… as AIDEC Digital Hub launches BPO Centre
By Ebenezer Chike Adjei NJOKU
The domestic technology sector has set its sights on capturing a larger share of the lucrative global Business Process Outsourcing (BPO) market with the launch of AIDEC Digital’s state-of-the-art BPO center in Accra this week.
The facility, which offers services ranging from call center operations to artificial intelligence solutions, represents a strategic move to position Ghana as a competitive player in an industry valued at US$321 billion globally and projected to reach US$525 billion by 2030.
“We are building a hub of innovation and a gateway to global opportunities,” Ambrose Yennah, Founder and Executive Chairman of AIDEC Group of Companies, during the opening ceremony.
The development comes at a critical time for Africa’s digital economy. The continent currently accounts for merely two percent of the global BPO market, with South Africa, Egypt and Morocco dominating approximately 87 percent of Africa’s share.
Industry experts believe Ghana has the potential to significantly increase its participation in this sector. “Ghana is a favorable destination for BPO due to our political stability, English as the first language, high percentage of university graduates, and strategic location in Africa,” David Gowu, CEO of Business Outsourcing Services Association Ghana (BOSAG) noted.
Mr. Gowu highlighted that over 20 percent – approximately 500,000 annually – of Ghana’s young people are university graduates, exceeding the sub-Saharan African average of about 12 percent.
“These are the inputs required for companies like Google, Microsoft, and IBM to make a decision to move to our country or give businesses to companies like AIDEC to support them,” he stating, adding that he was optimistic this would improve the employment prospects of young people as only approximately 10 percent of them are employed in the first year.
The new center is expected to play a critical role in addressing youth unemployment, which remains a significant challenge despite the country’s relatively high education levels. BOSAG has set an ambitious five-year target of creating one million jobs in the BPO sector.
The AIDEC Digital Hub offers a comprehensive suite of services including inbound and outbound call center operations, data entry and processing, AI and business intelligence solutions, e-learning, IT training, and software development support. The company has secured authorisation from Ghana’s Cyber Security Authority and implemented robust security measures to meet international standards.
AIDEC’s launch represents the latest development in the company’s evolution since 2020, which has included establishing Ghana’s first AI Center of Excellence and developing various digital platforms. The BPO center is seen as the culmination of a strategic roadmap to create a comprehensive digital ecosystem.
Industry stakeholders stressed that collaboration, rather than competition, will be key to the sector’s growth.
“This is not about competition; it is about collaboration. We need to work together to push this conversation forward and help businesses understand the potential of the BPO industry,” Kafui Amanfu, Executive Director of the Institute of ICT Professionals Ghana (IIPGH) said.
The launch also highlighted a shift in global outsourcing trends, with companies increasingly looking beyond traditional destinations like India and the Philippines. These countries have collectively used BPOs to create jobs, enhance workforce skills, and generate foreign income of more than US$50 million annually.
“In 2012, I was working for Ericsson, and I had a team of over 60 young people in Ghana. Then the company made a decision to move all the technical services to India because the argument was that Ghana could not produce enough talent. I’m happy to stand here 13 years after that, knowing we are now going to reclaim all these businesses back to Ghana,” Mr. Gowu recalled.
International organisations are also supporting Ghana’s BPO ambitions. Isaac Newton Acquah, National Project Coordinator for Ghana’s Tech Sector at the International Trade Centre, noted that his organisation is working with AIDEC and other local companies to transform the sector.
“Climate change is one of the biggest threats, but growing youth unemployment is probably the next biggest threat. The IT/BPO sector is one that can really make a difference in that space,” Mr. Acquah stated.
Industry observers noted that success in this sector will require addressing challenges including reliable internet connectivity, stable power supply, and continued investment in digital skills development.
However, the establishment of BOSAG in November 2024 represents a strategic move to coordinate industry efforts and lobby for supportive government policies.
