The business process outsourcing (BPO) and information technology–enabled services (ITES) sector is a vital source of employment for Africa’s young workforce, supported by government initiatives to attract global outsourcing demand.
The question: The sector is booming—1 million+ jobs and growing—yet the rise of AI could change the shape of many jobs, especially for women, young people, and entry-level workers. Caribou, along with Genesis Analytics, has prepared a report in partnership with the Mastercard Foundation, exploring how Africa can turn this shift into a springboard for inclusive growth.
The analysis: We identify four key job families that comprise the sector: Customer Experience, IT-Enabled Services, Finance and Accounting, and AI Data Services. Across these families, a task-level analysis finds that nearly 40% of tasks in the sector could be automated by 2030. Junior roles and those predominately held by women are more susceptible to automation. Only 10% of those tasks are fully resistant to automation.
The challenge and opportunity: AI will transform outsourcing work—but it doesn’t have to reduce opportunities. If we act now, it can become a powerful tool for innovation, inclusion, and job creation.
The solution: Strategic upskilling, ethical AI practices, and investment in rural outsourcing hubs can help protect and grow meaningful work—especially for those currently at the start of their careers or in underserved areas.
