Insights from Abdul Kasoma, Chief Executive Officer, Exquisite Solution (BPO & Digital Services, Uganda)

Kasoma emphasised Uganda’s human capital, digital infrastructure, and policy readiness, asserting that the country is strategically poised to succeed where traditional outsourcing destinations are losing competitiveness. He identified three foundational pillars driving Uganda’s digital transformation: technology adoption, skills development, and regulatory reform.

Uganda’s outsourcing ecosystem is expanding rapidly, underpinned by robust public–private collaboration and government policy support. The country’s National BPO Policy provides governance and investor protection, while broadband expansion projects, supported by the World Bank, are extending affordable connectivity to rural areas. Increased access to affordable digital devices is also enhancing participation in the digital economy.

Uganda’s youthful, educated, and adaptable workforce continues to be its greatest asset. Supported by initiatives such as the Netherlands Trust Fund V and UK-sponsored digital entrepreneurship programmes, the sector is building strong global linkages. Kasoma’s own company, Exquisite Solution, expanded from 800 to 2,000 operational seats in less than a year — a testament to Uganda’s scalability and international demand.

When asked whether call centres remain relevant in the age of artificial intelligence, Kasoma was unequivocal:

“AI enhances performance — it doesn’t replace the human element.”

He explained that while automation can streamline workflows, empathy, trust, and contextual understanding remain uniquely human. Uganda’s BPO centres already manage international insurance claims and medical coordination, demonstrating capability in high-trust, specialised sectors.

Kasoma outlined Uganda’s BPO advantages — competitive labour, policy consistency, expanding ICT infrastructure, and integration of AI into service delivery — and described this transformation as part of a broader continental shift:

“Africa is no longer waiting in line. Africa is now the preferred destination for outsourcing.”

To sustain sectoral growth, he called for continued broadband and data centre investment, full implementation of the National BPO Policy, expanded youth training programmes, and deeper international partnerships linking Ugandan operators to global value chains.

Kasoma urged investors to rethink Africa’s digital narrative — not as a follower but as a frontier of global outsourcing excellence. He compared the BPO revolution to the energy sector’s transformation, declaring:

“BPO is the new energy — the power that will light Africa’s economic future.”

He concluded that Uganda’s combination of digital infrastructure, government support, and skilled youth positions it to lead Africa’s outsourcing transformation.

“Call centres are evolving into global service centres — where AI efficiency meets human reliability.”

Key Takeaway:
BPO is Africa’s new energy. Uganda, powered by its skilled youth, policy reforms, and digital infrastructure, is ready to become the continent’s next global outsourcing hub.

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