Ugandan mobile operator outsourcing company grows its revenues – Latest offer is fast market data intelligence

Top Story

With enormous pressures on margins, mobile operators are increasingly outsourcing parts of their operation, particularly network operations. By and large, these contracts go to international companies. NFT Consult is a Ugandan company that offers outsourced functions and has grown significantly by providing them to international companies like mobile operators, banks and oil companies. Russell Southwood spoke to its founder Badru Ntege about how his kind of outsourcing services are used.

NFT Consult’s founder Badru Ntege ran one of Uganda’s ISPs and his wife Elizabeth used to work for former incumbent utl. They are now responsible for the contracts of around 2,500 people: 1,000 in Uganda; 600 in Tanzania; 400 in Rwanda; 100 in Burundi; and the rest scattered elsewhere. However, only 55 are directly employed by them.

It offers a range of outsourced services including customer support (mobile sales outlets and call centres), human resources and network support services. In terms of the latter for example, all the Huawei engineers (who fix base stations) for a client in Rwanda and Burundi are contract employees of NFT Consult. Likewise, customer sales outlets for another mobile client (Tigo in Tanzania) are staffed and managed entirely by the company.

“We pitch clients an agreement and different people are looking for different needs. For example, we have managed the entire workforce of a company coming into the region. We helped them understand local employment regulations and how to manage people locally. We’ve now handed back 70% of those employees to them now they’re established.” It’s also looking at executive search at the top end and is currently having a unit trained to do this:”I want to see whether we can get traction with this.”

So what’s the pitch to mobile operators? “It varies but it’s usually about giving them flexibility. For example, we manage the walk-in sales and service centres. One operator who we took over this function from had ‘waiting to be served’ times of 40 minutes. We run it like a call centre. Every service booth has to have 3-4 people sitting in it over the course of the day. That’s difficult for the operator as they have to go on the payroll and be managed.” The ‘waiting to be served’ time has now come down to 10-15 minutes.

It is doing a call centre in Burundi of refurbishing its own boutique call centre in Kampala that will be operational again in April. It also manages staff for MTN’s call centres in Uganda.

Ntege believes that the next area of expansion will be data services. It wants to put together field intelligence teams that can get fast and accurate data that operators can use quickly to target their competitors. It is testing a solution that can either be a hosted service or be directly hosted in the enterprise customer:”The data request can be met with 24-48 hours and the data can be mapped using GPS on Google maps. We’re currently doing a proof of concept, mapping data on retail network. The data is collected live and sent to the company’s HQ. A team of young developers in our incubator hub have developed it.”

“We’re going to translate this data in a meaningful way, using client dashboards. As the market becomes more consumer-led, we’ll be making the data come alive. When operators currently conduct a survey, they get the results well after they can do anything about it in most cases: this is what we might call ‘lag data’”.

“We have the expertise and ability to mobilise (survey) people in any of the six countries we’re in today. We can take someone to a village area and they can post GPS-located photographs of the state of retail outlets there. The value-add is our ability to mobilise people to get research done quickly wherever it’s needed.”

The company plans to double its revenues by 2015 and claims to be well on track to doing so:”The telcos are outsourcing everything so there’s a big opportunity there. I believe that we can double supply income in one operator alone.” Ten years ago this kind of outsourcing was a rarity in companies operating in Africa.

But increasingly it is becoming the shape of the future as companies in markets where there are margin pressures look to find approaches that give them cost flexibility. Data is so rarely used effectively by mobile companies at a very local level but things are going to change as competition between mobile operators intensifies and margins fall.

Digital Content Africa: Balancing Act’s web TV channel Smart Monkey TV has launched a new e-letter called Digital Content Africa. On a fortnightly basis, it will cover online film, music, publishing and services and applications. We have already produced 10 issues and these can be viewed on this link: 
Essential reading for those in mobile VAS to anyone just interested in what African and relevant international content they can now get online. If you would like to subscribe, just send an email to with Digital Content Africa in the title line.
Some examples of past issues below:

Digital Content Africa Z-9 – Nigeria’s Ringback Tone music work is worth US$240 million a year, Says Spice’s Ram Suggula

Digital Content Africa Z-5 Two new African Mobile Music and Video Content Bundles with a handset attached

Digital Content Africa Z-4 South Africa: The women who tracks mobile music sales and physical sales of film and TV CDs in shops

New videos this week – A Nigeria Special

Kresten Buch on opening an 88Mph accelerator in Lagos

Jesse Oguntimehin on Nigeria's hidden social media & what happens next to the country's social media

Ngozi Odita on Social Media Week Lagos and why it's making waves across Africa

Folabi Esan on what they look for in an African tech company investment

Tomi Davies on what tech angels look for when they invest in African companies

Other videos you need to watch
GamersNights: Multiplayer computer gamers in Uganda, spreading out across Africa
John Luberenga, on a coffee company app and a health app for clinic data collection
Brian Ndyaguma on hiveCOLAB and the Ugandan start-ups it supports
Kenneth Oyalla on how Nokia's new range of handsets have increased Internet use in Africa
Gaurav Singh, Chief Digital Officer, Scan Group on when brands will spend more on digital in Africa
Joris Komen on the Library Pi, a low cost, solar powered device to deliver education resources
Byron Moorgas on mapping online rural areas of Africa and how UNICEF is using mapping data
Jeremy Gordon and Caine Kamau on Flashcast, a location aware ad tool for Nairobi's matatus
Indra de Lanerolle on what a 12 country survey says about Africa's new Internet users
Simbarashe Mabashe on South African online film platform and its expansion plans, including an alliance with a Fibre To The Home provider in Zimbabwe
For breaking news, follow us on Twitter: @BalancingActAfr