Outlook

International

Domestic; regional leader (East Africa)

Domestic; regional leader (West Africa)

Domestic

Domestic; regional connections to Kenya and Tanzania

Market focus

Local and global

Local and regional; subcontracted work from India and intermediaries connecting the US market

Local; subcontracted work from India; some offshore work for the US market

Local; the US market in the past

Local and regional; intermediaries connecting the US market

Types of firms

Domestic and international firms; UK firms dominate

Domestic firms; international intermediaries and Indian-origin firms

Domestic firms; established presence of Indian-origin firms

Domestic firms; established presence of Indian-origin firms

Domestic firms; international intermediaries and Indian-origin firms

Value-added activities

Diversified activities with a mix of high to low value-added work

Low value-added (prevalence of subcontracted work e.g. transcription, digitization, image tagging); failed attempts at high-value work

Low value-added (inbound and outbound customer service; outbound sales; digitization)

Low value-added (inbound and outbound customer service; document conversion; transcription)

Low value-added work (customer service; subcontracted work e.g. digitization, image tagging)

Urbanized geography

Three cities (Johannesburg, Cape Town, and Durban)

Concentrated around Nairobi

Concentrated around Lagos and Abuja

Concentrated in Accra

Concentrated in Kampala