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Global (BPO) Business Document Work Process Management Market 2014 to 2020

December 16th, 2014


According to the analyst, Business document work process management (BPO) supports providing a platform for use by IT. Systems are implemented in a market marked by converged paper and electronic information that needs to be converted to electronic data. Business document work process (BPO) sits on widely dispersed resources that are heterogeneous. IT resources are heterogeneous because each business seeks to utilize technology that is best of breed for solving the particular set of competitive situations they address. This creates a variety of solutions in each business.

Worldwide markets are poised to achieve significant growth as the cloud computing utility infrastructure and the smart phone communications systems for apps are put in place, continuing to drive the use of electronic document replacement of all paper documents. BPO Market size at $6.5 billion in 2013 is anticipated to reach $13.6 billion by 2020. Significant growth is driven by the transition to electronic documents and the continuing need to merge the information contained in paper documents with server information, smart phone information, and social media information. Cloud computing market penetration is providing a thrust for creating electronic formatting of information contained on paper.

Xerox dominates business document work process management (BPO). Work document processing represents digitization of paper documents.  The techniques for document management, content management of unstructured data can be applied to the paper documents once they are digitized.  Analytics can then be applied to the information contained in the documents.  From time to time the documents can be input into a database and handled as structured data in tables.

Outsourcing services provide solutions for business document work process management (BPO).  As more electronic forms are created, documents are becoming increasingly electronic.  They still need to be used in a variety of ways.  Medical records provide some significant challenges to protect patient identity. Scanners have been used to convert paper documents to electronic formats.  Production level scanners are rated at 8,000 pages per day.  Optical Character Recognition (OCR) is the term applied to re-purposing functions.  Hardware that is necessary to make document work process automation possible has become commoditized.  Software and services are used to implement a solutions based competitive environment.

Document work process market driving forces relate to the shift to IT integrated systems management of electronic information.  Paper and electronic document processing is set to move to web site and electronic document management. As paper documents become less used and converted to electronic forms from the outset, document work process markets are set to grow.  Hardware scanners of paper documents have become commodity units as at the same time paper is being replaced by electronic forms.  Software is dominating the document work process industry.  As tablets and smart phones proliferate, electronic forms available as apps are not far behind.   With the advent of apps and sophisticated software, document work process shifts to an all-electronic business.

Source:  www.syscon.com

Global IT Services and BPO Market in the Government Sector 2014-2018

December 12th, 2014


IT services help customers to accomplish their requirements and improve the business goals and activities while BPO consists of subcontracting the business processes of an organization to a third-party vendor that has expertise in the required domains. IT and BPO services are required in the Government sector to manage IT systems and improve business-related processes and methodologies. IT and BPO Service outsourcing supports the Government sector to perform various functions, including taxation, pensions, asset registration, welfare programs including financial assistance for the unemployed, and other e-governance initiatives in a cost-effective manner.

TechNavio’s analysts forecast the Global IT Services and BPO market in the Government sector to grow at a CAGR of 4.60 percent over the period 2013-2018.

Covered in this Report
The Global IT Services and BPO market in the Government sector is can be segmented into two division: IT services and BPO. This report covers information about the market share of the Global IT Services and BPO market in the Government sector by category. The report also covers information about the geographical segmentation of the Global IT Services and BPO market in the Government sector based on the three key regions.
TechNavio’s report, the Global IT Services and BPO Market in the Government Sector 2014-2018, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the Americas, and the EMEA and APAC regions; it also includes the Global IT Services and BPO market landscape in the Government sector and its growth prospects in the coming years. The report also includes a discussion of the key vendors operating in this market.

Source: itnewsonline.com

BPO firms cited for creating more jobs

December 9th, 2014


Pasig City Rep. Roman Romulo, chair of the House committee on higher and technical education, has cited the country’s 45 largest business process outsourcing (BPO) providers and the back offices of global firms for driving the creation of new high-paying jobs. “These leading players in the BPO and information technology … sector are now among the nation’s biggest employers,” said Romulo. “They have helped ease joblessness among fresh college graduates and young professionals in a big way.” Romulo also said he is counting on the 45 firms to spearhead the generation of more than 248,000 new jobs in the sector over the next two years. The BPO companies’ combined revenues reached P250 billion ($5.9 billion) in 2013. Romulo is author of the Data Privacy Act of 2012, which has encouraged transnational firms to either establish new back offices in Manila, or to transfer their noncore, business support activities to independent BPO firms operating here. The BPO and IT-enabled services industry now directly employs 1.052 million Filipinos. The industry is projected to yield up to $27 billion in annual revenues and engage over 1.3 million Filipinos workers by 2016, according to the IT and Business Processing Association of the Philippines, which has 229 member firms.

Source: business.inquirer.net

Kinetic BPO Wins Gold Award for Quality at International Quality Crown Convention in London

December 2nd, 2014


The International Quality Crown Award (IQC) is presented to each company or organization as an entity for corporate achievement, to recognize leadership, quality, innovation, excellence, technology, customer service and prestige. For this purpose, a voting process was carried out during the BID World Congress with meetings in Paris, London, Geneva, Frankfurt, Madrid and New York over the past ten months, based on one or several of the following concepts: The QC100 principles, Customer Satisfaction, Leadership, Technology, Best Practice, Business Results, ISO 9000 and TQM. Kinetic BPO was the only company in the United Arab Emirates to be awarded the prestigious International Quality Award this year.

CEO and founder of Kinetic BPO, Joe Tawfik, said: “I am humbled and proud of this award. Receiving public recognition for our work and efforts in the area of Customer Experience Management and Business Process Outsourcing is not something we seek, but always welcomed. Our greatest reward is helping our clients in the GCC raise their Customer Experience standards to international levels.”

Kinetic BPO decided to relocate its head office to Dubai from Sydney, Australia in 2013. The decision to locate its head office in the UAE was based around the Company’s belief that the UAE and surrounding countries like Saudi Arabia, will escalate their global rankings for Customer Service in the coming years. “Many countries in the GCC have genuine commitments to improve the overall Customer Experience for citizens and private sector customers. We are seeing a number of transformation projects in the marketplace to elevate the Customer Experience. Kinetic BPO specialises in this field, including channel transformation in areas such as the Contact Centre and retail branches. Our depth of experience and proven track record in the GCC has no doubt contributed towards Kinetic BPO receiving the Gold category Award at the International Quality Crown Convention,” added Mr. Tawfik.

About Kinetic BPO:

Headquartered in Dubai, Kinetic BPO is a specialist Customer Experience (CX) company focused on providing strategic solutions for companies and government organisations wanting to elevate their customer experience to a level of market differentiation. Our team is comprised of leading international professionals who have a proven track record for implementing customer experience programs that generate sustainable economic value to the organisation. We partner with our clients to help transform their business so they can achieve their CX goals faster. Kinetic provides the expertise and the execution know-how to design and implement CX solutions that are practical, aligned with local market expectations, and able to generate sustainable economic value.

Source: www.prnewswire.com

November 26th, 2014


As central business districts in Metro Manila continue to suffer from congestion due to limited space, small and medium-sized developers or “boutique developers” are looking elsewhere to attract business process outsourcing (BPO) firms. These boutique developers are constructing medium-scale office projects in strategic neighborhoods outside the central business districts such as Shaw Boulevard in Mandaluyong City. One developer, Fabella Realty Corporation, built the nine-storey Shaw Center and tapped a major retailer to operate a supermarket and department store on the retail floors.

The fourth to ninth floors of the building are BPO-ready office floors with a typical floor plate of 2,200 square meters. According to JLL local director Phillip Anonuevo, office buildings like the Shaw Center are attractive to BPOs because these buildings are just a ride or two away from the residential districts of Mandaluyong, San Juan, Makati as well as Quezon City. The Shaw Center is the fourth BPO building along Shaw Boulevard. Other smaller-scale BPO-ready officers are found in Kamuning, Quezon City and similar neighborhoods.

“A location near the homes of potential employees is considered a plus by BPOs now keenly competing amongst themselves for employees. As the metropolis continues to suffer from congestion brought about by record economic growth and limited new infrastructure, work places closer to home simply make better sense,” said Anonuevo. The presence of a supermarket, department store and dining outlets within the building is also attractive to BPO firms because these establishments cater to the lifestyle and spending power of BPO employees.

The office floors, in turn, are a steady source of foot traffic for the retailers. “It becomes a win-win situation for both the retailer seeking new markets and the BPO employer in need of new hires,” Anonuevo added. Facilities within office buildings like Shaw Center also match those within the established business districts. Shaw Center is fully equipped for 24/7 BPO operations with redundant generator sets, VRF (Variable Refrigerant Flow) air-conditioning, and six high speed elevators.

The building is also designed to accommodate only one or two BPO locators, which discourages poaching of employees, according to Anonuevo. “We foresee more buildings like this altering the landscape of the city and the character of residential communities,” he said. BPO firms that choose to locate in lower-rent residential-commercial areas like Mandaluyong are also generating significant savings on office rent, which is another advantage for the BPO industry, which is expected to keep expanding beyond 2020.

Source: bs-cbnnews.com/business

Samsung SDS in push for global logistics biz

November 17th, 2014

Samsung SDS Co., which debuted on the main stock exchange on Friday, is going overseas as a provider of logistics outsourcing, backed by its controlling stakeholder Samsung Electronics Co. as a solid revenue source, analysts said. Its shares took a dizzying ride after the main bourse opened, with the price nearly doubling to 367,000 won (US$333.30) from the initial offering of 190,000 won before they nosedived 11 percent by noon from profit-taking. They closed down 13.82 percent at 327,500 won. The listing of Samsung SDS spurred a clamor among investors who flocked to a two-day preorder last week, betting that the firm will play a pivotal role in the succession of Samsung Electronics Co. Vice Chairman Lee Jay-yong from his father Lee Kun-hee, South Korea’s richest man.

Established in 1985 as an IT services arm of Samsung Electronics, now the world’s top smartphone and memory chip maker, Samsung SDS has expanded its logistics outsourcing business, also known as Business Processing Outsourcing (BPO). The BPO refers to a type of supply management outsourced to a third party, in which Samsung SDS as the contracted firm takes care of its client company’s entire supply chain spanning inventory to transportation. Its flagship BPO system, named Cello, manages the entire overseas supply chain of Samsung Electronics, which accounts for about 60 percent of Samsung SDS’ revenue. Analysts expect a double-digit growth in SDS’ BPO business in the next couple of years from increasing global demand. “We forecast a 30 percent growth on an annual basis until at least 2016 when it plans to finish the installment of its BPO platform in Samsung Electronics’ overseas footholds,” said Yoon Hyuk-jin, an analyst at Eugene Investment.

Source: globalpost.com

2 BPO Employees Share Investment Tips

November 3rd, 2014


Working in the business process outsourcing (BPO) industry has proven to provide financial stability to most Filipinos, but two BPO professionals said a fruitful career should involve sound financial plans. Two senior managers in Convergys, Raymond Schon and Jen del Rosario, have built full-time careers while having wise practices in saving and investing in small businesses. Schon, 31, started in Convergys when he was 21. Starting as an outbound telesales agent, Schon earned additional income on top of his salary through performance-based incentives given to excellent employees. “The question is: do we use our income on something immediate or on things that will benefit us in the long run?” he said.

Schon began living on his own and learned to track his expenses and savings by listing down his “wants” and “needs” as well as how he can afford these through his “sources of income.”

He followed the simple formula of “income minus savings equals expenses.” Now a senior team manager, Schon recently invested in an apartment which he rents out to students studying in the University of the Philippines, Ateneo de Manila University and Miriam College. “As a type of investment, apartments are relatively simple to operate with minimal risk. It is low maintenance, which allowed me to focus on my work and enable time for myself,” Schon said. “Having a financial plan helps me visualize the things that I want to achieve in life, make them real, and secure my future while also growing in my profession,” he added. The 39-year-old del Rosario, meanwhile, took a different route in investing. Del Rosario, a senior operations manager and a mother of two, invested on a P2,000 training fee to help her start a laundry shop business, which she opened in 2011.

Aside from tracking her cash flow regularly, del Rosario said she regularly reads and attends seminars on personal finances and investments. She also spends 3 to 4 hours a day at her home office after her shift at the BPO firm. “Your age and earning capacity are powerful leverage. If you only start saving 10 years later, it will likely take twice as much money and twice as long to get the same financial value out of savings. So start young, and make savings your first ‘bill to pay’ each payday. You’ll succeed,” she said. 

Source: www.abs-cbnnews.com

Global Business Process Outsourcing (BPO) Market

October 27th, 2014

The worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following Horizontal segments: Finance & Accounting, Customer Services, HR, KPO, and Procurement. The market is also analyzed by the following End-Use Verticals: Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others. The report provides separate comprehensive analytics for the US, Canada, Japan Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2013 through 2020. Also, a seven-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 249 companies including many key and niche players such as -

Accenture Plc

Aon Hewitt

Capita Plc
Ceridian Corporation

Aegis Included in Gartner’s Competitive Landscape: Customer Management BPO, 2014

October 22nd, 2014

Aegis has been included as one of the leading providers in the Mega Providers category for Customer Management (CM) BPO revenue in the Competitive Landscape: Customer Management BPO, 2014 - Making a Difference with Size and Scale in Multichannel, Analytics and Automation report, published May 14, 2014, authored by TJ Singh.

As per the Gartner report, “By the end of 2018, Gartner estimates the CM BPO industry to achieve a market size of $42.3 billion. The current CM BPO revenue base for most service providers is primarily made up of voice-based services - approximately between 80% and 85% of the total market, depending on region and function. However, the adoption of non-voice multichannel and automated services - such as web chat, emails, SMS, self-service and social CRM services - is growing significantly.”

Sandip Sen, Global CEO, Aegis said, “The company has been able to leverage its people, processes, technology capabilities and customer experience-led positioning to enhance its growth and business value across Worldwide CM BPO landscape.”

Aegis has been acknowledged for its growth in the Emerging Markets and Analytics Services capabilities along with significant investment in technology and global delivery assets, industry knowledge and process skills.

Aegis offers the full slate of Customer Management BPO services - including sales and marketing, service and support - and is engaged in non-voice multichannel services, such as web chat, knowledge-based self-service, email response, collaborative browsing and social media business solutions. The company has made significant investment in global delivery model, customer experience management and domain capabilities which is driving better business outcomes for its clients.

About Aegis

Aegis is a global outsourcing and technology services company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis has operations in 37 locations across 9 countries with more than 37,000 employees. Aegis services over 150 clients from verticals such as banking and financial services, insurance, technology, telecom, healthcare, travel and hospitality, consumer goods, retail, and energy and utilities. The company is wholly owned by Essar, a USD 39 billion conglomerate.

Source: prnewswire.com

BPO employees hail sector

October 20th, 2014

Yoni Epstein, chairman of the Business Processing Industry Association of Jamaica (BPIAJ) has dispelled the notion that customer service agent positions in the BPO sector are dead-end jobs. He stoutly defended the sector, which employs over 10,000 persons at call centers located in Montego Bay, St James and 14,000 persons nationally, noting that it provides vast career opportunities. “The agent position is merely a stepping stone to a career in the sector. There is much scope for elevation. Many per sons who started as agents have since risen up through the ranks,” Epstein stated. Epstein added: “Persons are trained on the job so it is easier to promote persons internally than to seek externally. It builds the moral of the workers.”

A number of persons who have been elevated to managerial positions after starting as agents gave the Observer West an account of their upward journey in the sector. Rhonda Rodriguez Simpson, an American-born of Jamaican parentage, who is now employed at Global Outsourcing Solutions, was among those who shared their story.

“I spent nearly two years unemployed after losing the last job from a call centre. So when Global Outsourcing Solutions called me and offered me the position I gladly took up the offer,” Simpson said. “A few months later I became a manager and I am currently a project manager and I hear that there are more things in the pipeline for me as we speak.” Michael Daley shared a similar success story.

“I started in the BPO Industry in 2008 as an agent and today I am Director of Operations for Itel BPO in 2014. The BPO industry has allowed me to provide sufficiently for my family and accumulate the necessary wealth to be well on my way to achieving the Jamaican dream,” Daley revealed.


Source: jamaicaobserver.com/westernnews/BPO