Kenya courts German call center association CCV for BPO investment
- Kenya held talks with a delegation from Germany’s call center association CCV.
- CCV represents 336 members in an industry employing more than 560,000 people in Germany.
- GIZ’s Digital Transformation Centre Kenya facilitated the three-day mission.
- Kenya’s selling points include 10,000+ ICT graduates a year and a European-friendly time zone.
NAIROBI, KENYA — Kenya has held talks with a delegation from Germany’s Customer Service and Call Center Verband Deutschland (CCV), to explore collaboration and investment in its digital economy, as it seeks to become a leading global hub for business process outsourcing (BPO) and global business services.
CCV represents 336 members from an industry that employs more than 560,000 people in Germany.
A three-day German mission
The three-day mission was led by Ben Barnack, CCV’s vice president for members and events, and facilitated by GIZ’s Digital Transformation Centre Kenya through Joerg Uehlin, global digital jobs lead. Friederike Hemker, deputy head of development cooperation at the German Embassy in Nairobi, also took part, Tech Review Africa reported on Oct. 29.
The delegation included representatives from regiocom Customer Care SE, yoummday, CMX Solutions, hey contact heroes, Marketing Insiders Group and Experience Factory, as well as the French Customer Relations Association (AFRC). According to John Kipchumba Tanui, principal secretary in Kenya’s State Department of ICT and Digital Economy, the participating operators and platforms handle tens of millions of customer interactions a year across more than 70 countries.
Talent pipeline at the center
Tanui, who led the meeting, said the talks focused on linking European firms with Kenyan talent, strengthening local BPO enterprises and building a pipeline of skilled workers through training partnerships.
“Kenya’s ambition to become a leading global hub for Business Process Outsourcing and Global Business Services depends on connecting our digital talent with international markets,” Tanui said. He added that Kenya wanted to understand investors’ concerns and address barriers to entry, including ease of doing business, talent development and regulatory processes.
Data rules and AI on the table
Kenya’s selling points include more than 10,000 ICT graduates a year, English as the language of business, a time zone that overlaps with the European working day and Nairobi’s standing as the Silicon Savannah. The talks also covered data protection and progress toward European Union (EU) data adequacy, which Tanui said would strengthen confidence in cross-border data flows.
Tanui said Kenya must invest in the right skills and promote responsible AI adoption as the technology reshapes the industry. Several of the visiting firms already run AI-enabled delivery models.
What it means for buyers
For German and other European contact center operators, the talks put Kenya on the list of English-speaking delivery options in a close time zone. EU data adequacy would remove a key compliance step for moving customer data there.
Buyers weighing call center or business process outsourcing work in East Africa can compare providers on OA’s list of the top BPO companies worldwide.
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Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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