Mobile logo

Author: Genesis GBS

Nov 06 2024

Top Digital & ITO Global Location Rankings unveiled from the 2023/24 GBS World Competitive Index

by Genesis GBS
0 Comments
in Uncategorized

The World Source Marketplace for Global Business Services (GBS.World), has unveiled five key segment findings of the 2023/24 GBS World Competitiveness Index: Digital and ITO. The index, which is informed by comprehensive data from the Global Voice of the Buyer Survey, presents a nuanced understanding of the current digital and IT outsourcing landscape. The results of five segments covering customer experience (CX) and Back Office were released in August of this year.Over 380 interviews were conducted out with senior executives from multinational corporations, many of whom are involved in the outsourcing and offshoring of artificial intelligence (AI), digital, software, data, and IT services. These executives – hailing from diverse geographies such as Australia, Canada, Europe, Japan, the United Kingdom, and the United States – provided insights into the performance of various countries they partner with.Accordingly, the index offers a detailed ranking of the leading countries in four major global outsourcing regions – Africa, Eastern Europe, Asia Pacific (APAC), and Central & Latin America (CALA) – based on their cumulative scores out of 8. Moreover, it categorizes countries on a regional scale into three distinct tiers: Outstanding, Proficient, and Capable.Overview of the Global RankingsIn all five categories assessed – General ITO, Software Development, Technical & Helpdesk Support, Data Analytics & Science, and AI & Machine Learning – APAC countries continue to stand out as key players.The APAC region demonstrates significant presence, consistently featuring the most countries in the global top 10 for each category, or tying for the most, in comparison to the other key regions assessed. The region also makes a total of 20 appearances among the top 10 across all five categories, with APAC countries ranking as the leading global destinations for three categories and earning spots within the top 3 global rankings for the remaining two categories.The Eastern European and CALA regions have also emerged as strong ITO regions, consistently being represented by two or three countries respectively in the global top 10 for each category. Africa showed the least presence among the global top rankings, with only Egypt and South Africa in the top five locations in four categories. Africa did, however, have more presence in the Technical & Helpdesk Support category, with three countries (Egypt, Rwanda and South Africa) in the global top 10. Kenya also ranked well in the Software & Development category.General ITO sees APAC on topHolding both first and second place in the global top 10 rankings, the APAC region was identified as a leader in the General ITO category. India is positioned in first place, with a combined score of 6.59 out of 8, and Malaysia is set in second place, with a score of 6.39. Three other APAC countries are present in the top 10: Singapore (6.15), the Philippines (6), and China (5.58).Both the CALA and Eastern European regions had two representatives each in the global top 10, with the EE’s Estonia securing the third global position, scoring 6.37. Egypt was the sole representative of the African region, coming fifth globally...

Read more
0
Mar 14 2024

New Value Proposition Unveiled for East London Industrial Development Zone

by Genesis GBS
0 Comments
in News

EL Cements Its Position as a Premier Hub for GBS/BPO OperationsA new groundbreaking value proposition has been released, positioning the East London Industrial Development Zone (ELIDZ) as a thriving centre for both domestic and international business process outsourcing (BPO) operations.This strategic move underscores East London’s steady growth as a sought-after destination for businesses seeking to capitalise on a skilled workforce, exceptional infrastructure, and an investor-friendly ecosystem.The value proposition for the ELIDZ begins with cost-effective operations. The area provides a competitive advantage without compromising on quality. Businesses can benefit from attractive incentives and promising investment opportunities, resulting in significantly reduced operational costs.The area’s skilled workforce is also a key asset, featuring a large B2 English-speaking talent pool known for empathy and pleasant accents – ideal for BPO organizations to excel.East London’s world-class facilities, home to prestigious tenants like Mercedes-Benz, offer customized spaces for businesses, with promising growth in IT and shared services operations.The competitive business ecosystem supports established businesses, ensuring security, robust infrastructure, and reliability.Also committed to a sustainable environment, the ELIDZ adheres to green business policies and strives to champion ESG best practices. It also offers a growing pool of impact sourcing workers.Sentiment from existing and prospective tenants at ELIDZ has been enthusiastic. Current tenants have noted that the layout of ELIDZ is “highly beneficial”, enabling them to “be adjacent to our customer and suppliers”. Another BPO tenant noted that ELIDZ is “a professional, quiet environment, providing excellent customer service”.This new value proposition – presented by BPESA and prepared by Genesis GBS – reinforces ELIDZ’s evolution into a dynamic centre for BPO excellence, poised to reshape the landscape of domestic and international outsourcing. ...

Read more
0
Oct 10 2023

2023 Africa GBS Benchmarking & Market Data Report: Release of a Market Data Bank

by Genesis GBS
0 Comments
in News

Africa is rapidly emerging as a leading destination for global business services (GBS) and business process outsourcing (BPO). This is due to a combination of numerous factors, including increased government support, a well-educated youth population, increasing GBS/BPO investment and expansion, significant cost savings, multilingual talent, and a rapidly growing information and communication technology (ICT) market.To gain a better understanding of the GBS capabilities and opportunities in Africa, GBS.World and Genesis GBS conducted in-depth research to profile 26 African countries. The research, which is outlined in the 2023 Abridged Africa GBS Benchmarking & Market Report, has been collated into a market data bank.What is in the data bank?The data bank profiles 26 African countries with regards to their GBS and BPO capabilities and opportunities for investors and buyers. Key data points covered include market trends, GBS/BPO market sizes, economic and demographic statistics, salary and fully loaded cost comparisons and key GBS/BPO service rankings, along with many more crucial points of information.There are 26 countries that were profiled in-depth for this research:Source: Genesis Global Business Services, 2023SWOT AnalysisOverall, key insights can be drawn from the data regarding the continent’s strengths, weaknesses, opportunities, and threats.Strengths: Low operating costs, geographical proximity to European markets, predominantly anglophone and francophone-speaking populations, scalable pool of B2-level English speakers, large youth population eager for work, empathic and high-energy workforces, rapidly growing ICT sectors, increasing adherence to compliance and data protection lawsWeaknesses: Underdevelopedcivic and transport infrastructure, shortage of experienced CX managers/supervisors, high communication and data costs, unreliable power suppliesOpportunities: Region BPO/GBS opportunities in African and Middle Eastern markets, growing number of tech hubs, budding digital channel service delivery for younger populations, expanding crowdsourced workforce, increasing government support to drive socio-economic growth, participation in international and regional trade agreementsThreats: Increasing competition, security concerns, high levels of government corruption, some countries with authoritarian regimes that make BPO investment difficultKey Insights Country-By-CountryFrom the research, it is clear that African countries have an abundance to offer to the BPO sector. Various factors such as market and workforce size, the country’s youth population, and the population of B2 English-speaking addressable talent pool,[1] among others, were identified and analyzed across different African countries.Below, insights are provided of eight sample countries that were profiled in the research.EgyptDue to its advanced ICT infrastructure and multilingual capabilities, Egypt is regarded as one of the largest BPO locations in Africa. With a youth population of 30.39 million and strong multilingual capabilities – including key languages such as English, Arabic, French, Egypt, Italian, German, Greek, and Russian – Egypt has a strong workforce to take on BPO/GBS opportunities.EthiopiaEthiopia is the second-most populous country in Africa, with a youth population of 35.79 million. It has a rapidly growing BPO market – currently with an estimated market value of US$41 million – and there are over 131,000 individuals in the B2 English-speaking addressable talent pool.GhanaGhana, with an estimated GBS/BPO market value of US$139 million, has a stable business and geo-political environment. The competitive GBS/BPO salaries make Ghana a key destination for businesses...

Read more
0
Jan 17 2023

South Africa’s refreshed GBS value proposition to bolster the international offshoring investment pitch

by Genesis GBS
0 Comments
in News

Genesis Global Business Services (GBS) was commissioned by Business Process Enabling South Africa (BPESA) to compile the South Africa National GBS Value Proposition, which was officially released at BPESA’s 2022 GBS Investor Conference.Following the former GBS value proposition document published in 2019, the refreshed South Africa GBS National Value Proposition presents eight updated key pillars that position the country as an ideal location for offshoring services.Under each key pillar are a collection of data, statistics and information as supporting evidence of South Africa’s winning GBS characteristics. These are some of the highlights:Cost-saving talent and impact sourcing workersCost competitiveness is the ‘tip-of-the-spear’ of the country’s GBS value proposition, registering between 60% to 70% lower costs compared to those in key source markets, including the US, the UK and Australia.Moreover, South Africa’s fully loaded full-time employee (FTE) costs are noted to be lower than those in several competitor markets. The average monthly cost per seat in the country ranges between US$1 096 to US$1 462, which is lower than Poland (US$1 405-US$1 873), Malaysia (US$1 328-US$1 771) and Jamaica (US$1 120-US$1 493). When the country’s GBS Incentives are applied, these costs are comparable with those in the Philippines, Kenya, Egypt and India, which are renowned for their low-price points.Inexpensive costs do not compromise output, as GBS investors and operators have recorded that the country delivers 18% better CX quality, which translates into 4% to 5% better/higher customer retention each year when compared to some competitor offshore markets.One of the factors contributing towards superior CX delivery is South Africa's abundance of English-speaking talent. There is an estimated 760 000 qualified South African youth that are proficient B2 English speakers that are readily available for GBS/BPO hire (after going through work readiness training). This translates into estimated ramp-up speeds of over 21,000 per month.Several of these candidates consist of South Africa’s scalable and diverse pool of impact sourcing workers, which form a third of the country’s total GBS/BPO workforce. Estimated figures of the number of impact sourcing workers employed in South Africa’s GBS/BPO sector are between 78 000 to 90 000.Digitally enabled and vertical-specific expertiseThis talent pool can deliver digitally enabled end-to-end customer lifecycle management services across a range of vertical industries. The predominant vertical industries serviced include telecoms, which employs an estimated 31 092 GBS/BPO workers servicing international markets. Banking (5 511), insurance (11 126), retail (21 827) and utilities and energy (14 870) are the other top international vertical industries serviced from South Africa.International customers in these verticals are supported by ‘follow-the-sun’ models consisting of staff rotation or 24/7 Teams, self-service and omnichannel helpdesk services.Flourishing alongside South Africa’s international contact center and BPO services is its sophisticated business process capabilities in finance and accounting (F&A), legal,  It outsourcing (ITO), learning and credit lifecycle management.Supporting infrastructure and enabling environmentMore than 380 000 kilometers of fiber optic and six submarine cables support the country’s 144 terabytes per second fiber optic capacity. This ensures that there is seamless connectivity to international clients and end-user customers.The country is also physically accessible for GBS/BPO investors, buyers and operators by 141 direct...

Read more
0
Jan 17 2023

Released: bespoke US and UK source market value propositions for South African offshoring providers

by Genesis GBS
0 Comments
in News

In tandem with the release of the South Africa National Value Proposition, Business Process Enabling South Africa (BPESA) commissioned Genesis Global Business Services (GBS) to compile separate GBS source market value propositions for the UK and US markets.Attractive price points, cultural affinity, favorable time zones and accent neutrality, are all factors that have influenced enterprises in the UK to outsource to South Africa, making the UK the country’s largest source market.However, there has been significant growth and investment from the US which is the world's largest offshoring market and South Africa's second-largest source market. Notably, this presents a largely untapped opportunity for South African GBS/BPO operators.Each value proposition is tailored to the unique requirements of the UK and US markets, which can be utilized by BPESA members to deploy bespoke marketing strategies to the respective source market buyers and operators.Keep reading to catch a glimpse of what one can expect to find inside each source market value proposition.UK source market value proposition highlightsRanking 12th out of 112 in the Education First 2021 English Proficiency Index, South Africa is viewed as a right-fit provider of English-speaking CX talent to service UK. In fact, South Africa ranks ahead of popular UK nearshore markets, including Hungary, Poland, Czechia, Ukraine, Morocco and Egypt.Adding to this, UK buyers can save up to 77% on salary costs and between 60% to 70% on per seat full loaded full-time employee (FTE) costs. When South Africa’s GBS incentives are implemented, fully loaded FTE costs can be reduced further by 8% to 10%.When compared to competitor UK nearshore markets, South Africa’s fully loaded FTE costs are less expensive than Ireland, Czechia, Hungary, Poland and Morocco. Again, when the GBS incentives are applied, South Africa’s fully loaded costs are comparable with Egypt.What’s more, diversity, equity and inclusion (DEI) in South Africa is firmly entrenched, translating into a diverse GBS workforce that is 96% multi-ethnic and consisting of 89% youth and 65% female workers.South African GBS/BPO providers have developed niche domain knowledge in the UK and source markets, namely in the telecom vertical, which has created an estimated 16 718 offshoring jobs. Retail (11 742), banking, financial services and insurance (8 946) and utilities (7 996) are other major areas of expertise for the UK market.However, the education and legal verticals are rapidly emerging as new areas of niche expertise delivered to UK buyers by South African GBS/BPO providers, creating an estimated 3 355 and 559 offshoring jobs respectively.Growth in leading and budding verticals is supported by South Africa’s capability as being an established business continuity location for UK brands seeking to spread service delivery across multiple geographies. The ability of South Africa to operate as an offshore hub for UK enterprises is owed to the widespread adherence to key data protection and other compliance legislation, such as GDPR, UKAS and BSI.US source market value proposition highlightsWith over 205 000 B2 level (proficient and potential) English-speaking candidates available to service the US source market, South Africa has a ready supply of skilled CX talent to service...

Read more
0
Sep 29 2022

Latest Global Index Ranks Asia, Eastern Europe as Top Digital and IT Outsourcing Destinations

by Genesis GBS
0 Comments
in News

The latest GBS World Competitiveness Index, published today on the World Source Marketplace for Global Business Services (GBS.World), found that global buyers ranked the Asia-Pacific and Eastern/Emerging Europe regions as leading global destinations for Digital and IT Outsourcing services.Conducted by Genesis Global Business Services (GBS) on behalf of GBS.World, the research included feedback from global enterprise executives based in the key source markets of Australia, Europe, the United Kingdom, and the United States. The respondents represent organizations that outsource and offshore services from the countries and regions covered in the index.Extensive, in-depth analysis“Surveyed executives were asked to rank and rate each country that they outsource to according to factors that include service level delivery across various key business process areas,” explains Mark Angus, Genesis GBS CEO and GBS.World co-founder.Genesis conducted deeper analyses on each country’s talent pools, skills development initiatives, enabling infrastructure, multilingual capabilities, labor costs, specialist business processing services and CX capabilities.“Tallied results established the final competitiveness scores out of a possible combined score of eight across all leading GBS locations,” elaborates Angus.APAC remains global powerhouseThe Asia-Pacific (APAC) region emerged as the dominant destination for IT Outsourcing globally across five key categories, namely general ITO services, software development, technical and helpdesk support, data analytics and science, and robotics and automation.“India emerged as the clear standout performer, appearing in the top 5 in every category and ranking first in two categories, specifically General ITO Services and Data Analytics and Science,” continues Angus.The APAC countries of Philippines, Malaysia, China and South Korea also featured prominently across the categories, which helped to cement the region as the leading delivery location across all the GBS categories assessed in the survey.China emerged as a leader in Robotics and Automation, while Philippines ranked second in IT Outsourcing and the Technical and Helpdesk Support categories.General ITO ServicesEmerging markets boost competitivenessPoland was the leading destination in the burgeoning Eastern/Emerging European (EE) region, which is gaining ground on the APAC region.Poland placed favorably in three categories, ranking first in the Technical and Helpdesk Support category, and within the top three in the general ITO and Data and Analytics categories.The EE region also performed favorably in the Software Development domain, where two countries – Poland and Romania – ranked in the top 10.Africa also had good representation, with Egypt emerging as the dominant location in this survey, ranking in the top 5 in the IT Outsourcing and Software Development categories. South Africa and Tunisia appeared in the top five in a category each – Technical and Helpdesk Support and Data and Analytics, respectively.Mexico, Brazil and Argentina were the best ranked destination in the Central and Latin America (CALA) region.Technical and Helpdesk Support...

Read more
0
Jun 08 2022

Genesis GBS conducts analysis on nearshore CX opportunities in the Caribbean and CALA regions

by Genesis GBS
0 Comments
in News

Genesis GBS recently published a customer experience (CX) market analysis report on the best potential English-speaking, contact center/CX delivery locations in the Caribbean and Central and Latin American (CALA) regions. The closed report was commissioned by a prospective international investor through The World Source Marketplace for Global Business Services (GBS.World).Measuring contact center/CX desirabilityA variety of factors were analyzed in determining the desirability of a potential contact center/CX delivery site, the most pertinent being the total addressable talent tool proficient in B2 English levels. As such, the number of English-speaking, qualified youth was a major influencer in calculating this ‘’magic number’’.Salary costs of contact center agents, team leaders/supervisors and managers were compared between 12 city locations, which revealed the overall average salaries of each contact center role. These were then compared with broader operational expenditure factors to establish cost competitiveness among the profiled locations.Market growth potential, as well as market saturation, were key considerations when presenting the final recommendations. The analysis found that some locations had ample room for contact center/CX growth, while other locations were approaching levels of saturation, and yet still offered proficient skills development pipelines.Physical and ICT infrastructure, tertiary education institutions and skills training capabilities were also used as measurements of desirability. Other multilingual capabilities were also considered, including Spanish and Chinese dialects.Competitor landscapeThe report also included a full analysis of 18 competitor brands across the 12 city locations, including the size of their contact center/CX operations, and profiles of their customer care services, digital fulfilment, compliance and certifications and customer groups serviced.A high-level view of each location’s contact center/CX capabilities and maturity was illustrated by presenting a list of vertical industries serviced, call center/CX services offered, digital channel delivery/fulfilment and technology deployed.Research approachA mixed-methods research methodology was utilized for the market analysis report, incorporating both secondary and primary data. Interviews with investment promotion agencies, industry bodies and contact center/CX operators (outsourced and in-house) were conducted to gain critical insights into the value proposition of the Caribbean and CALA locations.If your organization is interested in similar nearshore or offshore location assessments and reviews, please contact the GBS.World team. ...

Read more
0
Apr 21 2022

Genesis GBS produces 2021/22 South Africa Global Business Services (GBS) National Quantification & Investment Report

by Genesis GBS
0 Comments
in News

Genesis Global Business Services was commissioned by Business Process Enabling South Africa (BPESA) to produce the 2021/22 South Africa Global Business Services (GBS) National Quantification & Investment ReportThe report provided global analysts, investors, business buyers and service providers in obtaining strategic market intelligence, benchmarking data and insights into South Africa’s vibrant investment potential in outsourcing services.Provincial GBS value propositions for the Eastern Cape and Western Cape were also launched alongside the report. These value propositions highlight the distinctive talent and investment strengths and opportunities in each province for would-be investors.What’s insideThe report comprehensively unpacks South Africa’s GBS profile against a backdrop of the market from a global, regional, national and provincial level. These contexts provide perspective into key elements that enable South Africa’s GBS market: skills, human capital and talent, infrastructure (physical and ICT) and investment environment.Insights into what vertical industries are serviced by South African GBS operators are uncovered. In addition, the report shows the composition of South Africa’s horizontal GBS service lines, including customer experience (CX) or contact centre services, digital and IT outsourcing (ITO) and business process or shared services.South Africa’s rise as a regional GBS powerhouseWith an estimated market size of US$4,7 billion and employing over 261,000 workers, South Africa’s GBS sector is the largest in Africa. A deep talent pool, specialist niche services and significant cost savings are some features that propel South Africa’s regional GBS status.Approximately US$915 million was generated in international revenue, whereby 54,244 international cumulative GBS jobs were created between 2018 and 2021.Driving South Africa’s offshore segment are its global source markets, the largest being the UK, comprising 61% of the country’s international GBS services. The US (20%), and Australia (8%), are the second and third largest GBS source markets to South Africa.At a time where African delivery locations are leveraging their multilingual capabilities to attract offshore business, South Africa is internationally renowned for its proficient English-speaking GBS workforce. Local GBS workers are favoured for their neutral accents and cultural affinity to both brands and consumers in the US, UK and Australia.As such, voice and non-voice CX or contact centre services receive the bulk of offshore demand. Inbound (28%) and outbound (14%) customer service and support, and outbound sales calling (11%) are the top CX services delivered to the global market. Telecommunications, retail and utilities are the biggest vertical industries serviced between these source markets.Relatively more complex ITO services are also dispensed from South Africa’s shores, notably in technical support (19%), applications and support management (12%) and application development (10%) services. The remaining 59% of digital services are broken into smaller deliverables, such as cyber security, data centre functions, Contact-Centre-as-a-Service (CCaaS) and unified communications. The country is also renowned for operations and administration back office support, payroll and accounting services, debt recovery and credit lifecycle management and its expertise in human resource service delivery.Cost and value competitivenessHowever, when compared to Egypt, India, Jamaica and the Philippines, South Africa’s salary and total loaded operating costs are slightly higher.To stay competitive, a GBS Incentive Plan...

Read more
0
Mar 22 2022

South Africa Launches Global Business Services (GBS) Masterplan

by Genesis GBS
0 Comments
in News

South Africa has launched its Global Business Services (GBS) Masterplan, a detailed blueprint and country strategy to create 500,000 cumulative international-servicing jobs in the sector by 2030.Prepared by Genesis and commissioned by South Africa’s Department of Trade, Industry and Competition (dtic) and national investment promotion agency, InvestSA, the GBS Masterplan reveals how key stakeholders will work together to leverage off the export-orientated GBS market to achieve greater job creation and sector development in the country. The plan is also actively supported and endorsed by the industry association, Business Process Enabling South Africa (BPESA).Since its launch, the GBS Masterplan has received widespread news coverage in IT Web, IOL and News 24, to mention a few.Springboarding off a strong industry foundationRecognised as 2021’s Most Favoured Offshore Customer Experience (CX) Delivery Location in the world and the largest GBS market in Africa, South Africa is already well-positioned to capture the increasing demand of international business outsourcing services.Cumulative year-on-year new job creation growth of 24% since 2015 reflects South Africa’s strong foundation in delivering international GBS services. Youth form the bulk of new job growth, comprising 87% of new entrants into the international GBS market, of which 64% are women.South Africa still has plenty of leg room for growth, fuelled by expanding global demand for offshore GBS. Global organizations are increasingly outsourcing more business functions, specifically in vertical specialised CX lifecycle management, in which South Africa is ranked the best in the GBS World Competitiveness Index.Key objectives and targetsCore to the masterplan is the creation of 500,000 cumulative jobs, whereby 30% of those new jobs must be in complex and highly-complex job levels to optimise an annual export revenue of R24 billion.In addition, the GBS Masterplan focuses on transformation by increasing black ownership, management control and linkages with black enterprises in the domestic economy.Actionable stepsTo achieve these outcomes, actions are broken down into three broad categories: demand-side, supply side, and transformation and sustainability. Acting as mechanisms in the GBS job growth engine, all categories need to move forward simultaneously to ensure growth targets are met.The demand side considers what is required to successfully attract GBS operators and global business buyers to establish delivery sites in South Africa. Primary actions include ramping up marketing and investment promotion initiatives, as well as creating a conducive business environment by implementing financial and non-financial incentives.Ensuring capacity for offshore GBS delivery is the supply side, which focuses on the sufficient supply of relevant skills in the country backed by enabling infrastructure. The dominant initiatives include a demand-led and sustainable skills pipeline, physical infrastructure, work-from-home (WFH) models, increased broadband infrastructure and global data policies.Driving the deliverables is a renewed South African GBS stakeholder ecosystem comprised of role players symbiotically working together to meet the job creation objectives, including government, industry, labour and external partners.Key findingsDespite South Africa’s relative cost competitiveness to source markets, it is not cost efficient compared to some competing offshore locations, such as India and the Philippines. As such, South Africa cannot rely on cost competitiveness alone...

Read more
0
Aug 31 2021

Africa’s rise as GBS juggernaut

by Genesis GBS
0 Comments
in News

New report plots the growth of business process outsourcing and services in AfricaKey Facts and Highlights • Africa’s GBS offshoring market is estimated to be worth $8.3 billion rising to US$11.7 billion by 2023. • The combined domestic and international GBS/BPO market on the continent is expected to rise to $19.8 billion by 2023 from $15.1 billion in 2021. • GBS workforces range from 1,200 est. (Mozambique) to over 261,000 est. workers (South Africa). • Singular GBS country market sizes span US$9.7 million to over US$4.7 billion. • Labor costs are low: the monthly cost of a contact center agent in Africa can range from US$546 to as little as US$175 per month.The 2021 Africa Global Business Services (GBS) Benchmarking and Market Report affirms the continent's status as a rising industry powerhouse. The report estimates that the continent’s GBS offshoring market is expected to reach US$11.7 billion by 2023 from $8.3 billion in 2021.Notably, the combined African domestic and international GBS/BPO sector is estimated to be $15.1 billion and is expected to grow to $19.8 billion by 2023.The Fundamental Message: Africa's offshoring riseThe comprehensive market report reveals the key socioeconomic, demographic and technological drivers behind Africa's rise as a GBS location of excellence, with business process outsourcing (BPO) and IT-enabling services at the forefront of Africa’s rapid growth rates.Maturing and emerging GBS/BPO markets emerged as business continuity outsourcing/offshoring locations across the continent during the pandemic as global enterprises looked to decentralize geographic service delivery, spread and risk.The most prolific value proposition across all African GBS locations is the continent’s extremely low labor costs. The monthly cost of a contact center agent in Africa can range from US$546 to as little as US$175 per month. A contact center manager can cost a maximum of US$2,200 to a minimum of US$406 per month.Background to ResearchThese findings, along with numerous other insights, emerged from the report's in-depth analysis which stems from the mixed methods research methodology.To understand buy-side demand and investment priorities, the research team conducted 360 global interviews. This included over 140 interviews with global enterprise executives from organizations in Australia, Canada, Germany, France, the UK and the US that outsource, or plan to outsource, to Africa. These executives were asked to rank and rate each African country, including service level delivery across various key business process areas.In addition, to plot the supply-side, profiling surveys were conducted on over 500 GBS service providers and delivery centers across 19 African countries. The 19 African country profiling surveys represented a mix of mature, emerging and nascent GBS locations in Africa that now serve as key locations for global and local investors and buyers.Key Research FindingsThe research findings highlight the macro- and micro-economic environments of each location and quantifies the size of Africa's burgeoning GBS/BPO sectors. The report also provides key insights into each country's regional GBS competitiveness, along with reviews of ICT/ITES capabilities and enabling infrastructure. The business and investment environments related to skills, services, strengths, weaknesses, threats and opportunities are also assessed and analyzed.Moreover, market trends, sizes and salary reviews were corroborated...

Read more
0