Once dominated by regions like Asia and Latin America, outsourcing is now steadily expanding across Africa. Governments and local operators are beginning to recognize its potential, not only to provide jobs but also to shift economies toward service-driven growth. For Dr. Rinos Mautsa, the founder of Customer Experience Association of Zimbabwe (CXAZ) and co-founder of the Chartered Institute of Customer Management (CICM) in South Africa, the sector’s rise is a defining moment for Africa’s future.
He stressed that Africa’s youthful population, strong work ethic, and lower costs give the continent a unique advantage over traditional outsourcing markets. However, he noted that its real potential lies in adopting technology and positioning itself as a united front in the global market.
“So it was so difficult maybe five years ago because of bandwidth charges. It was so expensive due to the cost of data. We didn’t have our own servers in most African countries. But right now with cloud-based solutions we are competing in Africa. And if you check the labor force, yes, Asia and Latin America offer the same, but I think ours is different. Compared to the Philippines, South Africa is now almost on top of them. Our value proposition is cost-effective, because Africa is way cheaper than other destinations. We also have an affordable labor force with skills in different aspects, and with good work ethic,” Dr. Mautsa expressed.
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