Trends to Watch: Kenya's BPO Sector in 2023

Bogner Research Center
March 9, 2023

Business process outsourcing (BPO) is a powerful tool for companies worldwide, allowing for greater efficiency, cost-savings, and improved customer service.

In recent years, BPO has become especially important for businesses in Kenya, which has experienced significant growth in the BPO sector.

With the Kenyan economy progressing, it is expected that BPO will continue to play an important role in the development of the country. In this blog post, we will explore some of the trends to watch in the Kenyan BPO sector in 2023.

Growth of the BPO Sector

The BPO sector in Kenya is expected to continue to grow significantly in the coming years. According to a report from the World Bank, Kenya’s BPO industry is projected to grow by 9.3 percent annually through 2023.

This growth is due to the increasing demand for BPO services from businesses around the world, as well as the increasing availability of skilled workers in the country. The growth of the BPO sector in Kenya is also supported by the Kenyan government, which has made significant investments in the sector. The government has provided incentives for companies to invest in the country’s BPO industry, including tax breaks and other financial benefits. This has allowed the BPO sector to expand rapidly, creating more jobs and helping to drive economic growth.

Focus on Automation and Artificial Intelligence

As the BPO sector continues to grow, there is an increasing focus on automation and artificial intelligence (AI). Automation and AI are expected to play a major role in the future of the BPO industry, as they can reduce costs and improve efficiency.

In Kenya, there is already a significant focus on automation and AI. Companies are investing in technologies such as robotic process automation (RPA), AI-powered chatbots, and machine learning. These technologies are helping to streamline processes, reduce costs, and improve customer service.

Increased Emphasis on Data Security

Data security is an increasingly important aspect of the BPO industry, as companies are handling sensitive customer information. As such, companies are putting an increased emphasis on data security, both in terms of internal processes and external regulations.

In Kenya, there is an increasing focus on data security regulations. The government has implemented a number of laws and regulations that companies must adhere to in order to protect customer data. These laws and regulations are helping to ensure that customer data is kept secure and private.

Rise of Remote Working

The pandemic has had a significant impact on the BPO industry, with many companies shifting to remote working. This is expected to continue in the coming years, with companies increasingly relying on remote working for their BPO operations.

In Kenya, there is an increasing emphasis on remote working for BPO operations. Companies are investing in technologies to facilitate remote working, such as cloud-based solutions and video conferencing. This is helping to reduce costs and improve efficiency.


The BPO sector in Kenya is expected to continue to grow in the coming years, with an increased focus on automation and AI, data security regulations, and remote working. These trends will be key to watch in the years ahead.

Here at Bogner & Partners, we understand the importance of staying ahead of the curve in the BPO sector. We offer a range of services designed to help your business stay competitive and succeed in the ever-changing BPO industry:

  • Expert advice and guidance on the latest trends and technologies
  • Customized BPO solutions tailored to your business needs
  • High-quality customer service and support
  • Cost-effective and efficient operations
  • Access to the latest technological innovations

Let us help propel your business forward in the ever-evolving BPO sector.

The future of BPO starts now!

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