Emerging Opportunities in African BPO Markets

Emerging Opportunities in African BPO Markets

  • July 2016 •
  • 64 pages •
  • Report ID: 4062666 •
  • Format: PDF
Emerging Opportunities in African BPO Markets : Innovation Boosts Growth in Key African Countries

This research service provides an analysis of the BPO market across Africa, with Egypt, Kenya, Mauritius, Morocco, and Nigeria as the scope. The study includes market insights, overview of strategies of leading providers, regulatory considerations, economic impact assessment of the BPO market in these 5 countries, and a comparison with global trends. It also provides a supply and demand analysis and market composition by local and international BPO providers. Other aspects are utilisation of BPO services in key industry verticals, key companies utilising the services, a breakdown of customer interaction channels, strategic insights on the role of innovation in market growth, and a brief look into the BPO market’s future.

Market Definitions

Business Process Outsourcing (BPO)
The contracting of a specific business task to a third-party service provider that specialises in that particular task is known as BPO. BPO is further divided into back-office and front-office outsourcing.
o Back office outsourcing: This includes internal business support functions such as billing, purchasing, accounting, or payroll activities.
o Front office outsourcing: This includes customer-related services such as marketing, technical support, and sales that are typically provided by a contact centre

Nearshoring is a form of outsourcing whereby businesses outsource services to BPO providers located in countries that are in close proximity. Businesses are increasingly opting for nearshore outsourcing in order to benefit from similar time zones, closer cultural affinity, more face-to-face interactions, reduced travel costs, higher efficiencies, and increased flexibility.