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BPO: Roar of the Sleeping Giant

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by Sourin Buragohain

Let’s start this editorial with a story from far away India. Over the last 20 years, India has become the world’s favoured market for Business Process Outsourcing (BPO) companies, among other competitors, such as, Philippines, Brazil, Hungary, Canada, Australia, Ireland etc.

The A T Kearney’s 2016 Global Services Location Index (GSLI) study rated India as number one out of the total 55 countries in the list. According to study, Offshoring to India remains a highly attractive proposition for many global companies. As per Gartner, the cost advantages of outsourcing from India are noteworthy as it costs less than US$ 7,500 per annum for a call center agent in India (cost to company) as compared to $ 19,000 in the US and US$ 17,000 in Australia. That is well over a massive 50% costs reduction for the customers outsourcing their business processes to India.

The Indian BPO sector employs over 3.5 million people directly and provides indirect employment to another million or more – through ancillary industries dependent on the IT-BPO sector. The BPOs in India handle 55% of the global outsourcing market. The annual revenue of the Indian BPO market is more than $26 Billion and contributes around 1% of the GDP.

Africa – The sleeping giant out of its slumber…

Africa is the world’s second-largest and second-most-populous continent. It is so huge that it covers almost a quarter of the total land mass of the world. With 1.1 billion people as of 2014, it accounts for about 16% of the world’s human population. Africa’s population is the youngest amongst all the continents; the median age in 2012 was 19 years, when the worldwide median age was 30 years. So, it is a great, positive irony that Africa, widely accepted as the place of origin of humans in the world, is also the youngest continent in the globe, in terms of population. It is this power of youth and exuberance that will shape the future of Africa. It really is time for Africa in the truest sense of the term!

Lessons for Africa from India success story

  • Making skilled resource readily available in the country – more spending on education and skill development programs for the African youth by the Govts.
  • Low operating costs – cut down on taxes, have a liberalized tax regime – Tax breaks and sops offered by the government
  • Development of special economic zones (SEZs) which also help IT/BPO companies get tax benefits

It is in this context that it is worthwhile to share the success of a company, which is very much an African entity, with registered office in Mauritius and corporate HQ in Lagos, Nigeria. The iSON Group comprises of two main division – the leader in technology services and consulting, helps clients in 29 countries in Africa and Middle East to create digital transformation strategies.

From application development to business process management to AI, Blockchain, Machine Learning, and Big Data Analytics it helps clients to solve the problems effectively and efficiently. Additionally, iSON offers BPO services through iSON BPO, its data analytics is driven BPO arm.

The robust BPO services infrastructure is built on global delivery framework to deliver voice, non-voice and other knowledge process outsourcing (KPO) services through local presence and on-shore/remote support, leading to superior customer experience, highly satisfied customers and growth in business.

iSON Group has been doing business in the IT-ITeS space in Africa since the last 8 years, with its inception in 2010. In its own humble ways, iSON Group has been the pioneer of the BPO industry with an un-matched multi-country presence across Africa.

iSON BPO employs close to 12,000 people across its Africa operations and 99% of its staff are local – Africans, serving African clients and customers.

Having started with 6 countries in Africa, with a large Telecom operator, managing 50% share of the business, iSON BPO has grown to approx 10 countries for them handling 70% share of the business – A testimony of the client’s on iSON’s proven capability and service delivery.

The Top telecom company in Africa has also awarded the contract to iSON BPO for 7 countries to handle their 100 million subscribers end to end with technology. With this, iSON BPO now handles over 150 million customer base in Africa itself.

Besides Telecom sector, iSON BPO also has the presence in Retail, Airlines, BFSI and Technology sectors, across Africa.

iSON BPO, by virtue of the business impact it has created for its clients across Africa, has become the largest partner for most of its clients. Thus it can be inferred, the iSON Group is completely dedicated to the cause of the African dream and has laid out for itself ambitious plans to grow organically within Africa, thereby creating more employment opportunities for the deserving and hardworking African youth.

iSON takes a lot of pride in promoting local talent and this is an essential aspect of its HR / People development delivery.

Thus, the emerging Africa BPO story, a story of endless opportunities, has already begun and iSON BPO has been a flag bearer cum leader in the journey so far, in its own humble ways, doing its bit to fuel this dream for Africa. Africa will need hundreds and hundreds of such #iSONs to propel its dream.

The government and the private sector companies, agencies should encourage, recognize such companies which in turn will inspire a whole new generation of African youth to see and live the African dream. Yes, the time has come for the world to listen to the roar of the sleeping giant, out of its slumber – it’s time for Africa!!!


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Telecom

ATCON Says Telecom Network Under Threat, Urges Stronger Efforts to Protect Infrastructure

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Association of Telecommunications Companies of Nigeria (ATCON), umbrella organization for all telecommunications and ICT companies operating in Nigeria, has warned that telecom networks in the country are under threat from infrastructure attacks and vandalism.

ATCON Says Telecom Network Under Threat, Urges Stronger Efforts to Protect Infrastructure

Tony Emoekpere, president, ATCON, who stated this during an interview with Channels Television, has called for stronger protection of communication infrastructure nationwide.

He also urged  Nigerians to treat telecom assets as critical to national development.

Emoekpere said operators in the telecommunications sector are not indifferent to the quality of service delivered to consumers, noting that industry stakeholders are already working closely with regulators, including the Nigerian Communications Commission (NCC), to tackle persistent challenges affecting network performance.

Emoekpere stressed that many of these challenges are beyond the direct control of operators and require stronger public cooperation in protecting telecom infrastructure.

He added that infrastructure destruction remains one of the biggest threats to service quality and network stability in Nigeria.

According to him, telecom assets should be regarded as essential national infrastructure that must be safeguarded by all citizens.

He said, “We’re here complaining about poor service, but when we see people vandalising infrastructure, we don’t complain; when we see people cutting cables, we don’t report.”

He further urged Nigerians to be more proactive in reporting acts of vandalism to the appropriate authorities.

Emoekpere warned that continued damage to telecom facilities will only worsen the quality of service experienced by consumers across the country.

He called for stronger awareness campaigns to educate the public on the importance of protecting communication infrastructure.

He also emphasized that improving service delivery requires shared responsibility between operators, regulators, and citizens.

He appealed for collective action to safeguard telecom infrastructure, noting that its protection is key to improving connectivity and driving national development


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NIMC Launches WhatsApp, Live Chat Support for Faster NIN Services

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National Identity Management Commission (NIMC) has introduced new digital customer support channels, including WhatsApp and live chat services, to improve accessibility and service delivery for Nigerians and legal residents seeking assistance with National Identification Number (NIN) related issues.

NIMC Launches WhatsApp, Live Chat Support for Faster NIN Services

NIMC

NIMC disclosed this in a statement, saying the initiative forms part of its ongoing digital transformation and customer service reforms.

According to the commission, the new support channels include a live chat feature on its official website and an official WhatsApp platform designed to provide faster and more convenient access to customer support services.

Members of the public can now access support through the Live Chat feature on the NIMC website via www.nimc.gov.ng and the official WhatsApp support line: +234 701 566 6971.

The commission said the initiative aligns with efforts to improve public sector efficiency and enhance access to government services through technology-driven solutions.

NIMC noted that the new platforms would enable users to receive prompt responses to enquiries, real-time guidance, and improved customer interaction without necessarily visiting physical offices.

The commission said the move reflects its commitment to service innovation, citizen-centred engagement, and efficient identity management service delivery.

Under the leadership of Director-General and Chief Executive Officer, Engr. Abisoye Coker-Odusote, NIMC said it had continued implementing reforms and digital solutions aimed at expanding access, strengthening public trust, and improving service delivery.

The commission encouraged Nigerians and legal residents to utilise the official platforms for verified information, assistance, and updates on NIN services and related identity management matters.

It also advised members of the public to remain vigilant and engage only through official communication channels to avoid fraud, scams, and misinformation.

The statement was signed by Kayode Adegoke, Head of Corporate Communications Unit, NIMC.


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QNET Spotlights Mothers as Unsung Heroes of Family Wellness

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As families across the world celebrate Mother’s Day, QNET, a global lifestyle and wellness-focused direct selling company, honours mothers as the everyday force behind healthier homes, stronger families, and more resilient communities. From managing households and supporting family wellbeing to balancing careers and personal responsibilities, mothers play a central role in sustaining daily life. Yet, amid these responsibilities, their own wellness is often overlooked.

QNET

In today’s fast-paced environment, the demands of modern living continue to take a toll on human energy and well-being. Alarmingly, recent surveys indicate that 75% of Nigerian employees experience work-related stress, with 60% reporting persistent feelings of overwhelm.

These pressures are often compounded by economic realities that require many individuals to juggle multiple responsibilities or income streams. For women, particularly mothers, this burden is even greater. Beyond professional demands, they often take on the primary role of managing household well-being, childcare, and daily routines.

This continuous cycle of responsibility leaves little time for rest, recovery, or intentional self-care, increasing the risk of long-term physical and mental strain.

At the same time, access to basic wellness essentials remains a challenge. According to data from the WHO and UNICEF Joint Monitoring Programme, 28% of Nigerians lack access to basic drinking water, approximately 75% lack basic sanitation, two-thirds do not live in premises with a handwashing facility that includes soap and water, while 20% practice open defecation.

In many homes, ensuring safe water and overall family health largely falls to mothers, further reinforcing their central role in household well-being. This reality highlights the importance of recognising and celebrating mothers who consistently take on this responsibility, often placing the needs of their families above their own.

Commenting on the significance of the global observance, Ayokunmi Solesi, General Manager for QNET Nigeria, said, “Mothers are the backbone of many households. They give their time, energy, and care so consistently that their own well-being can sometimes take a back seat. Mother’s Day is an important reminder that supporting mothers’ health and wellness is not just a personal priority, but a family and societal one.”

He added that this perspective aligns with QNET’s 2026 global campaign, “Energised, Every Day,” which focuses on practical solutions that support everyday living. “When mothers are well-supported and energised, it positively impacts the entire household. Wellness should be part of daily life.”

As conversations around health continue to evolve, there is a growing shift towards preventive and lifestyle-based wellness – simple, consistent actions that support long-term vitality. This includes prioritising proper nutrition, hydration, rest, and balance as part of everyday routines, particularly for individuals managing demanding schedules.

Supporting this approach, QNET offers a range of products designed to fit seamlessly into daily life. Its nutritional supplement, EDG3 Plus, provides essential nutrients that contribute to daily vitality and help individuals maintain energy levels throughout busy days.

Recognising the importance of safe hydration in overall health, the HomePure Nova helps improve the quality of drinking water at home, supporting healthier households and reducing exposure to common water impurities.

In many Nigerian homes, where women play a key role in managing family health, access to cleaner water remains an essential part of everyday wellbeing.

Complementing this is the Amezcua Bio Disc 3, part of QNET’s wellness range, designed to support overall wellbeing across different aspects of daily life. Its versatile use within the home – from supporting food preservation to enhancing water quality and contributing to a more balanced living environment – makes it a practical wellness companion for families, particularly mothers managing multiple household needs.

As Mother’s Day is observed this year, QNET encourages families and communities to not only celebrate mothers but also to actively support their wellbeing. By creating healthier homes and encouraging better daily habits, the company reinforces its belief that true wellness begins with everyday choices and with those who hold the family together.


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