African BPO Giant CCI Global to Resume Operations in Ethiopia

CCI Ethiopia, a local branch of CCI Global, one of the largest business outsourcing (BPO) companies in Africa, is set to resume operations after a temporary shutdown at the end of last year. CCI Ethiopia previously employed over 100 Ethiopians.  

CCI Global’s previous operations in Ethiopia focused on providing customer support for “CCI’s major US e-commerce clients.” According to former CCI Ethiopia employees who wished to remain anonymous because they are not allowed to speak to the media, their clients included Shutterfly and Instacart.

Shutterfly is an American photography, and image-sharing company while Instacart is a same-day delivery company based in San Francisco with a valuation of $9.3 billion in 2023.

Tadiwos Tefera, CEO of MMCY Tech, a local BPO firm and a partner of CCI Ethiopia, confirmed the company’s return and plans to “revamp their operation.” While Tadios declined to disclose the specific reasons for the shutdown, he clarified that it was not a permanent closure but rather a “ramping down,” with the upcoming relaunch signifying a “ramping up.”

CCI Ethiopia is planning a comeback with the initial hiring of around 70 employees. The success of this initial phase will determine further expansion plans in late 2024 and early 2025.

According to sources close to the case, despite failing to issue an official communiqué regarding the shutdown, the company provided a three-month severance package to employees when they were laid off.

Shega has learned from its sources, the base salary of a call center worker at CCI Ethiopia was reportedly 5,500 birr (net) with additional performance-based incentives of up to 3,500 birr. 

Related- How Ethiopia is Positioning Itself as a Competitive BPO Destination

CCI Global’s decision to return to Ethiopia speaks to the country’s potential in the BPO sector. The Ethiopian Outsourcing Association (EOA), states that there are 25 registered BPO companies in Ethiopia, with around 15,000 people engaged in the industry. The sector also brings an estimated $50 million annually into Ethiopia.

‘Ethiopia is a prime location for Contact Centre Operations with untapped potential and as CCI continues to quickly expand our business in the country to support existing US clients’ operations in South Africa & Kenya,” reads a statement published on CCI Global’s website in 2022. 

Established 20 years ago, CCI Global, an international, African-based BPO, operates in different countries and has over 11,000 employees. CCI Global’s operations span several African countries, including Rwanda, Egypt, Kenya, South Africa, and Ghana.

One of its prominent branches, CCI Kenya, has over 1,400 employees, and its clients include T-Mobile and Instacart. But their operation in Kenya has also recently come under fire. An investigation by Rest of World, a global nonprofit publication covering the impact of technology beyond the Western bubble, claimed allegations of sexual harassment, intimidation, and long work hours at CCI’s Kenyan branch, raising questions about the company’s broader workplace culture.

“Over 20 current and former employees of CCI Kenya told Rest of World they had faced sexual harassment and abuse in the workplace,” reads the investigation report.

This month, CCI launched its 17th contact center in Tatu City, Kenya. The $50 million investment in a five-story building aims to create over 5,000 jobs for Kenyans. The facility will house call center agents and managers who will handle BPO operations for businesses across the region.