Kenya's Business Process Outsourcing (BPO) expansion under threat due to automation technologies; emphasis on skill development in artificial intelligence (AI)
The Business Process Outsourcing (BPO) sector in Africa is gearing up for significant changes as automation looms large. According to recent reports, up to 40% of tasks in the sector could be automated by 2030. This shift, while promising in terms of efficiency and innovation, raises concerns about the future of the workforce, particularly for young workers and women.
Customer Experience roles, making up 44% of employment in the BPO sector, are especially vulnerable. Half of the tasks in these roles are at risk of automation. Finance and Accounting roles, particularly junior-level positions, also face comparable challenges with nearly two-thirds of their tasks vulnerable to automation.
The urgency for equitable AI upskilling and reskilling programs cannot be overstated. These programs are essential to unlock Africa's $35 billion BPO potential by 2028 and to mitigate the risks of automation for the most vulnerable demographics.
Global companies like Unilever and HCLTech are leading the way in AI-driven workforce reskilling. Unilever's Reskilling Program, while not Africa-specific, illustrates an approach that could be adapted for equitable upskilling, including women and youth. HCLTech's programs emphasize the importance of aligning skill development with evolving technology demands in ITES sectors.
Rodwell Mangisi, Director of Digital Economy Pan African Programs at the Mastercard Foundation, underscores the importance of targeted upskilling programs, particularly for women and young professionals. Charlene Migwe, Program Director at Caribou, stresses the importance of investing in skills development, ethical AI, and inclusive policies to transform the risks of automation into new opportunities for innovation and resilience.
The Kenyan government is also taking steps in the right direction. They aim to create 1 million BPO/ITES jobs within the next five years. However, if no intervention occurs, these changes could disproportionately impact the livelihoods of young workers and women in the sector.
The disparity in automation vulnerability could worsen gender-based inequalities in the workforce unless addressed proactively. Women in the BPO sector perform tasks that are, on average, 10% more vulnerable to automation than those performed by men.
While explicit programs focused solely on African women and young professionals in BPO/ITES are not detailed in the current search results, ongoing digital transformation pressures make such initiatives critical. Further research into regional initiatives such as those by the Smart Africa Alliance, AfCFTA digital skills projects, and major BPO employers operating in Africa (e.g., Teleperformance, iSON BPO) could provide more direct insights.
In summary, while global companies demonstrate scalable models for AI-driven workforce reskilling adaptable to BPO/ITES sectors, specific equitable AI upskilling and reskilling programs targeting African women and young professionals in BPO/ITES are not detailed in the current search results. However, ongoing digital transformation pressures make such initiatives critical, often integrating digital literacy, AI awareness, and adaptable skill-building to future-proof employment.
Venture capital investment in equitable AI upskilling and reskilling programs for African women and young professionals in the BPO/ITES sector could leverage innovation in technology and further education-and-self-development. With the potential automation of up to 40% of tasks in the BPO sector by 2030, there's a pressing need for finance to support these programs to unlock the sector's $35 billion potential by 2028.
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