Africa is rapidly becoming a global hub for customer experience management (CXM) outsourcing, driven by improvements in digital connectivity and a growing young population, according to a report by Everest Group and CCI.
Positive perception and workforce advantage
Approximately 85% of global companies surveyed now view Africa as an attractive region for outsourcing customer care operations. Additionally, 82% of these companies have noted a positive shift in their perception of Africa over the past three years.
The continent’s youthful demographic, with an average age of 25 and 420 million individuals aged 15 to 35, forms a dynamic workforce eager to participate in the global economy. This demographic advantage, along with investments in talent development and skill-building initiatives, is creating a highly skilled labor force ready to meet modern customer service demands.
Strategic benefits and language skills
Key factors contributing to Africa’s rise as a CXM powerhouse include its strategic time zone alignment with major markets in Europe and North America. Language proficiency is also a major advantage, with 65% of firms citing it as a key benefit.
Africa boasts 250 million English speakers and a large population proficient in French, Portuguese, Spanish, Italian, and Arabic.
Government support and infrastructure development
The report’s findings come shortly after Kenyan President William Ruto announced plans to create 25,000 BPO service jobs in Kenya through outsourcing firm CCI, during the opening of the country’s largest call center in Kiambu County.
African governments are fostering a business-friendly environment with initiatives like Kenya’s special economic zone for CXM businesses and Rwanda’s focus on becoming a technology and innovation hub. These efforts highlight the continent’s commitment to becoming a global leader in the CXM sector.
The report also notes that several African countries are privatizing their telecom and power sectors to improve network reliability and power grid infrastructure, addressing ongoing challenges with power and internet connectivity in some regions.
