The global business process outsourcing (BPO) industry is valued at over $300 billion, according to market research firm Grant View Research. Traditionally, the sector has been dominated by countries such as India, which have long leveraged low labour costs and a thriving digital infrastructure to attract Western clients. BPO enables companies to delegate specific business operations—ranging from customer service to IT support—to external service providers, allowing them to concentrate on their core strategic objectives.
Now, a growing number of African nations are positioning themselves as competitive alternatives in this evolving industry. These countries are not only aiming to capture a share of the traditional BPO market but are also seeking to become go-to destinations for advanced IT services, including software development and artificial intelligence (AI) solutions, targeted at clients in more developed markets.
Kenya is emerging as a front-runner in this transformation. According to the BPO Association of Kenya, the country is home to nearly two million digital workers. Speaking at the GITEX tech conference in Berlin, Kenya’s technology envoy, Ambassador Philip Thigo, emphasized the nation’s readiness to serve as a regional tech hub and BPO center.
“We have strong infrastructure,” Thigo noted. “There are currently six undersea fibre-optic cables connecting Kenya, and a seventh is on the way. This gives us reliable, high-speed internet, which is essential for global BPO operations.”
Beyond connectivity, Kenya boasts additional advantages: a geographic location in a similar time zone to both Europe and the Middle East, widespread English proficiency, and a growing reliance on renewable energy—particularly vital for the energy-intensive demands of data centers. These factors, Thigo argued, make Kenya an increasingly attractive destination for international tech firms.
He also highlighted the country’s proactive approach to technological innovation, particularly in the field of AI. “We are among the few countries actively working on AI factories,” he said. “We’ve partnered with Nvidia and Cassava Technologies to develop the region’s first AI factory, which will serve broader African markets.”
Moreover, Thigo underscored the importance of democratic governance and internet freedom. “We value democracy. We don’t shut down the internet,” he said. His statement came shortly after Kenya’s High Court issued a ruling prohibiting the government and ISPs from disrupting internet access, in response to legal action by NGOs following disruptions during past civil unrest.
Ghana is another African country gaining traction in the BPO space. According to consulting firm BPO Search, the industry contributes over $200 million annually to Ghana’s economy and employs more than 6,000 professionals.
Matthew Darkwa, director of operations at Ghanaian IT services company AmaliTech, believes Ghana is well-equipped to compete globally. “Ghana has all the resources needed to be a successful BPO destination,” he said. “For European businesses, outsourcing to Ghana offers a highly cost-effective solution.”
He pointed out that cost remains a critical factor as companies worldwide scale up their digital capabilities. “Europe’s ageing workforce means companies are increasingly looking abroad for digital talent,” he added.
Ghana’s robust digital infrastructure further supports its BPO ambitions. “Since our launch in 2019, we have never had a problem with internet connectivity,” said Darkwa. Ghana benefits from access to several undersea fibre-optic cables, including Meta’s 2Africa cable—activated in late 2023—which connects Africa with Europe, the Middle East, and India. The growing presence of satellite internet services, like Starlink, is also enhancing connectivity in remote and underserved areas.
With approximately 150,000 graduates entering the job market annually, Ghana has a sizable and youthful labour force ready to meet the demands of the global BPO sector. “We are progressing steadily,” Darkwa said. “What’s exciting is that we’re not reinventing the wheel—we’re improving on what’s already working. We are the future.”
