Thanks to a combination of geographical location, digital infrastructure, young population and its people’s linguistic capabilities, Madagascar is quickly establishing itself as a very attractive location for CX delivery.
Situated 400 km off the southeastern coast of Africa, Madagascar spans 592,796 km² (228,880 sq mi), making it the fourth-largest island and 46th-largest country globally. Its 31 million population has been growing at a rate of 2.4% per annum and is expected to hit 53 million by 2050. And as well as growing, the population is young. Over half of the population (54%) is aged between 15 and 64, and the country’s median age is 19.
Over recent decades, the country has recognized its potential to become an emergent BPO hub capable of competing with countries including Morocco, Senegal and the Ivory Coast, and has been making intelligent investments, such as in digital infrastructure (Madagascar has one of the fastest internet connections on the continent). This strategy has helped to attract BPO organizations to the island. It’s estimated that the sector has created over 30,000 jobs since 2015, enough for the government to commit to further investment in vocational centers to help the industry grow faster as an attractive location for both French- and English-speaking CX services.
Foundever® in Madagascar
Situated in Antananarivo — Madagascar’s capital city — our 4,500m² site is just 30 minutes from the airport and can support over 900 agents who provide omnichannel customer service, prospecting, surveying, and back-office solutions for retail, travel and hospitality, and real estate clients.
In addition to location, our site benefits from an AI-integrated operational model that is unique on the continent. Through elevating recruitment, training, day-to-day delivery, coaching, and quality assurance, the model is focused on optimizing operational costs and maximizing employee potential.
Recruitment
Thanks to this suite of AI tools and solutions, we can expedite the recruitment process, ensuring alignment with specific client criteria and needs. We can evaluate each applicant against 200 individual skills within 30 minutes to identify the right people for each brand we support.
Training
Following recruitment, our AI capabilities ensure that new-hire training is grounded in reality, simulating real-world working conditions. This approach accelerates the speed to competency by 50% compared to traditional training methods. Additionally, the realistic nature of our training scenarios — often likened to a flight simulator — has reduced new-hire attrition by 25% and delivered an average 30% higher customer satisfaction (CSAT) or Net Promoter Score (NPS) after the first 90 days in a customer-facing role.
Delivery
To support our teams in their day-to-day activities and drive productivity without increasing workloads, our suite of generative AI solutions simplifies or automates several processes. These include generating post-contact summaries, retrieving information from knowledge bases, crafting written responses and maintaining customer histories. This automation not only reduces average handle times but also enhances CSAT and NPS scores. Importantly, these solutions are plug-and-play, making them compatible with virtually any client system.
Quality
Because these solutions enable us to capture insights from every customer interaction, in real time, we can identify skill gaps or opportunities for improvement and deliver targeted coaching to individual agents as they need it. This ability to analyze every interaction also simplifies quality assurance as a much wider sample of contacts can be examined and checked against scorecards, KPIs and SLAs, which, in turn, feeds into continuous improvement efforts.
In a rapidly evolving economic landscape, Madagascar’s geographical position, coupled with its skilled workforce, low operational costs, and political climate, presents a unique opportunity for businesses seeking to optimize their operations through outsourcing.
And, by choosing Foundever as your CX delivery partner in Madagascar, you gain the added benefit of direct access to a world-class customer service solution that leverages AI to maximize employee potential and operational efficiency.
To learn more about Madagascar and how it fits into our global footprint of over 60 Foundever hubs in over 40 countires around the globe, visit our locations page.