• Company to invest about $378 million globally over two years

• Africa to receive 94 % of funding, targeting seven key markets

• Spending focuses on jobs, training, AI tools, and new infrastructure

CCI Global, one of Africa’s leading call-center operators, plans to invest about $378 million over the next two years to expand its operations in Europe, the Middle East, and Africa.

According to data shared with Bloomberg, 94 % of this amount — about $355.3 million — will be invested in Africa, compared with 5 % in the Middle East and 1 % in Europe. The African markets targeted include South Africa, Kenya, Rwanda, Ethiopia, Ghana, Botswana, and Egypt.

“This distribution reflects CCI Global’s continued focus on Africa as the heart of its operations, while deepening its presence in Europe and the Middle East to support global clients more seamlessly,” said the Dubai-based group.

More than half of the company’s planned investment will go toward workforce expansion, training, and development across all regions. Another 38 % will be dedicated to integrating artificial intelligence, automation, and other advanced customer-experience technologies, while 10 % will be used to open new offices and upgrade infrastructure.

CCI Global is one of the largest business-process outsourcing (BPO) and customer-experience service providers on the continent. The group employs about 15,000 people and serves more than 80 companies across telecommunications, media, mobile technology, financial services, hospitality, and healthcare.

Customer-service outsourcing by global companies could create up to 1.5 million new call-center jobs in Africa by 2030, according to a report released in August by CCI Global and consulting firm Everest Group. About 85 % of global companies are actively considering Africa for customer-service outsourcing, with strong interest in South Africa, Kenya, and Egypt.

Walid Kéfi