While business leaders continue to trust the Indian and Southeast Asian markets for huge swaths of the global call center business, more and more leaders are finding Africa to be an emerging and highly-competitive marketplace for business process outsourcing (BPO).
With steady and encouraging growth over the last decade, Afrian markets, from South Africa to Egypt, to the breadth of the sub-Saharan belt, have been capturing more attention from business leaders interested in high-value, high-performance outsource call centers.
The shared state governments of Africa have made a concerted effort to lower their telecom rates to compete on the global stage, while traditional benefits like cost reduction, talent pool, and highly-fluent English speaking agents, have made Africa a region to watch.
Benefits of African Call Centers
African outsource call centers offer many important benefits, including:
- Up to 50% cost savings over U.S. call centers.
- Increased customer satisfaction.
- Variety of language capabilities
- Rapidly improving infrastructure.
We Have Outsource Call Center Partners in these African Countries
| Country | Top Languages | Average Costs |
|---|---|---|
|
Hot Market Emerging Market South Africa |
English | $$ |
|
Hot Market Emerging Market Egypt |
English, French, German | $$ |
|
Emerging Market Kenya |
English | $$ |
|
Emerging Market Morocco |
Spanish, French | $$ |
The African BPO Industry
The most noted markets in Africa are represented on polar sides of the continent, with South Africa and Egypt both establishing their countries as valuable outsourcing locales, due to the exceptional quality of overall service.
Most other African nations, coaxed by the economic windfall and increased commercial stability of call center outsourcing, have begun focusing on establishing their own footprint within the call center industry.
Across the continent, state governments are investing and fortifying modern cable networks, increased broadband capacity, and bolstering the skills of their agent pools to elevate their services.
In addition, with a handful of the world’s fastest-growing economies, Africa is rapidly increasing their technology adoption, offering data analytics and cloud computing services that put the region in the call center spotlight.
Top Languages Available in African Call Centers
Our BPO partners in Africa can provide voice and non-voice services in the following languages:
The Call Center Workforce in Africa
With markets emerging throughout Africa, the local populations are uniquely qualified to fulfill the agent needs in both the short and long term.
Boasting a workforce of natively-fluent English speakers, Africa is already a well-situated partner location for organizations looking for agents with cultural affinity and rapport with U.S. customers.
As the result of a concerted focus on skill development, African governments are helping produce a steady stream of qualified agents, with specialized certifications and training courses designed to station Africa as a call center player on the world stage.
Top African Outsourcing Services
Our African call centers can provide the following inbound and outbound services:
- Managed Operations & Seat Leasing
- Inbound Call Center Services
- Outbound Call Center Services
- Omnichannel Call Center Services
- Business Process Outsourcing (BPO) Services
- Customer Service
- Technical Support & Helpdesk
- Reservations & Bookings
- Sales Order Processing
- Lead Qualification
- Customer Retention
- Appointment Scheduling
- Telemarketing & Telesales
- Appointment Setting
- Collections
- Lead Generation
- Content Moderation
- Market Research & Surveys
- Answering Services
- Social Media
- Live Chat
- SMS & Text
- And more!
Industry Experience
Our African outsource call centers have direct experience in the following industries:
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