Rwanda is rapidly positioning itself as a central hub for BPOs and ITOs, driven by strategic government initiatives and a highly educated talent pool. Thanks to its stable business environment, skilled workforce, and robust ICT infrastructure, Rwanda is beginning to attract the interest of more and more global companies.

The rise of the BPO/ITO sector in Rwanda

The BPO sector in particular is experiencing significant growth, currently employing around 3,000 agents with the capability of expansion to 5x the current number within the next 5 years. 

This growth trajectory is supported by the presence of international companies such as CCI Global, TekExperts, with new multinational and local entries appearing over the next few months to establish operations. These firms are drawn to Rwanda by its favourable business climate, as well as its political stability, transparent governance, and proactive approach to economic development.

Government support and strategic investments

A large part of Rwanda’s emergence as a BPO and ITO hub is due to the continued support of the Rwandan government, which has been instrumental in fostering the growth of these sectors. Through its "Digital Exports Strategy," the government is striving to position Rwanda as a reliable destination for offshore business services. This strategy includes substantial investments in education, particularly in IT and science-related programs, and the development of critical infrastructure such as reliable internet connectivity and state-of-the-art data centres.

Rwanda's commitment to becoming an information and communications technology (ICT) centre is backed by initiatives like the Smart Rwanda Master Plan and the establishment of Kigali Innovation City. These projects aim to create an environment for innovation and entrepreneurship, providing resources and support for tech startups and established firms alike.

A large pool of skilled IT professionals

For ITOs, Rwanda offers a growing pool of well-educated IT professionals. The country boasts several prestigious educational institutions, including Carnegie Mellon University, the African Institute of Mathematical Sciences, and the African Leadership University, which produce a steady stream of graduates in engineering, computer science, and IT-related fields. Plus, many Rwandan IT professionals have gained experience working in developed countries, bringing back valuable skills and knowledge. This, combined with the country's bilingual proficiency in English and French, makes Rwandan professionals highly competitive in the global market if you are looking to augment your engineering resources at a fraction of the cost from countries like the US or UK.  Europe has already discovered and is utilizing Rwandan engineering talent, it’s a matter of time before more US companies look for ways to dramatically increase your development output. 

Competitive rates and high-quality services

Rwanda offers competitive rates for BPO and ITO services, making it an attractive destination for companies looking to outsource and meet Corporate Social Responsibility goals. The country's low labour costs, along with a high level of technical expertise, allow businesses to achieve cost savings without compromising on quality. This is especially appealing for companies in need of customer service, software development, and other IT services.

The positive impact of impact sourcing

Impact sourcing is a critical component of Rwanda's BPO and ITO sectors. By providing stable employment opportunities to individuals facing hardships in job placement, impact sourcing not only fulfills business needs but also contributes to social and economic development. This approach has been transformative for communities, offering meaningful employment and fostering economic inclusion.

Companies engaging in impact sourcing in Rwanda are helping to uplift local communities by providing jobs that offer fair wages and opportunities for professional growth. This has a ripple effect, improving the quality of life for employees and their families, and contributing to the overall economic health of the region. What’s more, impact sourcing helps to enhance companies' social scores within their ESG (Environmental, Social, and Governance) metrics, making it a win-win for both businesses and the community.

A commitment to development and growth

Rwanda is a country with a strategic vision and an ongoing commitment to leveraging technology for economic development. Thanks to a stable business environment, a skilled workforce, and robust government support, Rwanda is well on its way to becoming a leading destination for impact sourcing in Africa. As the country continues to invest in its ICT infrastructure and talent pool, the future looks bright for Rwanda's BPO and ITO sectors.

Missed the first two articles in our Spotlight on Rwanda series? You can catch up on them here and here.