Improved economic conditions have fueled unprecedented telecom growth in Africa. Africa’s status as being the second most mobile connected continent where about 15% of its billion inhabitants own a cell phone has ushered many African nations into a digital economy and changed lives of people for the better. The telecom revolution has touched people through better access to education and entertainment, helped in disaster management and better agricultural yields and brought people together through social media.

1. Scripting a new paradigm for Skilling and Employability
through Enterprise:
‘A catalyst for productivity’
Sanjeev Duggal
Centum Learning

2. Why do Enterprises need to focus on Training & Skill Development?
As per a report by McKinsey Global Institute, by 2020 the
global economy could face -
• Shortage of 38-40 mn high-skilled workers i.e with tertiary
education in Advanced economies ;
• Shortage of 45 mn medium-skilled workers (i.e with
secondary education & vocational training) in Developing
economies;
• Oversupply of 90-95 mn low-skill workers than employers
will need …… Younger developing economies can have 58
mn surplus unskilled/low-skilled workers
Developing economies will have under-supply of medium-skilled workers for growth of labour-
intensive sectors and over-supply of workers who lack the vocational training to escape low-
productivity, low-income work
Role Of Enterprises
Sources: Africa at work: Job creation & inclusive growth – A report by McKinsey Global Institute – August 2012

3. Impact of Training on Tech-Enterprises

4. Sources: Youth at Work : Building economic opportunities for Africa – Mastercard foundation Report
Youth & Skills – African Scenario
Globally , there are 75 mn young people who’re unemployed & there are 3 times as
many more who’re underemployed
This is particularly severe in sub-Saharan Africa where young people make up more
than half the population
The lack of a growing skilled-labour force in turn reduces national competitiveness and
opportunities to attract investment
In addition to negative economic outcomes, unemployment & underemployment can
undermine life satisfaction & result in undesirable social trajectories over time
Jobs are the most important determinant of living standards, and quantitative
analysis confirms that change in labour earnings is the largest contributor to
poverty reduction

5. Africa – Challenges Before Telecom Enterprises
Multiple Countries;
Dispersed Middle
Class
Commoditization of
Voice - Rapid
declines in
revenue/min in key
markets and
accelerated decline
of voice ARPUs
Voice traffic levels
continue to
increase, pressuring
the networks and
calling for capacity
investments
Lack of formal
structure of modern
trade
Need for operational
efficiency has become
even greater
Need for service
diversification: banking
on data, business ICT
services, mobile apps &
advertising
Lack of Last Mile
Connectivity;
Inadequate Sales &
Distribution
Turf wars continue as
Operators are joined by
banks trying to protect
their core business
against mobile
payments
Fuelled by improved economic conditions, the last five years have seen Africa experience the fastest telecom growth worldwide,
which has transformed fundamental aspects of social and business life. Mobile subscriber growth is maturing and could well
saturate in the medium term in some markets if rural coverage does not increase
Sources: Deloitte – The Future of Telecoms in Africa - 2014

6. Telecom Enterprise – Critical Elements
Channel Partner
Engagement
M Commerce
Share of Net Adds
Revenue Market Share
BTS Management
Customer Market Share
Retail Effectiveness
Enterprise/
Business ICT
Services
Share of Gross Adds
Primary & Secondary Usage
Customer
Satisfaction Index
Manpower
Efficiency
Showroom
Experience
Data Supply
Mobile
advertising
These Critical Elements can be impacted by customized Training Interventions
VAS

7. Training Models That Can Create Impact
Marketing, Sales & Distribution
• Increasing ARPU
• Increasing channel width & depth
• Increasing VAS penetration
Customer Service Experience
• Increasing C-SAT scores
• Reducing churn & increasing retention
• Assisting CCO & showrooms in meeting
SLAs
Enterprise Solutions
• Increasing corporate revenue share
• Facilitating Customer Segmentation
• Streamlining Processes & TATs
DTH
• Establishing customer experience as a
key differentiator
• Integrating it into product offering
• Ensuring sustenance through audit &
rigor
Role Capability
Index
Virtual Corporate
University Framework
Centers of
Excellence
Field Capability
Enhancement
Call Center
Training solutions
Product / Process
Training solutions
Retail Capability
Training solutions
Passive Infrastructure
• Conducting Operations & Telecom Tower
Maintenance Training
• Creating Skilled Workforce
Content
Development
Retail
• Sourcing & Training Retail
Workforce
• Developing Retail processes
• Enhancing Customer Experience
Content
Development

8. What’re Employability Skills?
Lifelong Learning –
Updates skills &
competencies at work
Employability Skilling – Core
work skills, Industry-based &
professional competencies that
facilitate transition into work-life
Basic Education – gives a basis for
development of an individual’s potential, laying
the foundation of Employability
Employability Skills Framework
Listening & Understanding
Negotiating responsively
Persuading effectively
Establishing & Using networks
Working in diverse groups
Evaluating & monitoring performance
Mentoring – Giving feedback
Resource Allocation
Critical Thinking
Decision Making
Stress Management
Emotional Quotient
From a Telecom Enterprise’s perspective, these Employability Skills that are critical for an employee’s optimal
performance at workplace and alignment with organization’s goals
Sources: Report : Employability Skills for the Future – by Business Council of
Australia (BCA) & Australian Chamber of Commerce & Industry (ACCI)

9. Strategy to leverage training
• Vision & Policy supporting Employee capability development
• Enabling Environment
• Tools to measure how training is impacting key business metrics – ROI calculation
• CEO/COO to engage personally & ensure alignment with Business Goals
Enterprises need to create an enabling environment to leverage training
Top
Management
Level
Changing Company Strategy – Market Requirements - Workforce Capability Assessment - Need Diagnostic
Studies – Internal Training - Niche Training & Solutioning Companies
Post- Hire
Training / Up-
skilling
Supply
• Market Networks
• Skill Providers
• Assessors
Pre-Hire
Skilling &
Recruitment
3
2
1
Insights from our experience – Partnering Telcos
Demand
• Specific Roles
• New market Entry
• Specific expertise
Defining Employment
Readiness
Connections & Facilitation
For Training to be effective, it needs to be used as a ‘Strategic Tool’ to drive results, rather than a
‘Discretionary Expense’

10. Skill Development Value-Chain – Where do Enterprises fit in?
Market Intelligence
Understanding
Industry’s manpower
requirement
Defining what is
Employment
readiness
Developing relevant
Training curriculum
Training Delivery
Industry Visits, On-
the-Job training,
Internships
Providing
Employment
Post Employment
Support
Industry Engagement
required throughout
the Value chain

11. Training Solutions – Changing Paradigms
Technology is rapidly upending industries
New forms of enterprises are constantly emerging
In an unpredictably changing environment, focus of Training programmes must be on ‘flexibility’.
We need to produce ‘good learners’ & provide them opportunities to learn in a ‘Task-aligned’ manner.
We need to produce manpower that is relevant and also knows how to remain relevant tomorrow
Employees are the only ‘appreciating assets’ in Enterprises, with the ability to learn & improve their own capabilities and the
capabilities of the system around them

12. Best Practices
Larsen & Toubro
• Has established Construction Skills Training Institutes across the country to meet
the Skilled manpower demand of Construction industry.
• Started in 1995, CSTIs have skilled more than 325000 technicians & workmen
apart from training another 200,000 through e-learning modules
• Such structured training enables both new entrants and less experienced workers
in the industry to progressively improve their competencies in the respective
trades.
Infosys Technologies
• Has set up one of world’s largest corporate universities in Mysore, Karnataka.
• Established in 2002 in a 337 acre campus, it has 400+ instructors & 200
classrooms
• Has trained 125,000+ engineers till now
• Encourages senior leaders to teach, coach, and mentor other potential leaders
• Provide high value learning opportunities through best-in-class and evidence-
based programs

13. Some Case-Studies from our experience
One of world’s largest Telecom providers has engaged with us for driving solutions in areas of
Customer Service, Sales & Distribution, Retail, DTH & more.
This included support in Market expansion in new geographies, Impacting key role-holders through
Sales & Service University models, Driving new products & lines of business & Devising Tools
such as ‘Role Capability Index’ to assess the existing functional capability of teams etc
One of world’s largest E-commerce enterprises is rapidly expanding its presence across geographies
and is engaging with us to catalyze its growth in India
Sellers’ capability is a ‘key lever’ that impacts performance in E-commerce ecosystem. We shall be
skilling & on-boarding their sellers on the E-commerce platform. The sellers most of whom are
SMEs or entrepreneurs will be trained on selling skills, IT skills and overall Sales process management,
thereby impacting their performance
Enterprises are leveraging Training solutions to impact critical strategic parameters. It is no longer a
discretionary expense , but a tool to drive specific business KPIs

14. Some Case-Studies from our experience
One of world’s largest Aftermarket Services provider is consolidating its presence in India & needs
trained manpower that uniquely delivers end-to-end Aftermarket Services for multitude of
industry segments & services top global brands. It has mandated us to provide Customized Capability
Enhancement Solutions to over 20,000 employees ranging from frontline and junior to middle
management to fulfil this agenda
A leading Consulting & Technology Services company needed to fulfil its mandate of Sales
Automation for a multinational brewery & beverage company. It is leveraging Centum’s training
expertise to achieve the Sales Automation of ‘Route of Market’ Distributor Chain We are delivering
training solutions for the Distributor work-force & increasing overall efficiency of ‘Order to
Delivery’ system, Enhanced Data collection and visibility of product availability throughout the
distribution chain
A leading Telecom Handset & Consumer Goods manufacturer needed support for Capability
building of its Handset In-Store Promoters as this is a major factor that impacts market share in
highly competitive consumer market. It chose to outsource End-to-End training services for its
mobile phone In-Store managers to us

15. Thank you
Centum Learning Limited
Corporate Office: Neelagagan, Mandi Road, Sultanpur Mehrauli
New Delhi - 110 030, India. Tel: +91-11-4600 1100-01, 4588 1000/1200, Fax: +91-11-4600 1111
E-mail: contactus@centumlearning.com
African Headquarters: 4th Floor, Somak Towers, Off Mombasa Road
PO Box 73146-00200, Nairobi, Kenya.
E-mail: contactus.africa@centumlearning.com
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