“Kenya: The Next BPO Powerhouse!”

2 min read

The latest 2023 Education First English Proficiency Index (EF EPI) ranking places Kenya in 19th among a global standing of countries and regions in English proficiency, beating European, American, and Asian countries. This ranking effectively places Kenya as the second-best English-speaking country on the continent after South Africa (1). 

Kenya also outperformed the Philippines (20), Malaysia (30), India (60), Costa Rica (38), Dominican Republic (55), Brazil (70), Panama (71), Guatemala (53), and Mexico (89) among several others. 

This being as it is, you can expect the following changes in the BPO industry:

  1. BPOs will attract more Clients: High English proficiency makes a country more attractive to international clients, especially from English-speaking countries like the United States, the United Kingdom, Canada, and Australia. Clients prefer outsourcing partners who can communicate effectively in English, ensuring smooth operations and reducing misunderstandings.
  2. Experience Market Expansion: Good English skills enable BPO firms to expand their services to a broader global market, not just limiting themselves to specific regions.

Of course, other factors make Kenya the choicest center for BPOs, one of the chief reasons being its access to cutting-edge technology and the internet- Kenya has invested in important telecommunications infrastructure such as submarine fiber-optic cables. This measure has given the BPO industry an affordable and accessible communication network for call centers in Kenya to utilize.

Kenya also boasts of a rich and ripe call center pool-  thanks to free primary education and an initiative taken by the government to offer more university options. Jumping from 7 public universities in 2005 to 30 to date, the country now offers a wider range of training and education options for potential call center agents. These institutions also give a boost to English language skills and soften heavy accents.

As Kenya continues to leverage these advantages, its BPO sector is poised for substantial growth and increased global presence, reinforcing its status as a leading hub for call centers and outsourcing solutions. Smile, better days ahead.

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