Kenya is seeking to strengthen its business process outsourcing (BPO) sector and attract investment from European customer service companies following discussions between government officials and a German delegation representing the customer experience industry.
Kenya’s State Department for ICT and Digital Economy met representatives from the Customer Service & Call Center Verband Deutschland (CCV) to explore collaboration, investment opportunities and ways to connect European businesses with Kenyan talent.
The three-day mission is being facilitated by the GIZ Digital Transformation Centre Kenya through Joerg Uehlin, Global Digital Jobs Lead. The delegation is led by KeBen Barnack, CCV’s Vice President for Members and Events, and includes Friederike Hemker, Deputy Head of Development Cooperation at the German Embassy in Nairobi.
John Kipchumba Tanui, Principal Secretary in the State Department for ICT and Digital Economy, said CCV represents 336 members in an industry employing more than 560,000 people in Germany. The visiting delegation includes representatives from regiocom Customer Care SE, yoummday GmbH, CMX Solutions GmbH, hey contact heroes GmbH, Marketing Insiders Group and Experience Factory GmbH, alongside representatives of the French Customer Relations Association.
The discussions focused on connecting European firms with Kenya’s workforce, strengthening domestic BPO companies and developing a pipeline of skilled professionals through partnerships with training institutions.
Tanui said the government was also keen to understand investor concerns and address potential barriers to market entry, including the ease of doing business, talent development and regulatory processes.
Kenya is positioning itself as a destination for international outsourcing businesses by highlighting its digital talent, English-speaking workforce and time zone, which overlaps with European working hours. Tanui cited more than 10,000 ICT graduates annually and Nairobi’s reputation as the “Silicon Savannah” among the country’s advantages.
The meeting also addressed data protection and progress towards EU data adequacy, which could strengthen confidence in cross-border data transfers and support closer business relationships between Kenyan service providers and European companies.
Artificial intelligence was another focus, as businesses increasingly incorporate AI into customer service and outsourcing operations. Tanui said Kenya would need to invest in relevant skills and responsible AI adoption to remain competitive as the industry evolves.
The government’s priorities include creating more employment opportunities for young people, strengthening Kenyan enterprises and attracting additional investment into the digital economy. The engagement forms part of Kenya’s efforts to expand its BPO and Global Business Services industries by connecting local talent and service providers with international markets.
