E-Business
Africa now Outsourcing Sector Destination of Choice

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.
E-Business
Kaspersky Discovers Vulnerability in Qualcomm Snapdragon Chips that can Lead to Data Loss & Device Compromise

Kaspersky ICS CERT discovered a hardware-level vulnerability affecting Qualcomm chipsets that are widely used in a range of consumer and industrial devices, including smartphones and tablets, car components, IoT devices and more.

The vulnerability resides in the BootROM – firmware embedded at the hardware level. Attackers could potentially get access to any data stored on the device or device sensors like camera and microphone, implement complicated attack scenarios and in some circumstances get full control of the device. The results of the research were presented at Black Hat Asia 2026.
The vulnerability affects Qualcomm MDM9x07, MDM9x45, MDM9x65, MSM8909, MSM8916, MSM8952 and SDX50 series and was reported to Qualcomm in March 2025. Qualcomm formally acknowledged the vulnerability in April 2025. It has been assigned a CVE-2026-25262. Other Qualcomm-based chips may be affected as well.
Kaspersky researchers explored the Sahara protocol, a low-level communication system used when a Qualcomm chip enters Emergency Download Mode (EDL) – a special recovery mode designed for repairing or restoring smartphones or other devices. Sahara acts as the first step that allows a computer to connect to the device and load software before the operating system on the device starts.
Kaspersky demonstrated that a security flaw in this process could allow an attacker with physical access to the target device to bypass key security protections in the chip, compromise the secure boot chain and, in some cases, deploy malicious applications and backdoors to the chip’s Application Processor, thus fully compromising the entire device.
For example, in cases when the target device is a smartphone or a tablet, the attacker can potentially get access to entered user passwords, and subsequently this opens further access to multiple types of sensitive user data, such as files, contacts, location, access to the devices’ camera and microphone, etc.
A potential attacker only needs a few minutes of physical access to a device to compromise it. Therefore, if a smartphone has been sent for repair or left unattended for a short time, one can no longer be sure it is not infected. Researchers warn that the threat extends beyond end-user scenarios to include potential compromise during the supply chain phase.
“Vulnerabilities like this may allow attackers to deploy malware that is difficult to detect and remove. In practice, this could enable covert data collection or influence device behaviour over extended periods of time.
“While a reboot might seem like an effective way to remove such malware, it cannot always be relied upon: compromised systems may simulate a reboot without actually resetting. In such cases, only a complete loss of power – including battery depletion – guarantees a clean restart,” comments Sergey Anufrienko, security expert at Kaspersky ICS CERT.
Kaspersky advises organisations and individual users to exercise strict physical security control over devices including at the supply, maintenance and decommissioning phases. A reboot of the device by cutting off the power supply to the affected chip (if available) or full battery discharge may help to get rid of the malware if it was installed.
E-Business
Survey Shows Gaps in Cybersecurity Policies and Employee Commitment Leave Organisations Vulnerable

A recent Kaspersky survey entitled “Cybersecurity in the workplace: Employee knowledge and behaviour”, showed that 39% of professionals in the Middle East, Turkiye and Africa (META) region, consider cybersecurity rules in their company to be excessive or not fully appropriate.

While 7% noted that their organisations do not have cybersecurity rules or that they are not aware of them. These results show a disconnect between corporate cybersecurity policies and employee commitment to these rules, underscoring the risks associated with shadow IT and unmanaged device usage in the workplace.
Shadow IT is defined as the use of unauthorised software, devices, or services without IT oversight, and it has evolved into a critical business risk. While often driven by employee productivity needs, it creates blind spots for IT departments.
The rise of hybrid work environments, increased reliance on cloud-based tools and the spread of AI tools have accelerated this trend. Without robust cybersecurity management and oversight, organisations face heightened exposure to ransomware attacks, data leaks, and regulatory penalties.
19% of survey respondents in the META region said there are no policies regarding the use of non-corporate devices in their company. 35% of employees admitted that they can use their own devices to access business information, provided they have some type of cybersecurity protection, even consumer-grade software.
On the positive side, 21% said they can use their own device, but these must first pass more stringent corporate IT security checks; while 25% of respondents indicated that only devices provided by the IT function can be used for work purposes.
The situation is significantly better with permissions for employees to install software on corporate devices without IT department’s approval. 50% reported that only IT specialists in their company are allowed to install software, while in 31% of organisations only top management or designated users can do so. 11% of employees can install software that is approved by the IT team. However, 8% of respondents said that all users can install any software they need without IT agreement in their organisation.
At the same time 21% of professionals surveyed acknowledged that within the past year they installed software on their work devices without IT supervision. That highlights a persistent shadow IT challenge that continues to expose organisations to security vulnerabilities, compliance risks, and data breaches.
“Shadow IT is now a mainstream operational risk. When one in five employees installs software without IT oversight, it signals a policy gap. Many organisations already have security policies in place, but employee perception must also be considered.
Organisations should move beyond restrictive controls and instead implement intelligent, user-centric cybersecurity strategies that combine strategies that integrate technology with employee awareness and responsible use,” said Toufic Derbass, Managing Director for the META region at Kaspersky.
E-Business
Microsoft Faces £1.7Bn Cloud Lawsuit in UK over Alleged Market Abuse

Microsoft is facing a £1.7 billion ($2.3 billion) class action lawsuit in the United Kingdom over allegations that it abused its dominant market position in cloud computing.

Microsoft
The case, filed before the Competition Appeal Tribunal, was brought by Maria Luisa Stasi on behalf of about 59,000 British businesses and organisations. It alleges that Microsoft unfairly imposed higher costs on customers running its Windows Server software on rival cloud platforms.
Stasi said the company’s practices have had a significant financial impact on both public and private sector organisations over several years.
In allowing the case to proceed, the tribunal ruled that it has a “reasonable prospect of success.” The judges noted that Microsoft is alleged to have abused its dominance in the paid server operating system market to undermine competition in the cloud services space.
If the claim succeeds, compensation for affected organisations is estimated to range between £1.7 billion and £2.1 billion.
Microsoft has rejected the allegations and confirmed it will appeal the ruling. A company spokesperson said the decision does not represent a final judgment on the claims and that it disputes the substance of the case.
The lawsuit comes as regulators in the UK and the European Union intensify scrutiny of Microsoft’s cloud business practices. UK authorities are currently assessing whether the company should be designated as having “strategic market status,” a move that would subject it to stricter competition rules.
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