Ghana’s Business Process Outsourcing (BPO) and Global Business Services (GBS) sector is poised for significant growth, with the Business Outsourcing Services Association Ghana (BOSAG) actively seeking stronger government collaboration to achieve its goal of creating 100,000 jobs for young Ghanaians. This strategic push aims to elevate Ghana’s standing as a competitive global outsourcing hub, as highlighted during the inaugural High-Level Government–Industry Roundtable. The event was co-organized by BOSAG and the Tony Blair Institute for Global Change (TBI), hosted by Concentrix, under the theme “Positioning Ghana as a Competitive Global BPO/GBS Destination: From Strategy to Execution.”
Government’s Crucial Role Emphasized
Kojo Hayford, Board Chair of BOSAG and CEO of eSAL, stressed the indispensable role of government in fostering the BPO/GBS sector’s expansion. He articulated that a supportive policy framework, robust skills development initiatives, and adequate infrastructure are vital. Hayford emphasized that dedicated government leadership and coordinated efforts are key to building investor confidence and ensuring sustainable, large-scale job creation.
The roundtable convened senior government officials, industry leaders, and development partners. Discussions focused on critical areas including policy coordination, enhancing investor confidence, developing relevant skills, enabling infrastructure, and improving market access.
Industry Leaders Highlight Growth Potential
Ryan Keilloh, Country Manager for Concentrix Ghana, shared insights into the company’s successful operations. Concentrix, a global leader with a presence in over 70 countries, has already employed over 1,200 individuals in Ghana. Keilloh noted that more than 130 employees have been promoted to leadership roles within the current year.
Concentrix intends to expand its footprint in Ghana, aligning with increasing demand for business services. This expansion is expected to create further employment opportunities for Ghanaian youth, reinforcing the country’s appeal as a prime location for global business services delivery.
Key Priorities for Sector Advancement
Nana Aba Edzie, supported by Daniel Busscher from the Tony Blair Institute for Global Change, highlighted that government enablement is paramount for unlocking the sector’s full potential. Deliberations identified five priority areas requiring immediate, coordinated action: political advocacy and investor confidence; skills alignment; demand generation; infrastructure and real estate repurposing; and market access and enabling reforms.
Strengthening political backing, they noted, would signal a clear commitment to investors regarding Ghana’s dedication to the long-term growth of the BPO/GBS sector. Collaboration between government and industry, particularly through the One Million Coders Programme, is essential for establishing a direct training-to-employment pipeline.
Government Reaffirms Commitment to Digital Transformation
The Minister for Communication, Digital Technology and Innovations, Hon. Samuel Nartey George, affirmed the government’s commitment to supporting the sector. He described BOSAG as an instrumental element in Ghana’s digital transformation agenda.
The Ministry will collaborate with agencies such as the Ministry of Trade, Ministry of Foreign Affairs, and the Ghana Investment Promotion Centre (GIPC). This collaboration aims to bolster initiatives for investor attraction and market access.
Focus on Employable Skills and Regional Expansion
Minister George announced the official commencement of the One Million Coders Programme across more than 150 training centers nationwide. He emphasized that the government’s focus extends beyond training numbers to ensuring tangible employment outcomes for graduates.
He challenged BOSAG and industry players to clearly define the specific skill sets required by outsourcing companies. This information will enable the government to tailor training programs to meet market demands effectively.
The Minister also encouraged outsourcing firms to consider expanding their operations beyond Accra. Such expansion could leverage lower real estate costs and access to multilingual talent in other regions, supporting diversified service delivery. The government is prepared to repurpose state-owned properties for BPO/GBS operations where concrete demand exists.
Ghana’s Position in the Global Outsourcing Market
David Gowu, CEO of BOSAG, pointed out that Africa currently holds a small fraction, just 2.8 percent, of the global outsourcing industry, which is valued at approximately $1.5 trillion. While countries like South Africa, Egypt, Morocco, and Tunisia are actively promoting themselves as outsourcing destinations, Ghana’s growth has been largely organic.
Gowu revealed that major global firms, including Teleperformance and Concentrix, have collectively employed over 2,500 full-time staff in Ghana. The broader BPO/GBS sector has provided employment for more than 20,000 young people locally.
He highlighted the sector’s significant potential to absorb unemployed graduates, generate foreign exchange, and contribute to economic growth through tax revenues and ancillary services. “We want companies to come to Ghana, set up here, employ our people here, and allow them to build careers while contributing meaningfully to the economy,” Gowu stated.
Ghana’s BPO Sector Has ‘Emerged’
Mavis Ampah-Sintim-Misa, Board Chair of the National Communications Authority (NCA) and BOSAG Board Member, declared that Ghana’s BPO and GBS industry has moved beyond the emerging stage. She urged local and international operators, buyers, and investors to capitalize on the opportunities Ghana presents.
Ampah-Sintim-Misa stressed the importance of deliberately packaging and communicating Ghana’s positive positioning within West Africa. She noted that the country’s strong fundamentals are sometimes overshadowed by negative external perceptions. A clear and confident national narrative, she concluded, is crucial for attracting investment and maintaining momentum in the sector.
Looking ahead, the focus will be on sustained collaboration between BOSAG and government agencies to implement the identified priority areas. This includes refining skills development programs, actively engaging potential investors, and developing targeted market access strategies to ensure Ghana achieves its ambitious job creation targets and solidifies its position in the global BPO/GBS landscape.
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