CxO edited - Outsource Global

Operational Excellence

Operational Excellence Archives - Outsource Global

 Amal Hassan founded Outsource Global in 2016 to leverage the readily available resources unique to Nigeria in terms of skilled manpower.

On the 14th and 15th of September, 2022, the annual <a href="https://cxoutsourcers.com/">CXoutsourcers </a>mindshare event had Las Vegas, Nevada, swarmed by over 80 senior customer experience outsourcing leaders, analysts and executives, including our very own Amal Hassan, the CEO of Outsource Global Technologies Ltd. The first day concentrated on blending technology with the human touch, emerging vertical industry opportunities, blockchain in CX, hybrid work models and top nearshore and offshore locations. On the second day, discussions were focused on employee experience (EX), 21st-century talent development and CX buyer pain points.

These experts discussed the fragmented customer experience journeys, especially among American banking brands. For example, the U.S state of multichannel customer service reported that over 66% of customers get discouraged before they get on a phone call with a bank call centre agent. Furthermore, just 58% of financial institutions prioritise it, although 76% of clients desire a genuinely omnichannel experience, which does not help. Again, only 10% of banks claim seamless customer service is a high priority, even though 31% of clients want it from retail banks.

The winners of Genesys' 17th annual Customer Innovation Awards across numerous vertical industries were announced, giving the US additional reason for optimism. Genesys is a world leader in CX technology. The winners of the category categories included UnitedHealth Group, Rabobank, Cathay Pacific, and Accenture.

In Canada, Walmart has implemented a cutting-edge AI technique to identify when products are out-of-stock on shop shelves. Walmart Canada will roll out the new technology created by Focal Systems following a 70-store pilot. Cameras automatically detect the real-time stock availability on shelves, and the store personnel are informed of the modifications so they can replace the stock or place new orders.

United Arab Emirates (UAE) travel agencies attempt to improve their super app-enabled digital CX journeys. Musafir.com, an online travel agency that offers a one-stop-shop mobile and web super app offering various services, including flight bookings, visa applications, and e-hailing, is leading the drive.

Adyen, a fintech company in the Netherlands, has introduced its Real-Time Visa Account Updater (VAU) to Europe. Real-time VAU coverage automatically updates Visa accounts, allowing European businesses to improve CX and reduce forced churn while increasing revenue and authorisation rates from card-on-file payments.

According to general CX news, 33% of customers gave up on the account registration procedure because it took too long to complete the required information. According to SC Media research results, 24% of customers have given up trying to complete their purchases because they had to register an account. Other research showed that 63% of customers would transfer to a rival with a less complicated authentication procedure—an exciting finding: 83% of consumers are more devoted to brands that maintain consistency across all platforms.

On the 14th and 15th of September, 2022, the annual CXoutsourcers mindshare event had Las Vegas swarmed by over 80 senior customer experience

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Humans of Outsource

Humans of Outsource Archives - Outsource Global

Operations Manager Ruth Ishimadoo Orkar talks about her experience at Outsource Global. In this inspiring interview, she delivers how much of an impact she and her team at Outsource Global have made.

My experience at Outsource Global has been a great one so far. I have so much fun, I always want to go to work with my colleagues. All I wanted to do was a good job. But while I started as a regular customer service representative in October 2016, by 2017 I had been promoted to 3 leadership positions, from a team lead to supervisor to my current position as an operations manager. As all these promotions happened in one year, it taught me that hard work pays off. I was promoted quickly because I took on the company like it was my own. I went out of my way to make sure everything was done. I have been able to use the story of my growth during orientation to encourage and motivate new employees. I always tell them that nothing is impossible; they should work hard and put in their best every opportunity they have.

I also love what I do. I started as an agent, I have always enjoyed going to work. I have so much fun I want to go to work with my colleagues. You learn so much on the job, so much about the company. It isn't about selling a certain product— but we are helping people and changing lives on a daily basis. 

I would want to say I am a people person. I studied sociology, and what really drives me is the need to empower others. Growing up, I always wanted to be a youth counsellor. I worked with a lot of troubled adolescents who came from broken homes, and I just realized that they needed love. They needed someone to love them. From there, I just said, ‘OK how can I make a difference? How can I change in my little way?’

Now, I get to empower employees daily, no matter how small the task or activity may be. The important thing is how to make people better than they were yesterday. Every task that I carry out is related to the productivity or performance of the people and how best we can help them as a team achieve their goals. Outsource has become a home to me. The organization has made my stay comfortable and allowed me to be myself. Because we share the same beliefs and values, and from that, I know that this is the right place for me. 

It has been a great ride so far. I highly value the support system, from the coaching to the feedback, to the development sessions. I value not just my direct supervisors and bosses to whom I report, but also people in other departments who have still supported me when I had challenges, or when I felt low. The company has helped me grow and ultimately has made me a better version of myself. 

When I came to Outsource, I was a shy person who did not like public speaking. Outsource challenged me to overcome my fears by promoting me to a leadership position where I had no choice but to win. I can proudly say I am a bold, confident and more outspoken person and there is no longer ‘can’t do it in my dictionary.

How do you hope your team perceives you, and why is that important to you?

I would describe my leadership style as democratic, as I want my direct reports to be carried along in decision-making because most times they will be executing or implementing the actions. This is also to empower them so they can start making some of their own decisions for the team. I came up through the ranks; I know what it feels like to be in each position, so I try to picture myself in their shoes, and this helps me better communicate with the team.

What are you most proud of accomplishing in your position?

Well, it’s really hard to manage people, so I look at being a successful manager as an accomplishment. I’ve been in this current operations manager role for about three years and it’s been one of the most difficult things. What I’ve noticed is that a lot of people will want that promotion, but they don’t want to do the work.

Trying to get to do the necessary work has been really challenging for me because I don't  want to be that type of leader where I'm like ‘Just Do It ‘ and expect  it to get done. I really have one of the best teams, but when I’m looking at all of the supervisors and all of the people that report to me, I realize it was a lot of hard work.

You’re dealing with different people, with different backgrounds, and you have to get them to be able to effectively do their jobs. So, I manage people to be able to manage other people, to manage other people, to get the front-liners to do what they’re doing.

What do you see for yourself at OTGL over the next five years? and where do you see the company?

In the next 5 years, I see myself as the Chief Operations Officer, COO. In addition to that, I plan to start up an NGO to reach out to less privileged women and youth by creating job opportunities for them. 

At the rate Outsource is going, in the next 5 years, I see us being more internationally recognized for having a diverse portfolio of clients. I see us employing over 6000 staff in different locations across Nigeria. The company is doing well so far, and we can achieve our goal of being the number 1 outsourcing destination in Africa. 

What’s the best advice you can give to someone who just started at Outsource? 

I would say the same thing I tell those who take my orientation class: Write down what goals you want to achieve while being at Outsource and work towards them. Let our core values guide you during your stay. Learn as many skills as you can and push yourself to overcome your challenges. In your own little way, make sure you can contribute to Outsource reaching its vision and mission.

What do you like to do when you are not working?

In my free time, I enjoy watching crime documentaries/series, playing board games such as chess or scrabble, hanging out with family and friends, cooking, and going restaurant hopping (I love good food).

People think I am a boring workaholic, but my middle name is Drama Queen! I love to goof around and make people laugh. I love listening to rap music and rapping along.

Operations Manager Ruth Ishimadoo Orkar talks about her experience at Outsource Global. In this inspiring interview, she delivers...

Meet Our Operations Manager - Ruth Ishimadoo Orkar - Outsource Global

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Meet Our Operations Manager &#8211; Ruth Ishimadoo Orkar

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History

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Amal Hassan

Amal Hassan Archives - Outsource Global

BPO Archives - Outsource Global

Business Process Outsourcing

Business Process Outsourcing Archives - Outsource Global

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Nigeria

Nigeria Archives - Outsource Global

Outsource Global Archives - Outsource Global

Women in Business

Women in Business Archives - Outsource Global

Outsource Global is the premier Business Process Outsourcing (BPO) company in West Africa today, but its origins required patience, perseverance, and resilience. Founding CEO Amal Hassan knew she wanted to build a company that directly benefited Nigeria, extensively researching and refusing to give up until she found the best-suited solution.

Amal knew that Nigeria had the perfect recipe for success due to its inherent advantages with an abundance of English speakers, university graduates, and an eager workforce in the midst of a population boom of over 200 million. Hailing from Kano, in Northwest Nigeria, she recognized the progressive impact she could have on her own community, creating positive channels between Africa and the other major economies around the world.

After obtaining her Bachelor in Sciences and an MA in Business Administration from the Bayero University in Kano, she went on to work as an instructor at training centers locally, working with men and women alike to stimulate their own learning. Amal opened an IT training center in Kano to enable students to acquire IT skills and broaden their job prospects.

In the words of Julie Dirksen; “Learning experiences are like journeys. The journey starts where the learning is now and ends where the learner is more successful.”The center had trained over 3,000 people by 2005. The impacts of Amal’s training at the center cultivated high skilled graduates with outstanding technical skills. Yet to her surprise, the graduates struggled to find jobs. She realized she needed a long-term solution to benefit these specialized potential employees.

The mission to create a profitable company required determination, grit, and focus. There was a gap between the well-educated, tech-savvy Nigerian population and the aftermath of radical terrorist groups in the region.

The economic cost of terrorism in Northern Nigeria increased between 2010-2016 with negative consequences for businesses. The impact of terrorism on emerging businesses in Northern Nigeria was dire with the daily displacement of people living on the brink. This affected the ease of doing business in the region and scared potential investors due to increasing insecurity in the region.

Faced with the challenge of setting up a business as a woman in Northern Nigeria due to ethnic and regional stereotypes, Amal remained dauntless with her goal to bridge the gap by empowering Nigerian Women through the provision of jobs and other employment opportunities.

The first attempt to found <a href="http://outsourceglobal.com" target="_blank" rel="noreferrer noopener">Outsource</a> as a company was in 2009 when the national unemployment rate was at 30 percent. Amal tried to open the first office at a Kano government building but faced pressure from the unstable government and its investor structure. Just when the company was nearing completion, these logistics forced her to start again.

Amal was undeterred by the business structures in place at the time. The mother of four (two borns while she completed her university degree in Kano) greatly understood the value of patience. She had a vision of a booming Nigeria and persevered without being demoralized. There was still massive potential for growth with her undying passion to foster economic development through a growth-enabled career path for knowledgeable youths and women.

The Birth of Outsource Global

Having learned the value of not giving up, Amal started Outsource four times in a span of eight years. Moving to a new office in Kaduna, she picked up without resting her oars despite investors pulling out from her enterprise at the final stages of the launch. Abuja was her next destination on her quest to establish a sustainable business enterprise. Inspired by the impacts of Outsourcing in India and its effect on their economy, Amal Hassan founded Outsource Global in 2016 to leverage the readily available resources unique to Nigeria in terms of skilled manpower.

She begun this ambitious journey by setting up a contact center considering Nigeria’s inherent advantages which include a high number of unemployed young graduates with technical skills, good proficiency in spoken English and a favorable time zone compared to other Outsourcing countries.

With job creation, Amal found she could tackle national problems such as unemployment by focusing on people-driven solutions to create job opportunities tailored to different professionals. She understood that in business, patience is a requirement. You cannot expect to have a tree full of fruit tomorrow if you just planted the seed today.

Outsource Global is the premier Business Process Outsourcing (BPO) company in West Africa today but its origins required patience...

Outsource Origins: The Virtue of Patience - Outsource Global

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Outsource Origins: The Virtue of Patience

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Office Archives - Outsource Global

Founder Institute Mentors join weekly feedback sessions, host office hours, and in general provide you feedback every step of the way. In 

Founder Institute Mentors join weekly feedback sessions and host office hours. They provide you feedback every step of the way. 

In addition, through <a href="https://fi.co/liquidity_pool" target="_blank" rel="noreferrer noopener">Equity Collective</a>, Mentors are invested in the success of your company both during and after the program.

See the list of current and past mentors for the Abuja program below.

Originally published by <a href="https://fi.co/mentors/abuja" target="_blank" rel="noreferrer noopener">Founders Institute</a>.

Founder Institute Mentors join weekly feedback sessions and host office hours. In general, they provide you feedback every step of the way.

Founder Institute Mentors Abuja Virtual 2022 - Outsource Global

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Founder Institute Mentors Abuja Virtual 2022

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IWD Archives - Outsource Global

Women In Tech

Women In Tech Archives - Outsource Global

Founder/CEO Outsource Global, Amal Hassan won the inaugural International Women’s Day Award 2022 at the #IWDNaija Gala in Lagos.

Amal, who was nominated in the Private Sector category, was selected alongside Managing Director Procter & Gambles, Mokutima Ajileye, and Guinness Nigeria Breweries Company.

She was recognized for her outstanding contributions in championing women’s political and socio-economic empowerment in the Nigerian Private Sector.

The Awards Gala was organized by the British High Commission, the European Union Delegations and the Embassies of France, Germany, and the United States of America in partnership with the United Nations Entity for Gender Equality and the Empowerment of Women (UN Women) and the United Nations Development Programme (UNDP).

These awards recognized achievements by women and institutions across political leadership and governance categories, Private Sector, Arts and Culture, Media and Entertainment, Civil Society, and many more.

The theme for this year’s International Women’s Day celebration is “Break the Bias” and it encourages political decision-makers to ensure adequate space is created for women in politics and to advance women’s socio-economic empowerment.

Women deserve to be celebrated for their extraordinary contributions to society, remarkable triumphs, and unmatched fearlessness. Women aim to promote gender equality in leadership, increase women’s economic resilience, and drive inclusion in peace and security in Nigeria.

Amal Hassan was described as a champion who has empowered numerous women and youths through employment and the promotion of gender equality in Nigeria.

The Inaugural International Women’s Day Awards Gala 2022 is an event that celebrates and recognizes champions in promoting women’s leadership and gender equality in Nigeria while inspiring accelerated action in fulfilling this goal.

Outsource Global, a Business Process Outsourcing (BPO) company was birthed by Amal’s vision to provide job opportunities to women and improve their welfare with over 50% inclusion in the workplace. This has become a reality as her company employs over 1000 people with a greater percentage of women.<a href="https://medium.com/m/signin?actionUrl=https%3A%2F%2Fmedium.com%2F_%2Fvote%2Foutsourceglobal%2F255797e42a17&operation=register&redirect=https%3A%2F%2Fmedium.com%2Foutsourceglobal%2Famal-hassan-wins-inaugural-international-womens-day-award-2022-255797e42a17&user=Admin&userId=4ac156f1d2c5&source=-----255797e42a17---------------------clap_footer--------------"></a><a href="https://medium.com/m/signin?actionUrl=https%3A%2F%2Fmedium.com%2F_%2Fvote%2Foutsourceglobal%2F255797e42a17&operation=register&redirect=https%3A%2F%2Fmedium.com%2Foutsourceglobal%2Famal-hassan-wins-inaugural-international-womens-day-award-2022-255797e42a17&user=Admin&userId=4ac156f1d2c5&source=-----255797e42a17---------------------clap_footer--------------"></a><a href="https://medium.com/m/signin?actionUrl=https%3A%2F%2Fmedium.com%2F_%2Fbookmark%2Fp%2F255797e42a17&operation=register&redirect=https%3A%2F%2Fmedium.com%2Foutsourceglobal%2Famal-hassan-wins-inaugural-international-womens-day-award-2022-255797e42a17&source=--------------------------bookmark_footer--------------"></a>

CEO of Outsource Global won an award for her outstanding contributions in championing women’s empowerment in the country's private sector

Amal Hassan Wins inaugural International Women's Day Award 2022 - Outsource Global

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Amal Hassan Wins inaugural International Women&#8217;s Day Award 2022

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Outsourcing

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Partners

Partners Archives - Outsource Global

Ways in Which Nigeria can Alleviate the Global Tech Shortage

The global digital skills gap has hit an inflection point, where demand for IT talent is outpacing an already short supply. In 2020, <a href="https://www.computerweekly.com/news/252509481/Three-quarters-of-global-IT-decision-makers-facing-skills-gaps#:~:text=While%20the%20number%20of%20worldwide,saying%20the%20same%20in%202019.">78% of global IT leaders</a> have indicated that their organizations are suffering from a digital skills gap – a 145% increase since 2016. Almost <a href="https://www.salesforce.com/news/stories/digital-skills-gap/">US$11,5 trillion in cumulative</a> GDP growth will be lost among 14 G20 countries. In a digital-first world, these are alarming statistics.

Originally published by <a href="http://gbs.world/blog/2022/03/29/5-ways-in-which-nigeria-can-alleviate-the-global-tech-shortage/">GBS WORLD</a>

The global tech skills gap has hit an inflection point, where demand for IT talent is outpacing an already short supply.

5 Ways in Which Nigeria can Alleviate the Global Tech Shortage - Outsource Global

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5 Ways in Which Nigeria can Alleviate the Global Tech Shortage

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Multi-Processing Services Outsourcers are Delivering within Growth Partners.

Outsourcers are in a constant arms race in providing bespoke solutions to global clients, driving innovation, collaboration, and improved quality in service delivery. However, clients are demanding even more tailored deliverables through specialized services.

Originally published by <a href="http://gbs.world/blog/2022/03/23/5-multi-processing-services-outsourcers-are-delivering-within-growth-partners/">GBS WORLD</a>

Outsourcers are constantly providing solutions to global clients, with innovative and improved quality in service delivery.

5 Multi-Processing Services Outsourcers are Delivering within Growth Partners - Outsource Global

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5 Multi-Processing Services Outsourcers are Delivering within Growth Partners

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Evolving Trends in Legal Process Outsourcing Services.

An industry that is reaching a point of maturity, Alternative Legal Services (ALS) plays an important and growing role in the global legal sector. According to the 2021 Thomson Reuters Institute Alternative Legal Service Providers Report, the global ALS market is valued at US$14 billion and is shifting from merely providing a cost-saving proposition to being a valuable partner for legal expertise and tech-enabled solutions for global law firms and corporates.

Originally published by <a href="http://gbs.world/blog/2022/03/23/evolving-trends-in-legal-process-outsourcing-services%ef%bf%bc/">GBS WORLD</a>

Alternative Legal Services (ALS) plays an important and growing role in the global legal sector and this involves legal process outsourcing.

Evolving Trends in Legal Process Outsourcing Services - Outsource Global

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Evolving Trends in Legal Process Outsourcing Services

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Awards

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British High Commision

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Chimamanda Adichie

Chimamanda Adichie Archives - Outsource Global

International Women&#039;s Day

International Women&#039;s Day Archives - Outsource Global

Photos of Amal Hassan, CEO of Outsource Global Limited at the 2022 IWD Awards

Amal Hassan with British High Commissioner, US Ambassador to Nigeria, Chimamanda Ngozi Adichie and other guests at the IWD Awards.

IWD AWARDS 2022 - Outsource Global

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IWD AWARDS 2022

KANO WOMEN - Outsource Global

How Kano Women Entrepreneurs Are Bridging Gaps, Changing Narratives

The conference was held in Kano and brought together women in businesses to share their stories. They shared practical advice to help and inspire other women entrepreneurs as well as start-ups. They encouraged them to take their dreams with compassion and pride.

Some of the Speakers are Hajiya Amal Hassan, CEO of Outsource Global; Zainab Buba Galadima, a grassroot politician; Hauwa Bako, CEO HB Green Acres Farm & Agro Allied Ltd; Hajara Masaga, Founder of The Airmingle; Dr Amina Sambo Magaji from Digital Economy, NITDA, as well as Mr Abubakar Suleiman, MD/CEO of Sterling Bank Plc.

Originally published by<a href="https://dailytrust.com/how-kano-women-entrepreneurs-are-bridging-gaps-changing-narratives"> Daily Trust</a>

women in businesses to share their stories and practical advice to help and inspire other women entrepreneurs and start-ups.

Kano Women Entrepreneurs Are Bridging Gaps - Outsource Global

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Kano Women Entrepreneurs Are Bridging Gaps

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Gallery

Gallery Archives - Outsource Global

Photos of Amal Hassan and Outsource Global Staff at the Innov8 Hub Innovation Exhibition

Amal Hassan, Outsource Global CEO with other heads of companies and Secretary of State, Antony J. Blinken attended exhibition to the...

EXHIBITION TO THE US SECRETARY OF STATE - Outsource Global

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EXHIBITION TO THE US SECRETARY OF STATE

Exhibition

Exhibition Archives - Outsource Global

The remarkable spirit of innovation and entrepreneurship in Nigeria.

Listen, it’s particularly a pleasure for me to be here this afternoon.  Two things really struck me when I was last in Nigeria a few years ago. One, was the incredibly vibrant civil society that we see in this country. I had an opportunity to talk to some of its leaders just a short while ago.

But the other thing that really struck me the last time I was here was a remarkable spirit of innovation and entrepreneurship. This is something that I had some experience in seeing when I was here. I was really eager to come here. I wanted to in a sense, see where things are - both to see some of the incredible innovative work that’s been done, but also to try and understand what the environment is like for innovation and entrepreneurship. And how that can be made even better going forward.  

Originally published by <a href="https://ng.usembassy.gov/secretary-antony-j-blinken-at-an-innovation-exhibition/">U.S. Mission Nigeria</a>

commending the remarkable spirit of innovation and entrepreneurship, and understanding what the environment is like for startups.

Secretary Antony J. Blinken at the Innovation Exhibition - Outsource Global

Secretary Antony J. Blinken at the Innovation Exhibition

20211109_205733 - Outsource Global

Photos of Personnel of Outsource Global at the AICIF

Speakers at the conference <a href="https://aicif.org/5th-aicif-speakers/" target="_blank" rel="noreferrer noopener">here</a>.

Gallery of Outsource Global members present at the African International Conference on Islamic Finance on the 8th of April, 2022.

AICIF - Islamic Finance Conference - Outsource Global

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AICIF &#8211; Islamic Finance Conference

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According to a recent report, Nigeria is one of the top 5 business process outsourcing (BPO) destinations in Africa.

Nigeria is one of the top 5 business process outsourcing (BPO) destinations in Africa.

The country is only behind South Africa, Egypt, Tunisia, and Morocco. Nigeria commands $285.8 million of the combined African domestic and international global business services (GBS) sub-sector; estimated at $15.1 billion. It is also expected to grow to $19.8 billion by 2023.

The country is Africa’s largest economy by GDP ($448 Billion). Nigeria’s well-established ICT sector lays an excellent foundation for developing the country’s GBS/BPO sector. It is currently the largest on the continent. Business process outsourcing (BPO) employs about 16, 540 people in Nigeria alone.

Read more: <a class="au ll" href="https://guardian.ng/technology/nigerias-outsourcing-sub-sector-worth-285-8m-employs-16540/" target="_blank" rel="noopener ugc nofollow">https://guardian.ng/technology/nigerias-outsourcing-sub-sector-worth-285-8m-employs-16540/</a>

In the fast rising world of BPO, Nigeria is rapidly emerging as one of the top outsourcing destinations in Africa

NIGERIA RANKS TOP 5 OUTSOURCING DESTINATIONS IN AFRICA - Outsource Global

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Welcome to Our Blog

Our History

Meet Our Operations Manager – Ruth Ishimadoo Orkar

Outsource Origins: The Virtue of Patience

Amal Hassan Wins inaugural International Women’s Day Award 2022

Evolving Trends in Legal Process Outsourcing Services

Poised for Growth: Nigeria’s Burgeoning BPO and Customer Experience Industry

OUTSOURCE GLOBAL Celebrates 5TH anniversary, reiterates commitment to operational expansion and service excellence.

The Road Map: Outsource Global’s 5 Years Timeline

NDESUMMIT: EXCLUSIVE INTERVIEW WITH RAGHAV PRASAD, DIVISION PRESIDENT FOR SUB-SAHARAN AFRICA, MASTERCARD ON LEVERAGING DIGITAL SOLUTIONS

OUTSOURCING TO AFRICA — THE NIGERIA ADVANTAGE

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