CCI Kenya promotes BPO careers to boost youth employment
NAIROBI, KENYA — Call Centre International (CCI) Kenya is advocating for business process outsourcing (BPO) as a key driver of youth employment, urging young professionals to consider careers in the sector as the country positions itself as a regional technology hub.
In an interview with ITWeb Africa, Angela Waliaula, network engineering manager at CCI Kenya, highlighted the growing opportunities in East Africa, emphasizing that Kenya is increasingly recognized as a viable outsourcing destination due to its skilled workforce, language proficiency, and improving digital infrastructure.
BPO careers opening doors for African youth
“The BPO sector is contributing directly to youth employment by absorbing first-time job seekers, recent graduates, and career entrants into structured operational roles,” Waliaula told ITWeb Africa.
“These roles provide measurable workplace exposure in customer operations, IT-enabled services, and service management—skills that are transferable across the broader digital economy,” Waliaula added.
Waliaula noted that countries such as India and the Philippines have developed mature BPO ecosystems over decades, and Africa is now entering a similar growth phase.
In Kenya, the rapidly developing outsourcing sector is opening practical avenues for youth to secure employment in a significant way. Additionally, they will also be equipped with basic skills in an organized environment.
Tech ecosystem growth boosts BPO potential
Kenya’s broader technology ecosystem is also fueling youth participation in the global digital economy.
“The technology ecosystem in Africa, and especially in East Africa, is experiencing rapid and sustained growth,” Waliaula said.
“Kenya has positioned itself as a regional technology hub, supported by strong digital infrastructure, mobile innovation, and a growing base of skilled technical professionals,” she added.
She highlighted the contributions of both multinational tech firms and homegrown innovations, particularly in DevOps, cloud engineering, and fintech-enabled platforms.
Waliaula also addressed gender disparities in STEM, stressing the importance of mentorship and supportive corporate policies.
“Engineering, and network engineering in particular, remains a male-dominated field,” she said.
“However, organizations that invest in hiring and supporting women in technical roles consistently see strong performance and long-term value,” she added.
Building high-performing technical and BPO teams
Waliaula shared strategies for fostering effective technical teams, emphasizing open communication, clarity on goals, access to tools, and recognition of performance outcomes.
“High-performing technical teams are built within clearly defined operational contexts… Flexible operational models and recognition of performance outcomes play a key role in sustaining motivation and productivity,” she explained.
Kenya will continue to grow as an outsourcing hub, just like bringing the BPO sector, not only offering jobs but also a proper route for young people to get skills, gain international exposure, and participate in the continent’s digital transformation.
For young professionals in Africa, the expanding BPO industry represents a tangible pathway to careers that are both locally relevant and globally competitive.
CCI Kenya is part of CCI Global which ranked #193 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies. The 2026 edition of the OA500 is expected to be released in March.
