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Industry Research : BPO Industry Report Says Africa is Becoming Global CXM Hub

#contactcenterworld, @everestgroup

Africa is rapidly emerging as a global hub for Customer Experience Management (CXM) outsourcing, driven by a potent combination of digital connectivity advancements and a burgeoning young population. The continent's vast and youthful talent pool, coupled with improving digital infrastructure, is attracting businesses worldwide seeking to enhance their customer service operations.

New data in a report by Everest Group and CCI highlights the continent's untapped potential in the CXM sector. Primary factors to this industry growth is an average age of 25, with 420 million people aged 15 to 35, that forms the core of a dynamic workforce eager to engage in the global economy.

This demographic advantage, combined with investments in talent development and skill-building initiatives, is nurturing a highly skilled labour force ready to meet the demands of modern customer service.

African governments are also actively promoting a business-friendly environment, implementing policies that encourage foreign investment and infrastructure development.

Initiatives such as Kenya's special economic zone for CXM businesses and Rwanda's focus on becoming a technology and innovation hub are indicative of the continent's commitment to becoming a global leader in the CXM space.

Energy and broadband penetration factors

While challenges such as unreliable power and internet connectivity persist in some regions, ongoing investments in digital infrastructure are steadily bridging the gap.

The report reveals that several African countries are privatising their telecom and power sectors to improve network uptime and power grid infrastructure, further boosting the continent's appeal as a CXM destination.

This is presented in the data as 85% of global companies surveyed now view Africa as an attractive region to outsource their global customer care operations to, and 82% of global companies have seen a positive shift in their perception of Africa over the past three years.

Africa's strategic time zone positioning, aligning with major markets in Europe and North America, is another key factor contributing to its rise as a CXM powerhouse.

This alignment enables real-time collaboration and streamlines communication, enhancing operational efficiency and customer satisfaction.

Multilingual advantages

Africa has become a popular outsourcing destination due to its broad language proficiency, with 65% of firms listing this as a key factor.

The continent is home to 250 million English speakers, as well as a large population proficient in French, Portuguese, Spanish, Italian, and Arabic.

As a result, about two-thirds of global companies now view Africa as a competitive option for scalable, multilingual talent.

These results come weeks after the President of Kenya, William Ruto, announced plans to create 25,000 BPO service jobs in Kenya through outsourcing firm CCI during the official opening of the country's largest call centre facility in Kiambu County.

The announcement was also made at the Elevate Africa Conference in Kenya, attended by both the US and UK governments, to drive BPO job growth in Africa.
Pan African BPO growth

Data points to the bulk of new call centre jobs concentrating around South Africa, Kenya and Egypt which were identified as the ‘established CXM outsourcing markets in Africa’ in the report’s analysis.

Countries such as Ghana, Rwanda and Ethiopia were identified as ‘upcoming CXM markets in Africa’, with these countries also standing to benefit from increased global outsourcing investment.

Africa's emergence as a global CXM hub is a testament to its demographic dividend and ongoing digital transformation. As the continent continues to invest in its people and infrastructure, it is poised to play an increasingly pivotal role in shaping the future of customer service on a global scale.

#contactcenterworld, @everestgroup

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Getting The Ergonomic Programme Right

Read today's tip or listen to it on podcast.

Published: Monday, July 8, 2024

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2024 Buyers Guide Omnichannel

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.


Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

Ivonesia Solusi Data

Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.


VADS Omnichannel Solutions
Omni Channel is a cross-channel business model and content strategy that companies use to improve their user experience. Omnichannel is an integrated way of thinking about people’s relationships with organisations. Rather than working in parallel, communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience.

Omni Channel supersedes multichannel and includes channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication Companies that use omnichannel contend that a customer values the ability to be in contact with a company through multiple avenues at the same time.

Benefits ...
(read more)

Trust Business Partners LLP

Customer Interaction Automation
Delivering Ai -powered process automation and digital engagement tools. Onto existing technology stack as well as part of a total suite of offerings including Omnichannel contact centre. We work through partners who can add services and bespoke solutions.




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