Emerging Opportunities in African BPO Markets

Innovation Boosts Growth in Key African Countries

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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.

Table of Contents

Executive SummaryKey FindingsKey Findings (continued)BPO Services Market—OverviewResearch ScopeMarket DefinitionsMarket Definitions (continued)Market Definitions (continued)Analysis of the BPO Services Market in AfricaKey Global BPO Hot Spots and Emerging GeographiesBPO Trends—Developed BPO Markets Versus AfricaEase of Doing BusinessScaling up the Outsourcing Value ChainBPO Services Adoption by Service Segment in AfricaMarket Development Stages of BPO ServicesBPO Services Utilization Across Industry VerticalsCaptive Versus Outsourced Contact Centre UtilisationCustomer Interaction Channel UsageBPO Readiness IndexEgyptMarket HighlightsKey Market DriversKey Market RestraintsSupply and Demand AnalysisSupply and Demand Analysis—DiscussionRole of ITIDA and its Impact on the BPO MarketKenyaMarket HighlightsKey Market DriversKey Market RestraintsSupply and Demand AnalysisSupply and Demand Analysis—DiscussionRegulatory Environment and Impact on the EconomyMauritiusMarket HighlightsKey Market DriversKey Market RestraintsSupply and Demand AnalysisSupply and Demand Analysis—DiscussionRegulatory Environment and Impact on the EconomyMoroccoMarket HighlightsKey Market DriversKey Market RestraintsSupply and Demand AnalysisSupply and Demand Analysis—DiscussionNigeriaMarket HighlightsMarket Highlights (continued)Key Market DriversKey Market RestraintsSupply and Demand AnalysisSupply and Demand Analysis—DiscussionRegulatory Environment and Impact on the EconomyBPO Growth Trends in AfricaBPO Growth Trends in AfricaConclusionsConclusionsConclusions (continued)The Last WordThe Last Word—4 Big PredictionsLegal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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