BPO and Global Capability Centre Framework 2027-2035
Shaping Africa's Place in Global Services and Outsourcing
This BPO and Global Capability Centre (GCC) Framework 2027-2035 is a Make in Africa proposal for building a strong services sector on the continent. As companies look for places to locate service hubs, Africa offers a young, multilingual workforce and growing digital connectivity. The aim is to move beyond basic outsourcing towards high-value centres that do design, analysis and research in Africa.
Through this Framework, we call on governments, regional bodies and partner countries to build the conditions for this work: reliable connectivity, skills, fair data and trade rules, and investment. It is a proposal, not law. Done well, services can create many jobs in African cities and strengthen the digital economy.
Vision for 2035
Africa as a Home for BPO and Capability Centres
By 2035, this Framework envisions Africa as a trusted location for services and capability centres. The vision includes the following shared objectives:
- Creating many jobs across BPO and GCC work, with growth in secondary cities for inclusive development.
- Mobilising investment so that African cities host both BPOs and high-value centres focused on innovation, research and development.
- Supporting dedicated services parks across the continent, with modern infrastructure, innovation labs and shared workspaces.
- Attracting capability centres from international companies by building digital infrastructure and a deep talent pool, with fair rules on data and cross-border services.
Mission
Building a Shared Services and Capability Centre Ecosystem
- Encourage large-scale investment, making African cities hubs for BPO services and GCC operations.
- Promote digital inclusion by encouraging centres in secondary cities, ensuring balanced growth across regions.
- Support international companies in setting up capability centres in Africa, drawing on its skilled workforce and growing technology infrastructure.
- Strengthen skills programmes to build a talent pipeline for high-value BPO and GCC services, with fair pay and working conditions.
Ease of Doing Business
Streamlined Approvals and Regulatory Support
Make in Africa encourages governments to make business easier for BPO and GCC companies through single-window clearance, which simplifies approvals and processes. We also support regulatory reform that allows flexible operations, such as extended shift work, to support round-the-clock services while upholding worker safety and data protection standards.
We work with governments and regional bodies to help ensure approvals are processed within clear timelines, so African cities are seen as dependable locations for outsourcing and GCC investment.
Conclusion
This BPO and GCC Framework proposes a route for Africa to become a leading location for outsourcing and capability centres. By 2035, the continent can host high-value operations and services, offering companies the infrastructure, talent and fair rules they need, and keeping more of the value in Africa.
BPO and Global Capability Centre (GCC) Framework 2027-2035
Invites investors, BPO leaders and international companies to join this journey on fair terms and help build a digitally capable, economically vibrant Africa.
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The Make In Africa Global Summit (MIAGS) is a global platform connecting leaders, businesses, investors, institutions and policymakers shaping the next era of economic growth across the Global South and Africa.
MIAGS advances South–South cooperation, trade, investment, industrialization, technology, infrastructure and economic resilience, creating platforms for dialogue, strategic partnerships and cross-border opportunities.
Our mission is to strengthen the Global South and Africa’s role in the global economy by connecting capital with opportunity, innovation with markets and economic priorities with action—while fostering a more connected, productive and influential economic future.