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Africa now Outsourcing Sector Destination of Choice

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The salary ranges of African contact centre agents are anything between $546 and $175 per month. Meanwhile, a contact centre manager can earn up to $2 200, to a minimum of $406 per month.

These findings emerged in a new report that plots the growth of global business services (GBS), also known as business process outsourcing (BPO), on the African continent.

The “2021 Africa Global Business Services (GBS) Benchmarking and Market Report” was conducted by Knowledge Executive between February and July.

It is based on profiling surveys of 504 GBS/BPO service providers, delivery centres, analysts and stakeholders across 19 African nations regarded as having mature and emerging GBS and BPO sectors.

Africa’s large youth population and its “competitive” salary and labour costs are among the drivers behind its rise as an industry powerhouse.

The continent has an abundance of educated youth within its labour pool, with many equipped with multilingual proficiency in Arabic, English, French, Portuguese, and some German, Chinese and Italian expertise in some instances, states the report.

This workforce also has high levels of empathy and emotional intelligence. There are also low attrition rates, and strong investor support and incentives.

Speaking during a webinar announcing the report’s findings, Mark Angus, CEO and managing editor of Knowledge Executive, a Pan-African research and media firm, said the African global business services sector is poised for exponential growth over the next three years.

Angus noted that a large population of African youth are entering the labour market. “Youth employees are more suited for GBS operations, as they have the energy, the tenacity to handle the high-paced environment of GBS and BPO operations, especially call centres.”

The salary ranges of African contact centre agents are highly competitive compared to those in the European Union, US and the UK, and range between $175 and $546 per month in terms of salary and labour costs, he stated.

A country-specific focus of the contact centre agents’ salaries shows Tunisia has the highest salary, with $546, followed by Kenya with $534, and $514 in Morocco. Ethiopia has the lowest at $175.

South Africa is number four on the list, with an average monthly salary of $465. At the mid-point are Egypt, Rwanda and Zimbabwe, ranging from $402 to $360 per month.

SA leads as the country with the highest contact centre manager monthly salary of $2 200, followed by Tunisia with $1 702, Kenya $1 616, and Namibia $1 444.

The report also highlights BPO and IT outsourcing as being at the forefront of Africa’s rapid growth rates, bolstered by improved economic governance, relative political stability, as well as focused efforts from African policymakers to support the sector.

Based on market projections, the report shows Africa’s total GBS offshoring market will reach $9.6 billion by 2023, from $7.8 billion in 2021.

Collectively, the domestic and international GBS markets across the continent generate about $15.1 billion in revenue, which is expected to rise to $19.8 billion in 2023.

According to the report, SA and Egypt are the two leading maturing markets.

While many industries have shed jobs during the COVID-19 pandemic, the global business services/BPO sector managed to create job opportunities during this challenging period, and has been identified as key for future employment prospects.

Within the South African context, the BPO sector has witnessed heightened growth. It is also toutedas one of the green shoots that will steer the country’s economic reconstruction and recovery.

The sector is targeting 100 000 new jobs by 2023 and 500 000 by 2030. SA also claimed top spot as the most favoured offshore location for call centres worldwide, based on the 2021 Front Office BPO Omnibus Survey.

In terms of the estimations of the GBS/BPO workforce sizes in each of the key locations, Angus highlighted that SA and Egypt are neck-and-neck, with 261 082 and 240 000 employees, respectively.

He noted that SA’s GBS/BPO industry consists much more of domestic outsourcing workers at over 200 000, and around 43 000 are international servicing workers.

Meanwhile, Egypt is the other way round, with over 198 000 international servicing workers, and just over 42 000 domestic outsourcing workers, he added.

SA is said to be the continent’s largest GBS player by market share (domestic and international), valued at an estimated $4.7 billion.

“The country has a sizeable English-speaking workforce, with competencies across most outsourcing services, including digitally-enabled contact centre and customer experience lifecycle management services.

“Surveyed enterprise executives rated the country best for contact centre voice, back-office processing and customer administration service delivery,” states the report.

Egypt has the second-largest domestic and international GBS market share on the continent, valued at $4 billion (excluding IT services).

“The country offers a highly-skilled, multilingual, diverse talent pool, with competitive labour costs and the second-largest youth population in Africa (36.3 million citizens aged between 18-35 years). The native Arabic language also opens Egypt to the Arabic market of 300 million consumers.”

Turning to Nigeria, Africa’s most populous nation, it boasts a well-established ICT sector – the largest on the continent.

“This feature serves as an excellent foundation for developing the country’s GBS industry, which is already valued at an estimated $286.8 million and employing approximately 16 540 workers,” notes the report.

“Coupled with a focus on sector-specific skills and education, the country stands poised to take advantage of the largest population of English speakers in Africa and the highest number of youths aged between 18-35 years in Africa (53 million).”

The report pointed out that smaller nations are also capitalising on this increasing international demand.

Rwanda is an emerging GBS market, with a large population of English- and French-speakers able to service English and Francophone countries. “It offers reliable and advanced communications infrastructure with 95% LTE network coverage.”

Southern African nation Botswana is another emerging GBS location, with the country said to boast macro-economic stability, attractive investment incentives and a growing pool of educated, English-speaking workers.

Senegal has become a popular French alternative market for BPO services. Ghana has a scalable pool of English-speaking and computer-literate talent and a growing youth population. Zimbabwe has bold GBS development plans based on its highly-educated talent pool for niche services.


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Privacy Crisis May Undermine Local Hosting of Data by Banks, Fintechs

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Nigeria’s weak data protection guardrails may undermine the recent directive by Central Bank of Nigeria (CBN) to banks, fintech firms, and other payment service providers to store payment transaction data generated within the country  local servers.

Privacy Crisis May Undermine Local Hosting of Data by Banks, Fintechs

CBN said that the new rule will start from January 1, 2027, as part of new measures to strengthen oversight of the fast-growing digital payments ecosystem.

This will also provide the country greater control over critical data infrastructure, allowing authorities to easily access records, conduct audits, enforce compliance, and investigate, especially in cases where criminal offenses are involved, reducing delays often caused by intermediation between local and foreign entities.

Apart from data sovereignty, the CBN added that moving transaction records from foreign servers will help drive investments in local data centers and cloud storage capacity.

Though reliable estimates are hard to come by, it is believed that Nigeria loses over N60 billion in hosting data in foreign servers.

But a coalition of civil society organizations (CSOs), has raised concerns over safety measures in place to protect data of Nigerians, despite having data protection laws in place.

The coalition, comprising Media Rights Agenda, Paradigm Initiative, Digital Rights Lawyers Initiative, and Accountability Lab Nigeria, among others, released the “Protected From the State, Not By It: Nigeria’s Data Protection Crisis Is a Crisis of Implementation,” where they criticized regulators’ failure to effectively enforce data protection laws, which led to rising cases of digital fraud and rampant illegal sale of sensitive information.

There have been leaks of sensitive voter, financial, and personal records.

For instance, there was alleged unauthorized access to the Continuous Voter Registration (CVR) database of the Independent National Electoral Commission (INEC) during a nationwide CVR exercise.

INEC earlier released the preliminary findings of its investigation into the matter, saying that it found no external breach of its systems and that the personal information of over 90 million registered voters was not compromised.

Despite this, CSOs argued that the incident underscored the lack of oversight, adding that it showed that while data privacy laws are in place, sensitive information can be easily moved from a secure government database and into the hands of private political entities.

The coalition also pointed out regulators’ failure to conduct human rights impact assessments on public surveillance systems before related programs were deployed, urging the government to act on these issues by subjecting public institutions to the same compliance requirements as private organizations.

“This is the asymmetry at the heart of the crisis: citizens are under-protected from data abuse and over-exposed to state monitoring and punishment,” the CSOs stated.

 

Additional report by coingeek

 

 


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AI-Powered Scams are Biggest Payment Fraud Threat -Visa Report

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Visa, a multinational firm into payment card services says Artificial intelligence enabled scams have emerged as the fastest-growing source of consumer payment fraud globally as cybercriminals increasingly target people.

AI-Powered Scams are Biggest Payment Fraud Threat -Visa Report

Visa stated this in its Mid-year 2026 Biannual Threats Report released on Wednesday in Lagos.

The report said scammers were increasingly using AI tools and social engineering tactics to manipulate consumers into authorising fraudulent payments themselves.Premier League Fixtures

It indicated that from July to December 2025, Visa identified nearly one billion dollars in scam-related activity, making scams the largest category of consumer payment fraud.

According to the report, fraudsters now impersonate trusted brands and institutions, create a sense of urgency and deceive victims into completing seemingly legitimate transactions.

The report said stronger network-level security had reduced opportunities for direct system compromises, forcing criminals to shift their focus to exploiting human trust.

It revealed that fraud involving device tokens declined by 9.6 per cent between July and December 2025, compared with the same period in 2024.

The report identified accelerating scams, growing use of AI in fraud, migration of attacks from technology to people, and evolving ransomware trends as key developments shaping payment security.

It stated that global ransomware activity rose by 26 per cent during the review period compared with the corresponding period in 2024.

However, only 23 per cent of ransomware victims paid ransoms, the lowest level on record, reflecting improved resilience and recovery capabilities, according to the report.

Commenting, Mr Paul Fabara, chief Risk and Client Services officer, Visa, said that payments at network level continued to get safer, but threats were evolving faster than ever

Fabara said criminals were increasingly using deception, urgency and AI-enabled tools to exploit trust, requiring stronger collaboration across the payments ecosystem.

Also, Andrew Uaboi, vice president and Cluster head, Visa West Africa, said AI had significantly lowered the barriers to entry for fraudsters.

“What once required deep technical skill can now be executed with a prompt,” Uaboi said.

He said intelligence-driven defence and coordinated action across the ecosystem were becoming increasingly critical to protecting consumers from emerging threats.

 

 


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How to Build a Safer Cyberworld for People, Business, and Society

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Kaspersky has released its Sustainability Report for 2024–2025, outlining how the company is working toward a safer and more resilient digital future.

The report reflects Kaspersky’s broader commitment to responsible business — protecting people and organisations from cyberthreats, supporting law enforcement cooperation, investing in secure technologies, and helping strengthen the digital resilience of societies and economies.

In 2024-2025, the company continued advancing digital sustainability and strengthening global cyber resilience, reducing thedisruption, financial losses and social risks caused by cyber incidents, and enabling safer and more stable conditions for digital adoption across economies and societies.

Over the period, the number of detected advanced persistent threat (APT) groups and operations has increased significantly — by 74% compared to 2023, supported by intelligence gathered through five dedicated Expertise Centers.

Building a safer cyberworld

A significant part of Kaspersky’s social impact comes from the company’s cooperation with global law enforcement agencies. During the reporting period, the company contributed to joint operations with INTERPOL and AFRIPOL that resulted in the arrest of more than 2,600 suspected cybercriminals.

From a sustainability perspective, this shrinks the opportunities attackers can exploit — making digital environments safer for governments, businesses and individuals, and lowering the long-term economic and social costs associated with cyber incidents.

During the reporting period, Kaspersky formalised its collaborations with AFRIPOL, signing a five-year cooperation agreement, and delivered cybersecurity training to law enforcement representatives from 23 African countries, covering the fundamentals of Security Operations Center (SOC) operations and advanced threat hunting techniques.

This capacity-building work has a compounding effect: as local teams become more capable of independently detecting and responding to threats, the overall resilience of the digital ecosystem increases, while the cost and duration of cyber incidents decrease over time.

Implementing future tech

To effectively protect people, businesses and public institutions from evolving cyberthreats, Kaspersky constantly improves its security solutions and conducts cybersecurity research to stay one step ahead of attackers.

In 2024–2025 the company was granted 155 patents, including 135 AI-related ones. Its global R&D team of around 3,000 employees also produced 373 research publications. Together, these efforts help advance the baseline of secure technologies available to the market.

This reduces systemic vulnerability in digital infrastructure and supports more stable technological adoption at scale.

Responsible innovation frameworks further reinforce this effect. By joining the European Commission’s AI Pact and supporting the UN Global Digital Compact, Kaspersky has aligned its development practices with emerging global governance standards.

This contributes to sustainability by helping reduce the risks of unsafe AI deployment, such as misuse, bias or system exploitation, which could otherwise undermine trust in digital transformation.

The company’s Cyber Immunity approach, implemented through KasperskyOS, adds another layer of long-term sustainability impact by shifting security from reactive protection to architectural resilience.

Instead of repeatedly patching vulnerabilities, systems are designed to be inherently resistant to compromise, which reduces maintenance overhead, lifecycle risk and resource inefficiency in securing digital environments.

Among the new product launches, the Kaspersky eSIM Store expanded the company’s offering beyond cybersecurity into mobile connectivity. By reducing reliance on physical SIM cards and making global mobile access more seamless, the solution supports more sustainable travel and digital lifestyles.

Together with that, Kaspersky also released Kaspersky Cloud Workload Security for protecting cloud workloads wherever they reside: on servers or virtual machines, or in private, public, or hybrid clouds, etc.

“At Kaspersky, we see cybersecurity not only as a technology issue, but as a social one. Every day, people rely on digital services to work, communicate, study, receive services and manage their lives and they need to be able to do this safely.

“That is why our sustainability agenda starts with our core expertise: protecting people, organisations and critical systems from cyberthreats. But it also goes further — through responsible innovation, transparency, partnerships and support for communities.

“This report shows how our technologies, research and cooperation with partners translate into practical impact: fewer risks, stronger resilience and a safer digital environment for everyone,” said Maria Losyukova, Head of ESG & Sustainability at Kaspersky.


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