Sponsored Article
Organizations looking for assistance in service delivery for customer support need every advantage they can get to stay ahead of the competition. These days, some of the most exciting opportunities for support are coming out of Africa. Today’s Africa is a delivery powerhouse, far from its outdated perception of featuring underdeveloped workforce readiness or infrastructure. Rather, the opposite is true: Africa’s story is one of accelerating investment, digital connectivity and demographic strength.
A previous article around Africa as an attractive delivery location focused on several key advantages, including Africa’s modern infrastructure, deep talent bench with language capabilities to service a global audience and cost efficiency for those looking for help with their customer support. This article will further explore Africa’s potential as a service delivery location.
Supporting Infrastructure through Targeted Investments
Africa is experiencing rapid growth, thanks to recent infrastructure improvements across the region. These include investments in reliable utilities, targeted power grid upgrades and many renewable energy projects. To give just a few examples, Kenya has invested in solar and geothermal energy to stabilize electricity supply. Ghana is partnering with other governments to build a billion-dollar tech hub in the country, while South Africa is expanding grid capacity with public-private partnerships. All these energy investments help deliver sustainable, stable electricity to major service delivery hubs. The rapid growth of infrastructure upgrades creates a resilient environment for large scale service delivery providers, who can provide stable service to their clients in turn.
Youth-Driven Momentum
Africa’s population is very prepared to fit into the business service roles that are growing in the continent. Much of Africa’s population is young. Many are educated and ready to engage in skilled employment. These workers are motivated to grow within their careers and are looking for long-term roles that provide development and stability. For business leaders, this translates into a scalable labor market that can grow with demand.
Evaluating Language Availability and Global Readiness
Organizations need seamless global communication to ensure total coverage no matter where their customers are. Thankfully, multilingual talent is one of the continent’s greatest strengths. Workers across Africa are well-versed in English, French and Arabic, along with other widely spoken languages across the continent. Besides English and French, other European languages, including Portuguese and Spanish, are common in many countries. This means that companies can access a large array of languages in a single site. This language ability is a large advantage when serving a global client base.
Investing in Africa: The Time is Now
Across the continent, Africa is building and investing in a workforce and infrastructure that support modern service delivery at scale. Africa’s economy has already begun pivoting toward services. Employment in trade, information and communication technologies, and other service sectors has risen over the past two decades; the sector now generates 56% of continental GDP. This is a vital strategic opportunity for business leaders, who must act now to take full advantage of these benefits.
Forward-thinking organizations are already evaluating African locations and can partner with on‑the‑ground providers and investment‑promotion agencies to tap incentives, secure bilingual teams and position their organization at the forefront of the world’s next major service‑delivery corridor. If your organization is looking for a new delivery location, consider the possibilities that investing in Africa could deliver.
Want to learn more? Read the full whitepaper Africa Rising: Three Top Service Delivery Advantages.
