Connect with us

E-Business

Africa now Outsourcing Sector Destination of Choice

Published

on

Kindly share this post

The salary ranges of African contact centre agents are anything between $546 and $175 per month. Meanwhile, a contact centre manager can earn up to $2 200, to a minimum of $406 per month.

These findings emerged in a new report that plots the growth of global business services (GBS), also known as business process outsourcing (BPO), on the African continent.

The “2021 Africa Global Business Services (GBS) Benchmarking and Market Report” was conducted by Knowledge Executive between February and July.

It is based on profiling surveys of 504 GBS/BPO service providers, delivery centres, analysts and stakeholders across 19 African nations regarded as having mature and emerging GBS and BPO sectors.

Africa’s large youth population and its “competitive” salary and labour costs are among the drivers behind its rise as an industry powerhouse.

The continent has an abundance of educated youth within its labour pool, with many equipped with multilingual proficiency in Arabic, English, French, Portuguese, and some German, Chinese and Italian expertise in some instances, states the report.

This workforce also has high levels of empathy and emotional intelligence. There are also low attrition rates, and strong investor support and incentives.

Speaking during a webinar announcing the report’s findings, Mark Angus, CEO and managing editor of Knowledge Executive, a Pan-African research and media firm, said the African global business services sector is poised for exponential growth over the next three years.

Angus noted that a large population of African youth are entering the labour market. “Youth employees are more suited for GBS operations, as they have the energy, the tenacity to handle the high-paced environment of GBS and BPO operations, especially call centres.”

The salary ranges of African contact centre agents are highly competitive compared to those in the European Union, US and the UK, and range between $175 and $546 per month in terms of salary and labour costs, he stated.

A country-specific focus of the contact centre agents’ salaries shows Tunisia has the highest salary, with $546, followed by Kenya with $534, and $514 in Morocco. Ethiopia has the lowest at $175.

South Africa is number four on the list, with an average monthly salary of $465. At the mid-point are Egypt, Rwanda and Zimbabwe, ranging from $402 to $360 per month.

SA leads as the country with the highest contact centre manager monthly salary of $2 200, followed by Tunisia with $1 702, Kenya $1 616, and Namibia $1 444.

The report also highlights BPO and IT outsourcing as being at the forefront of Africa’s rapid growth rates, bolstered by improved economic governance, relative political stability, as well as focused efforts from African policymakers to support the sector.

Based on market projections, the report shows Africa’s total GBS offshoring market will reach $9.6 billion by 2023, from $7.8 billion in 2021.

Collectively, the domestic and international GBS markets across the continent generate about $15.1 billion in revenue, which is expected to rise to $19.8 billion in 2023.

According to the report, SA and Egypt are the two leading maturing markets.

While many industries have shed jobs during the COVID-19 pandemic, the global business services/BPO sector managed to create job opportunities during this challenging period, and has been identified as key for future employment prospects.

Within the South African context, the BPO sector has witnessed heightened growth. It is also toutedas one of the green shoots that will steer the country’s economic reconstruction and recovery.

The sector is targeting 100 000 new jobs by 2023 and 500 000 by 2030. SA also claimed top spot as the most favoured offshore location for call centres worldwide, based on the 2021 Front Office BPO Omnibus Survey.

In terms of the estimations of the GBS/BPO workforce sizes in each of the key locations, Angus highlighted that SA and Egypt are neck-and-neck, with 261 082 and 240 000 employees, respectively.

He noted that SA’s GBS/BPO industry consists much more of domestic outsourcing workers at over 200 000, and around 43 000 are international servicing workers.

Meanwhile, Egypt is the other way round, with over 198 000 international servicing workers, and just over 42 000 domestic outsourcing workers, he added.

SA is said to be the continent’s largest GBS player by market share (domestic and international), valued at an estimated $4.7 billion.

“The country has a sizeable English-speaking workforce, with competencies across most outsourcing services, including digitally-enabled contact centre and customer experience lifecycle management services.

“Surveyed enterprise executives rated the country best for contact centre voice, back-office processing and customer administration service delivery,” states the report.

Egypt has the second-largest domestic and international GBS market share on the continent, valued at $4 billion (excluding IT services).

“The country offers a highly-skilled, multilingual, diverse talent pool, with competitive labour costs and the second-largest youth population in Africa (36.3 million citizens aged between 18-35 years). The native Arabic language also opens Egypt to the Arabic market of 300 million consumers.”

Turning to Nigeria, Africa’s most populous nation, it boasts a well-established ICT sector – the largest on the continent.

“This feature serves as an excellent foundation for developing the country’s GBS industry, which is already valued at an estimated $286.8 million and employing approximately 16 540 workers,” notes the report.

“Coupled with a focus on sector-specific skills and education, the country stands poised to take advantage of the largest population of English speakers in Africa and the highest number of youths aged between 18-35 years in Africa (53 million).”

The report pointed out that smaller nations are also capitalising on this increasing international demand.

Rwanda is an emerging GBS market, with a large population of English- and French-speakers able to service English and Francophone countries. “It offers reliable and advanced communications infrastructure with 95% LTE network coverage.”

Southern African nation Botswana is another emerging GBS location, with the country said to boast macro-economic stability, attractive investment incentives and a growing pool of educated, English-speaking workers.

Senegal has become a popular French alternative market for BPO services. Ghana has a scalable pool of English-speaking and computer-literate talent and a growing youth population. Zimbabwe has bold GBS development plans based on its highly-educated talent pool for niche services.


Kindly share this post

Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

Continue Reading
Advertisement
Comments

E-Business

Konga Yakata’s Last Week: Don’t Miss Out on Incredible Deals

Published

on

Kindly share this post

Excitement is reaching a fever pitch among shoppers as the Konga Yakata Black Friday shopping fiesta enters its final week. Shoppers nationwide are gearing up for a rain of last-minute deals and irresistible offers, with the promotion set to end on Saturday, November 30, 2024.

The month-long Konga Yakata campaign, which kicked off on Friday, November 1, has delivered an unparalleled shopping experience, treating customers to incredible discounts, engaging promos, and unbeatable incentives.

In addition to massive price cuts across a wide range of products, Konga has thrilled shoppers with exciting events such as Treasure Hunts, Flash Sales, Bargain Bash, Brand Days, and specialized Black Friday packages like the Budget Store, Under 50k Store, and TGIF Epic Drop.

The highlight of the Yakata 2024 season will be this year’s Black Friday, which takes place on Friday, November 29. Thousands of customers will be able to score exclusive discounts on items including electronics, clothes, home appliances, computers, and groceries.

Reflecting on the experience so far, a satisfied anonymous shopper who snagged a TV at a discounted rate said, “Konga Yakata has been nothing short of amazing this year. The discounts are unbelievable but true, and the convenience of shopping online is unmatched.

“I’ve already made several purchases, and I’m excited to see what other deals are in store for the final week.”

Konga’s Black Friday sale has been a boon for consumers, offering respite from the economic challenges many Nigerians face. By providing access to affordable products and services, Konga has empowered shoppers to make the most of their money.

Despite the prevailing economic challenges, shoppers have embraced the Yakata season, targeting high-value deals and leveraging Konga’s tailored offerings to make significant savings. With the countdown underway, the excitement is expected to hit its peak on Friday as customers traditionally wait for that day to grab the most exclusive deals.

Speaking on the heightened anticipation, Kunle Ajani, Group Head of Marketing at Konga, stated, “We’re thrilled with the overwhelming response to Konga Yakata this year, and we’re committed to ensuring the final week delivers the biggest surprises yet.

“We are proud to offer a platform where shoppers can enjoy exceptional value, despite the economic realities.”

As the curtain closes on the 2024 Yakata season, shoppers can look forward to a flurry of last-minute deals, culminating at midnight on November 30. From tech enthusiasts to lovers of electronics and deal hunters, Konga Yakata continues to redefine the shopping experience, making it a season to remember for all Nigerians.

Take advantage of the final week of Konga Yakata. Visit Konga.com and experience the thrill of shopping at unbeatable prices.


Kindly share this post
Continue Reading

E-Business

NITDA DG Harps on the Role of Innovation in Nigeria’s Sustainable Development

Published

on

Kindly share this post

Kashifu Inuwa CCIE, the Director General, National Information Technology Development Agency (NITDA), has reiterated the critical role of innovation in driving Nigeria’s sustainable development, economic diversification, and global competitiveness.

Inuwa made this remark while delivering a keynote address at the 8th Annual Research Fair and Exhibition of Nasarawa State University, Keffi (NSUK), where he called on academia, industry leaders, and policymakers to embrace disruptive transformational innovation as a tool for addressing the nation’s challenges and unlocking its immense potential.

Speaking on the theme, Disruptive Transformational Innovation; Shaping the Future,” Inuwa commended NSUK for organising an event that aligns with Nigeria’s pursuit of growth through knowledge-driven solutions.

Inuwa who was represented by the Deputy Director, eGovernment and Digital Economy Development Department, Engr Ya’u Garba, applauded the university’s increasing focus on transformation, noting that such initiatives reflect an understanding of the need for impactful innovations to address real-world issues.

Inuwa emphasised that while inventions remain a cornerstone of academic inquiry, their significance lies in their ability to move beyond theoretical exploration to become practical innovations. These innovations, he explained, have the power to reshape industries, tackle societal challenges, and accelerate national progress.

He urged institutions to prioritise creativity and bold thinking, ensuring that research outputs translate into tangible benefits for society.

Explaining the concept of disruptive transformational innovation, Inuwa described it as a profound force capable of altering established systems, processes, and products in ways that redefine societal functions. Unlike incremental innovations, which focus on improving existing frameworks, disruptive innovations introduce entirely new paradigms, addressing challenges in groundbreaking and previously unimaginable ways.

He cited historical examples such as the Printing Press, the Steam Engine, and Electricity, which have significantly transformed human existence and set the foundation for modern development.

Inuwa pointed out that Nigeria’s abundant human and natural resources present a unique opportunity to harness innovation for sustainable development. He called for a collaborative approach involving academia, industries, and government to build an environment that nurtures creativity, supports bold investments, and encourages inclusive growth. Such an ecosystem, he said, is vital for fostering homegrown innovations that can propel Nigeria to the forefront of global technological and economic advancements.

He further highlighted NITDA’s dedication to fostering innovation through various initiatives, including the National Adopted Village for Smart Agriculture (NAVSA) to digitally transform the agricultural sector, the National Blockchain Adoption Strategy to enhance digital trust and transparency, and the National Artificial Intelligence Strategy aimed at building a robust AI ecosystem in the country, among other impactful projects, which are part of the Federal Government broader strategy to position Nigeria as a leader in the global knowledge economy.

Inuwa also urged NSUK to deepen its commitment to innovation by establishing hubs that support facility-led startups, fostering collaborations with industry stakeholders, and equipping students with essential technological skills. He noted that such efforts would not only empower the university community but also contribute significantly to national development.

Inuwa expressed confidence in Nigeria’s ability to not only adopt global innovations but also create groundbreaking solutions that could influence the trajectory of Africa and the world.

He called on all stakeholders in the country to embrace the transformative power of innovation in order to drive sustainable development, economic diversification, and global relevance.


Kindly share this post
Continue Reading

E-Business

Data Commission, NAICOM Partner to Safeguard Data in Insurance Industry

Published

on

Kindly share this post

Nigerian Data Protection Commission (NDPC) and National Insurance Commission (NAICOM) have signed a Memorandum of Understanding (MoU) to protect data pilfering in the insurance industry.

Data Commission, NAICOM Partner to Safeguard Data in Insurance Industry

The agreement was finalised on Friday and aims to address critical concerns around data privacy and ensure that the insurance sector complies with global best practices in data management.

Some of the objectives of a MoU include training and capacity building to enhance awareness and skills in data protection, setting up specialized clinics to address data protection concerns and provide guidance; conducting compliance activities by regularly, monitoring and enforcing compliance with data protection regulations and educating insurance companies on the importance of data protection and the benefits of adhering to best practices.

Mr Olusegun Ayo Omosehin, commissioner for Insurance/ chief executive officer, NAICOM, said, “The collaboration marks a significant milestone in safeguarding the personal data of insurance policyholders and promoting trust in the insurance sector”.

To ensure the effective implementation of the Memorandum of Understanding (MoU), an Implementation Committee will be established.

This committee will comprise representatives from the 2 agencies, as well as other key industry associations, including the Nigerian Insurers Association (NIA) and the Nigerian Council of Registered Insurance Brokers (NCRIB).

The committee’s primary responsibility will be to monitor progress, provide guidance, and facilitate collaboration among stakeholders to guarantee the successful execution of the MoU.

Officials from both NAICOM and NDPC have expressed confidence in the partnership’s potential to strengthen data privacy frameworks within the insurance sector.

They noted that the initiative would boost public confidence, enhance compliance, and position the sector for greater innovation and credibility.

This collaboration is expected to pave the way for a more secure and trustworthy insurance landscape in Nigeria, ensuring the protection of personal data while fostering the industry’s growth.


Kindly share this post
Continue Reading

Trending