Business Process Outsourcing

Typical Concerns:
  • Can I find competitive Business Process Outsourcing in Ghana?
  • Does the infrastructure exist for competitive Business Process Outsourcing?
  • Who are the key BPO industry contacts and information sources?
  •  BPO in Ghana 
Ghana scored the highest (followed closely by India) out of the 50 countries ranked on financial attractiveness, which measures compensation cost, infrastructure cost, tax and regulatory cost, in the 2009 A.T. Kearney Global Services Location Index.  Ghana was the 15th overall BPO destination in the same survey.  The Information Technology Enabled Services (ITES) Secretariat states that “Ghana is a favoured BPO destination because Ghana has a large pool of English-speaking labour, competitive labour costs differential to USA and UK and geo-political stability.”
  • BPO Infrastructure
Action is underway to resolve the historical obstacles to growth of the BPO industry:
-    Cost and availability of internet bandwidth,
-    Telecom redundancy, and
-    Adequate buildings.
Bandwidth issues will likely be resolved with the arrival of undersea cables in 2010 that will increase Ghana’s bandwidth by over 20 times, and will provide solutions to the redundancy issues by providing two additional undersea cables.

The World Bank just authorized $44 million for a government automation project that includes funds to address building facilities and training issues for the BPO industry. Lower bandwidth costs should also attract additional private investment.

  • Key Contacts
The Information Technology Enabled Services (ITES) Secretariat of the Ministry of Communications of Ghana is part of the government’s eGhana project to nurture the ITES/BPO industry by addressing obstacles and promoting the changes necessary to sustain the industry in the private sector.  This is the government agency charged with supporting and promoting the BPO industry in Ghana. 
The Ghana Association of Software and IT Services Companies (GASSCOM) is Ghana’s premier trade association for the information technology and services industry. GASSCOM's member companies are in the business of software development, software services, IT-enabled/BPO services and e-commerce.
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