Kenya

BPO/CX leaders in Kenya report exceptional confidence in the country's labor pool, starting with full confidence in finding entry-level agents. This is backed by very high confidence in recruiting team leaders, supervisors, and customer care staff. The entire talent pipeline is seen as a strength, with high confidence in recruiting all management levels and specialized roles, and very high confidence in the public education system. The only areas of moderate confidence are talent availability in Tier 2 and Tier 3 communities.

Operators in Kenya report high confidence in the government's willingness to engage in open dialogue and to not interfere in their operations. This is paired with moderate confidence in the private BPO/CX association. However, these positive elements are weighed down by low confidence in industry unity, competitor image, and favorable legislation. Furthermore, respondents show very low to extremely low confidence in all aspects of the government bodies involved in investment promotion, indicating a significant disconnect between the industry and state-level support.

Operators in Kenya report exceptional confidence in the country's infrastructure, with 100% confidence in all tourism-related services like airports, hotels, and food. This is matched by very high confidence in all core utilities, including internet, mobile coverage, 4G/5G, and the electricity grid. The only metric not rated as very high or better is healthcare, which still garners a moderate confidence rating, meaning this category is a considerable source of strength for CX/BPO operations in Kenya.

Kenya's commercial property market is seen as a strength by CX/BPO leaders, who report very high confidence in the availability and cost-competitiveness of leasing options. This is backed by very high confidence in co-working availability and high confidence in office space, purchasing options, and available property outside of metro areas. This strong positive sentiment is only tempered by low confidence in the cost of purchasing property and the availability of warehouses and plug-and-play facilities.

Country managers in Kenya report full confidence in the safety of foreign business travelers and very high confidence in the safety of the local labor force's commute. This is supported by high confidence in a peaceful transition of power. These strong positives are slightly balanced by a more moderate confidence in both the trustworthiness and responsiveness of local law enforcement. This category is a clear area of strength, with concerns limited to the performance of the police.

Country managers in Kenya report high confidence in the fairness of the electoral process, a key positive in this category. This is followed by moderate confidence in the integrity of the judiciary. However, this optimism is limited, as respondents show low confidence in nearly every other aspect of governance, including foreign policy, management of public finances, and the integrity of the central bank. The very low confidence that law enforcement is free from corruption presents the biggest concern for operators.

The economic landscape is a notable source of concern for operators in Kenya. Respondents show very low confidence in the country's overall economic stability, the manageability of inflation, and the stability of tax rates. This is compounded by an extremely low confidence in the stability of the local currency: a major red flag for BPO/CX leaders.