In this episode of Good Morning BSS World, I return to Africa for our regular monthly update on the state of the BPO and GBS industry across the continent. I am joined by two outstanding guests – Traci Freeman and Rod Jones – who are deeply involved in shaping, promoting, and accelerating the growth of Africa as a global services destination.

Together, we explore the rapid progress of the Africa Federation, its expanding membership, and the role it plays in unifying national industry bodies across North, West, East, Central, Southern Africa, and the Indian Ocean region. We discuss job creation, impact sourcing, ESG, government–industry collaboration, and the growing maturity of both established and emerging markets such as Egypt, South Africa, Morocco, Kenya, Ethiopia, Ghana, Rwanda, and beyond.

This conversation provides a comprehensive, region-by-region snapshot of where Africa stands today in BPO, CX, ITO, and shared services, and where it is heading next. It is a powerful reminder that Africa is no longer an “emerging option” but a competitive, scalable, and trusted delivery location with an exceptional talent pool and a strong service culture.

Key points of the podcast:

Africa's BPO and GBS sectors are growing rapidly, with significant government support and strategic initiatives focusing on job creation, skills development, and inward investment.
Countries like South Africa, Egypt, Kenya, and Ethiopia are emerging as key players in the global outsourcing market, offering diverse language capabilities, competitive operating costs, and a large, tech-savvy youth population.
The African Federation for BPO and GBS aims to unify and promote the continent's outsourcing potential through regional collaborations, mentoring, and the establishment of a formal structure to support sustainable growth and international investment.

Links:
Traci Freeman on Linkedin - https://www.linkedin.com/in/tracifreeman/
Rod Jones on Linkedin – https://www.linkedin.com/in/rodjonessouthafrica/
Africa Federation of GBS Associations – https://africagbsfederation.org/
Talk to AI about this episode – https://gmbw.onpodcastai.com/episodes/QGo92hAaPzS/chat

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My name is Wiktor Doktór and on daily basis I run Pro Progressio Club - https://proprogressio.com/en/activity/pro-progressio-club/1 - it's a community of many private companies and public sector organizations that care about the development of business relations in the B2B model. In the Good Morning BSS World podcast, apart from solo episodes, I share interviews with experts and specialists from global BPO/GBS industry.
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You can also write to me. My email address is - kontakt(@) wiktordoktor.pl

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Africa’s BPO & GBS momentum - African industry update