate CCI's unique requirements,
incorporating training facilities and a dedicated
career center for new employees.
Growth Trajectory
Having made its mark
in the Kenyan market
since 2016, CCI's recent
surge has seen its
highly skilled workforce
grow to over 2,000
agents in the last 12
months. The Tatu City
facility aims to meet
the thriving demand,
doubling the
company's capacity to
more than 4,000 seats.

A
Beacon
of
Sustain
ability
CCI's services in Kenya
cater to renowned
international brands,
specializing in
outbound, inbound,
and webchat multichannel
contact center
operations. The move
aligns seamlessly with
the company's
unwavering
commitment to
operational excellence
and quality assurance.
The Grade A office
building, featuring five
floors and two levels of
underground parking,
will anchor Tatu
Central, the bustling
business district of Tatu
City.
CCI's future home
exemplifies a
commitment to
sustainability,
incorporating ecofriendly
materials,
energy-efficient
systems, and a design
that maximizes natural
light. This aligns with
the global trend of
businesses shifting
towards decentralized
environments that
provide
comprehensive livework-play
solutions for
employees.
As CCI embarks on this
transformative journey,
the move to Tatu City
signifies not just a step
towards business
growth but a
testament to its
dedication to
employee welfare and
the creation of a
sustainable work
environment. The CCI
office at Tatu City
stands as a beacon for
a vibrant future,
encapsulating
progress, innovation,
and responsible
development.

Q&A
The
I
Christopher Chance.
n the world of call centers
and BPO, one name
stands out: Mr.
With over two decades of
expertise, he leads CCI
Kenya through challenges
and exciting developments.
Get ready for insights as we
explore the BPO powerhouse
under his guidance.
Q1: Could you kindly
introduce yourself and your
role at CCI?
Absolutely! My name is
Christopher Chance but
some people call me Chris or
Chance. As the Managing
Director for CCI Kenya, my
role touches on both
international and domestic
operations that exist at
Garden City as well as those
at Tatu City. It is an exciting
and challenging position that
calls for a holistic
understanding of our
business landscape.
Q2: What inspired your entry
into the BPO industry and
CCI?
The BPO industry has been an
integral part of my
professional journey,
spanning an awe-striking 24
years, half that time has been
in corporate businesses, and
half that time has been in
BPO. I’ve also previously
worked at CCI. It was a
strategic move for me to rejoin
CCI in Kenya and the fact
that it had a stellar reputation
over the years as a great
company also played its part.
But more essentially, I would
be contributing to its growth
story by leading a
CHRISTOPHER CHANCE
talented team of people
attracted to this job.
Q3: Can you brief us about your
activities on a normal working
day?
Every day is a bit of a school day
for me right now, because I'm
learning so much every day. So
there's no two days are ever the
same in any BPO for anyone.
However, at this moment in time,
it's lots of introductions and lots
of investment and time for
people to find out what we do,
how we do it, and who we do it
for. So it's pretty crazy, because it
covers obviously, both domestic
business under international
business, which means
sometimes the days, start early
and finish late, and then start
early again.
Q4: Describe your management
style in three words.
Transparency, organized, and
fun are what I describe as my
management styles. I have a
very open-door policy. And I'm
very transparent. I think it's
important to do that, especially
in our business, to be open and
honest with each other daily. The
second leadership style, I would
say is organized. As you’ll
see from my notebook, I
have lists, I have checks,
and need to be organized
in my day-to-day
activities. And the third
one is fun. I generally
think that we spend a lot
of time with each other,
and a lot of time in our
business. And I like to
make sure that I like to
have fun whilst I'm doing
what I do as well.
Q5: What do you do in
your spare time?
Excluding the
professional activity that I
consider a hobby as well,
I like fitness, especially
CrossFit. It isn't about
being a CrossFit pro
necessarily, but instead
enjoying the experience
and finding new
challenges amidst it.
Besides this, my interest
also spans football,
badminton, and a
renewed interest in Golf
which I am revisiting after
many years as well.
Q6: What's your favorite
part about being a
leader at CCI?
My favorite part is the
chance to write our next
chapter together. I see
my role as that of a
captain who has been
entrusted to steer the
ship to new horizons. The
commitment is not just to
maintain but enhance
the legacy handed over,
ensuring when I pass on
the reins, CCI stands in an
even stronger position. It's
a responsibility I take very
seriously, and every day

is an exciting challenge
on how to contribute
towards the company's
ongoing success. It
throws you a curveball.
Q7: What have been
some key challenges
that have presented
themselves along the
way as you've rocketed
on this path of rapid
growth at CCI?
Absolutely, it's been truly
fantastic, but with it
comes challenges. With
the current growth at
such a rapid pace, we
are facing challenges in
having people take up
unfamiliar roles. Ensuring
the success of these
individuals entails giving
them the right skills and
tools. With opportunities
bombarding us from
one moment to the
other, there has also
been the need to
organize ourselves. The
challenge is to create a
transparent and fair
process both for the
employees who grow in
their roles and for those
who look for new
opportunities -
something we're
currently refining for
better alignment.
Q8: What are the key
challenges of
communication within
CCI, considering its
vastness in operation?
To be honest.
Communication is a
challenge in having such
a vast business across
locations, campaigns,
and time zones.
Cracking this to establish a free low
of communication will be either of the
top most priorities Key in the process
is leveraging our current team
as well as looking into innovative
communication tools. That is
what we are currently
challenging to ensure leadership
updates get to the core places of
our business landscape that's
vast.
Q9: Could you kindly shed some
light on CCI's operations
considering its domestic and
international reach?
Operating domestically and
internationally, CCI caters to
around 31 to 32 different accounts
managed from these units. With
a strength of over three and a
half thousand people, our daily
business includes serving
customers spread across the
domestic markets, the UK, the US,
and Australia. We need to keep
investing in our scale of operation
continuously, in order to remain a
cut above in the delivery of
seamless services.
Q10: What is it according to you,
the strategies that will put CCI
upfront in the BPO industry?
As we look to become the largest
employer in this region, staying
ahead on our engagement with
the workforce becomes of
paramount importance. Our
people are our biggest asset it is
critical that we engage them
effectively. Some of the initiatives
like our engagement survey
became important. Analyzing the
results will help us amplify what
goes well and rectify areas that
need to be better. Our
commitment is to the
engagement of
employees and a supportive
culture, which is how we expect
to keep ourselves ahead of the
industry.
FAN
FACT
"
I see my role as
that of a captain
who has been
entrusted to steer
the ship to new
horizons. The
commitment is not
just to maintain but
enhance the legacy
handed over,
ensuring when I
pass on the reins
CCI stands in an
even stronger
position.
"

Q11: At a personal level, how do
you keep connected to the
day-to-day running of the
organization?
Two key aspects define our
approach to managing the
business. First, we prioritize an
effective meeting structure,
avoiding unnecessary
meetings and focusing on a
daily where I assess the overall
performance indicators of the
entire business and individual
campaigns. The leadership
team provides regular updates
on successes, challenges, and
when they need support. The
second element is my personal
engagement with the teams.
Between February and April, I
dedicate time to immerse
myself in various campaigns.
Wearing a headset, I actively
listen to team members,
gaining insights and staying
connected to the reality of the
business. I also attend
engagement events to get up
close and personal with
employees. I appreciate when
individuals approach me, share
their stories, and welcome
innovative ideas or events in
their campaigns, as it allows
me to maintain a close
connection with the workforce.
Q12: So many diverse
campaigns and businesses,
how do you get to ensure that
CCI remains as one cohesive
family?
Governance yet again in
addition to communication is
a key ingredient in
maintaining this diverse CCI
family. Communication
across the various campaigns
and businesses is of the
essence. By focusing on
transparency, successes, and
near-term plans and sharing
that with the whole
organization, then that's how
you create that sense of
togetherness and purpose
together as an organization.
Q13. Which extra activities
will be possible for members
of CCI to attend?
Before joining, I heard about
significant sporting events in
the past, possibly named the
CCI games. Excitedly, I am
working to revive these
activities, and it seems that
Martin has taken on the
responsibility of leading this
effort. With optimism, we
anticipate the return of the
CCI games in February.
Q14: How do you solicit
feedback on CCI direction,
and what shifts are you
considering as a result of
this feedback?
At CCI, feedback is highly
important. One of the several
touch points through which
we try to capture the pulse in
the organization has been
our more recent engagement
survey (ESS). We are urging
everybody to participate
assuring yourself of your
anonymity. From this survey,
three things will lead us as a
compass: to address
challenges, amplify what
works well , and bring forward
new initiatives essentially
required by our team.
Employee feedback along
with client feedback is
something that runs the
show.
Mr. Chance wraps up
the interview with
heartfelt thanks,
recognizing the
remarkable
achievements of the
past year. Despite his
absence, he commends
everyone for their
phenomenal efforts and
credits the collective
hard work for the
current peak in
business.
along with client feedback
is something that runs the
show.
Q15: Where do you go
when you need to relax
and get away?
I haven’t toured Nairobi
much, I either go home to
the gym or grab a good
book from my couch. I am
currently reading "The
High-Performance
Podcast" book, translated
from a podcast by Jake
Humphrey and Professor
David Hughes. It elaborates
experiences and qualities
of world-class performers
in all fields like athletics,
music, or even world
champions, dwelling on
salient lessons owed to
failure.
Q16: What should we be
looking to highlight in
upcoming developments
or what has been planned
for 2024?
In 2024, Tatu City stands
out as a major
development, drawing
attention for its grand
opening and attracting
occupants at scale.
Despite challenges, a
dedicated transport desk
for GC and Tatu City is
underway to streamline
communication. Our
collaborative efforts across
security, facilities, and
operations aim to ensure
optimal and secure
transport. Tatu City's
ascent as the largest BPO
in Eastern Africa represents
a substantial investment,
offering an exciting
prospect for us and our
customers. Rishi and the
team are working tirelessly
to bring this vision to life.

Meet Our Clients

Business Trends
Customer Service and BPO
Trends to Watch in 2024
If the past few years have shown us anything, it’s that change
is the only constant in the business process outsourcing (BPO)
world.
The BPO landscape is
evolving rapidly, driven
by the dynamic changes
witnessed in recent
years. As we transition
from the challenges of
2023, marked by
economic fluctuations
and increased
automation, the outlook
for 2024 in the business
process outsourcing
(BPO) industry is
promising.
Key Trends and
Consumer Dynamics
Throughout 2023,
businesses grappled
with the repercussions of
the pandemic, leading to
significant shifts in
consumer behavior and
expectations. Despite
these challenges, the
BPO sector
demonstrated resilience
in adapting to the new
normal. Key factors
influencing this
adaptation included a
heightened focus on
data privacy, coupled
Africa is standing
out, with countries
such as South
Africa, Kenya, and
Nigeria becoming
attractive
outsourcing
destinations. These
regions, with their
large, young,
English-speaking
populations and
improving
infrastructure are
drawing attention
from brands looking
to tap into new
labor markets.
with an increasing
reliance on technology,
prompting brands to
rethink their customer
experience (CX)
strategies.
Embracing Digital
Transformation and
Global Connectivity
Looking ahead to 2024,
several trends are poised
to redefine customer
service and BPOs. A
notable shift involves the
expanding demand for
outsourcing services
across various
disciplines beyond
traditional call center
operations. This trend is
primarily driven by the
relentless push towards
digital transformation.
Emerging brands
recognize outsourced
services as a strategic
tool, offering benefits
such as technological
advancements
facilitating global
connectivity, cost-

-efficiency compared
to in-house resources,
access to global talent,
and operational
flexibility for scaling
based on demand.
Another significant
development is the
increasing demand in
both nearshore and
offshore markets. Even
before the pandemic,
there was a growing
need for businesses to
leverage outsourced
services to enhance
efficiency.
BPO Outlook:
The Evolution of
Outsourcing in 2024
In 2024, this trend is
expected to amplify,
driven by the
advantages of global
connectivity, costeffectiveness,
and
access to a diverse
pool of skilled
professionals without
geographical
constraints.
In summary, the BPO
industry is set to
experience substantial
growth and
diversification in 2024.
Companies are
recognizing the
strategic advantages of
outsourcing services,
fueled by technological
advancements and the
need for operational
flexibility in a rapidly
changing business
environment. The key to
success lies in
embracing these trends
and leveraging
outsourcing as a
transformative tool for
business enhancement.
KEY
TAKEAWAYS
BPO Growth in 2024:
Anticipated substantial
industry expansion.
Diversified Outsourcing:
Beyond call centers, a
surge in demand across
various disciplines.
Strategic Outsourcing
Recognition:
Companies acknowledge
strategic advantages,
driven by tech
advancements.
Operational Flexibility:
Emphasis on scaling
operations based on
demand.
Global Talent Access:
Breaking geographical
boundaries for sourcing
the best expertise.
Cost-Efficiency:
Outsourcing as a costeffective
alternative to
in-house resources.
Transformative Tool:
Viewing outsourcing as a
key driver for business
enhancement.
Source: https://www.linkedin.com/pulse/navigating-pathahead-customer-service-bpo-trends-watch-nick-jiwa-epq5f/

Thought leadership
MONDAY MINDSET
What's your leadership language?
HELLO CCI LEADERSHIP!
Happy Monday!!
Welcome to another week, the day where we set the tone for the entire week! In this edition of Monday
Mindset, let's dive into something that resonates with each of us – the language of leadership. Your words
shape your leadership journey.
Now, here's the captivating revelation – the key to fostering a joyful and engaged workforce lies in the ART
OF LEADERSHIP LANGUAGE! We are excited to present an enlightening podcast featuring Rosita Najmi,
Vice President of Strategy and Innovation at the UPS Foundation. Join us on a transformative journey with
"What's your leadership language?" – an exploration into the world of MULTILINGUAL LEADERSHIP, a force
that propels companies like ours to new heights.
Rosita Najmi spills the beans on:
Adapting and Personalizing Leadership:
Tailoring your leadership language to different situations
for maximum impact and effectiveness.
Multilingual Leadership and Translation Magic:
Not just being a multilingual leader but also a wizard who
translates leadership languages, extracting the utmost value
from every interaction.
Powerful Focus Areas:
The core dimensions of effective leadership – Data, Climate,
and Power – the three pillars that can reshape our
workplace.
Impact investment 2.0:
A study that shows the importance of multilingual
leadership
Rosita Najmi

Only the disciplined ones
in life are free. If you are
undisciplined, you are a
slave to your moods and
your passions.
"
ELIUD KIPCHOGE