Kenya leverages BPO sector to drive youth employment

NAIROBI, KENYA — Kenya is solidifying its position as a global hub for business process outsourcing (BPO), with the government touting the sector as a key solution to youth unemployment.
This effort received a significant boost with Teleperformance UKISSA, a global leader in digital business services, announcing plans to expand its operations in Kenya by hiring up to 5,000 locals.
John Kipchumba Tanui, Kenya’s Principal Secretary for ICT and the Digital Economy, described the development as a “historic step” during a strategic partnerships event on Friday. The event, held at the TRIFIC North Tower Special Economic Zone in Nairobi’s Two Rivers area, celebrated milestones in Kenya’s BPO sector and honored Gary Slade, CEO of Teleperformance UKISSA.
“This historic step underscores Kenya’s journey toward becoming a global hub for BPO, creating meaningful employment opportunities for our youth, especially those entering the workforce for the first time,” Tanui stated.
Government-led digital infrastructure powers BPO growth
The Kenyan government is actively enhancing infrastructure to support the expanding BPO sector. Tanui highlighted initiatives such as accelerating fiber connectivity nationwide and establishing 1,450 digital hubs—one in every ward. These hubs aim to empower local entrepreneurs and returning diaspora professionals to establish BPO ventures.
“To support this growth, we are accelerating fiber connectivity projects to ensure BPO companies can set up operations in any part of the country,” Tanui added. “This partnership is a testament to Kenya’s potential to lead in the global BPO market.”
Kenya offers competitive advantages for outsourcing firms
Kenya’s skilled workforce, cost-effective business solutions, and linguistic diversity have made it an attractive outsourcing destination. Slade emphasized these strengths, noting that their new facility at TRIFIC will accommodate up to 5,000 employees.
“This operation will bring significant employment opportunities to the region… We are excited about the future potential of this hub,” Slade stated.
Vision 2030: Kenya’s BPO sector set for exponential growth
The BPO sector is central to Kenya’s Vision 2030 economic blueprint, which aims to create over 200,000 jobs and contribute 10% of GDP. Globally valued at $262 billion, the industry is experiencing rapid growth across Africa.
A report by CCI Global projects that Africa’s BPO workforce will more than double by 2030, with Kenya among the leading beneficiaries alongside South Africa and Egypt.
As international firms increasingly invest in Kenya’s outsourcing market, experts view the sector as pivotal in addressing unemployment and driving economic transformation.