Home | BPO Jobs | BPO Classifieds | BPO News Blog | BPO Biz Directory | Guest Book  

15 BPO staffers ill with food poisoning

July 23rd, 2014

A group of 15 call centre executives, all hailing from Nagaland, were admitted to Sola civil hospital on Thursday morning. Doctors said that all of them were suffering from food poisoning.?

Hospital superintendent Dr H K Bhavsar told TOI, “Two of the nine girls affected are in a critical condition while the other girls and six boys are out of danger.”?

The youths who work in a call centre at Gota started vomiting, had dizzy spells and some of them also lost consciousness early in the morning. Ketu, one of the girls, told TOI that, “Yesterday, we had lunch at 12.30pm and then we had dal, rice and chapati in dinner. We cannot understand what caused this adverse reaction.”?

Source: timesofindia.indiatimes.com

Combining Innovation with Business Process Outsourcing

July 21st, 2014

The business process outsourcing industry is a dynamic domain which meets the challenges of a very swiftly changing technology world along with business environment. There are a few things that have changed in the last two decades though. In the early 1980s outsourcing, and more precisely offshore outsourcing, was incorporated by a few brave organizations. As they put their toes in the water with some anxiety, they naturally tried to preserve the maximum control, and the kind of work being outsourced was non-strategic. In the next stage, the software development procedures integrated outsourced services that have proved their worth. A larger span of responsibilities was assigned and the vendor was now expected to suggest enhancements to processes and systems & profitability

But we are not seeing a new exhilarating phase of software outsourcing procedure where vendors are developing to become partners in the quest for that Holy Grail: innovation. We only see the first few pioneers to this trend, organizations that leverage the technology proficiency that the outsourcing vendor has gained over their relationship, and working together with the vendor to locate the next big idea.

In the technology landscape, the customer and vendor have two diverse world views. The vendors are obviously closely aligned to the end user and market trends, which are the reason that original specs of products and solutions are defined. But the other element for coming up with the next killer product is a great mastery over technology, and some outsourcing vendors can contribute here. So we now see situations where vendors are utilizing their study of technology and trends to provide pointers to the future.

In recent years, the numbers of companies that outsource crucial business processes to outside suppliers have expanded exponentially. The business process outsourcing (BPO) has been projected to encompass activities comprising of finance and accounting, human resource management, procurement and legal services, and the overall volume is assessed to be growing at a rate of around 25 percent annually.

A lot of organizations introduced BPO as a part of an operational effort but it has changed into much more. Senior managers today expect more from BPO service providers than short-term cost savings and meeting minimum contractual requisites, but they are more cynical of big-bang enhancements. Companies want service providers to modernize constantly. In relationships that companies categorize as high performing, the service providers perform a series of innovation projects that deliver considerable long-term enhancements to the client’s operating competence, business-process efficiency and strategic performance.

  • A BPO assisted health care company to enhance the claims adjudication process by utilizing analytics to envisage claims likely to result in rework. The prognostic tool now interrupts more than 50 percent of claims that would have been reworked, saving the client $25 to $50 in administrative costs per overpaid claim and $6 to $12 per underpaid claim.
  • An aerospace manufacturer operated with its BPO provider to integrate new key performance indicators and processes to achieve third-party vendors. This allowed the client to enhance customer-order fill rates for new parts from 60% to 85% and turnaround times for delivering parts to grounded vehicles from 21 hours to 17 hours.
  • A supermarket chain worked together effectively with its BPO , to implement new forecasting tools, methods, and approaches that enhanced the client’s stock fill rate from 80% to 95%, reduced inventory by 27% and abridged error rates by 50%.

The cost saving criteria is now “a given” aspect and the emphasis is now gradually moving towards new priority areas including transforming businesses and strategic alignments.

Source: tech.co

BPO company dupes hundreds across Kashmir

July 16th, 2014

Ambala-based Vertical Planet IT and BPO Solutions Inc has allegedly duped hundreds of people in Kashmir by swindling lakhs of rupees from them. 

According to the affected, the company had engaged a good number of people through its franchisees in Jammu and Kashmir for the work of digitalization of the books promising them handsome amounts for their work. 
The company had demanded and received lakhs of rupees as security deposits from the clients showing interest to work with it. In return it had promised them to pay for the digitlisation work, but failed to comply with the terms and conditions of the agreements with them. 
The company, according to affected, allegedly defaulted in the payment running into crores of rupees to over 250 people in Kashmir alone. 
“The company violated the agreement it had signed with us under which it had promised to make the payment for the work done on 15th and 30th of every month through demand draft, cheque or electronic transfer,” they said.
 “The company according to the contract had agreed to provide the hard books to us through cargo to be converted into the PDF files after formatting which would be delivered to the company through CDs,” they said. 
The company had informed “us that we would have to digitilize the rare books of some libraries in some countries including Nigeria. So we were asked to deposit security amount so that the books in our custody don’t get damaged.”
The affected said that they invested money to raise the infrastructure and set up scanning machines to be able to carry out required job. 
The affected said that some of them were doing the work with company from February this year. “Some of us have received the money for sometime but for the last one month nobody has received any money,” they said.
“I paid a security deposit of Rs. 3 lakh. After doing some work, I received a payment of Rs. 86,000. But after that I paid another Rs. 3 lakh for another work as security deposit. My all money has been swindled by the company,” said an affected.
The affected alleged that the company has wound up and its “promoters have left the country and the franchisee offices in Kashmir are closed.”
The affected said that those who have been defrauded by the company in Jammu have approached the authorities there registering a case against the company. “But here nobody is giving any heed to us,” they said.
Inspector General of Police, Crime, Javed Mujtaba Gilani, said, “We have registered a case on the complaints received from the people affected and the investigation is on.” 
Iqbal Hussain, an victim, who had signed up the contract with the company said: “The cheques which were issued by the company bounced. The company has wound up and we have filed the complaint with the police.” 

Source: greaterkashmir.com

PHL barely meets BPO need for IT graduates

July 14th, 2014


The country?s outsourcing industry remains hard up in meeting its manpower requirement to this day, with graduates in information technology coming in trickles for companies that offer hefty salary scales than in the voice sector.

Samuel Matunog of the Software Industry Association of Davao said the Davao region, for instance?where the major business-process outsourcing (BPO) companies have established recruitment offices or even branches?could only churn out 1,000 graduates in information technology yearly.

While this number could fill the manpower requirement of the Davao operations of knowledge- outsourcing companies, ?Manila and Cebu companies would also compete with our graduates here.?

Only 10 percent of the company manpower requirement would be filled in the periodic recruitment of these companies, he said.

Compared to graduates of other courses that are trainable in the voice sector or the call-center agents, IT graduates are needed in the technical-and knowledge-outsourcing sector because of their academic training in computer science and IT management.

He said these IT graduates command one of the higher?salary scales in the outsourcing industry, with as much as P40,000 offered in the entry level.

This is compared to the much lower P12,000 to P14,000 among call-center agents, with the scale given to those with experience already. ?The entry level could be much lower for the small BPO operations,? he said.

Matunog said the small number of students enrolling in IT courses was due to the wrong impression generated by the previous moratorium order of the Commission on Higher Education on nursing and other new courses.

He said the moratorium was interpreted even by the academic sector, and among many Filipinos, that it included the IT courses, which was then becoming as popular choice then as nursing.

?Some universities did not offer new IT courses, or just continued the course offering to allow those already enrolled to finish them,? he said. ?Many schools outside Davao City continued to offer IT courses, and that helped us now to have these graduates keep coming in,? he said.

In the last few years, the outsourcing sector here has been assisted by a government training program called Training for Work Scholarship Program (TWSP) of the Technical Education Skills and Development Authority (Tesda) but in 2013, it was stopped, apparently affected by the scandal in the misuse and abuse of Congress?s pork barrel.??The program offered the voucher system developed by the Department of Education to subsidize the schooling of students in the private sector. The TWSP would allow IT graduates undergo skills upgrading in the Tesda on scholarship.

With Tesda announcing it was relaunching the program this year, the BPO industry group here submitted a bridging program to upgrade the skills of IT graduates with a budget of P23 million.

This would increase the absorption of IT graduates into the member-BPO companies in Davao, from 8 percent to 10 percent for the big companies, and to as much as 25 percent for small companies.

The proposal would also seek to reduce the gap in manpower requirement, from 6,000 to as low as 2,500 personnel requirement by 2016, he said.

The Tesda admitted only 480 scholars in the TWSP program this year, far from the proposal of admitting of 2,500 scholars.

?We submitted a new proposal recently, to increase the Tesda budget of P2.5 million, to as much as P15 million,? he said.

Tesda has yet to reply to the proposal of Matunog?s group.

Source: businessmirror.com

Cognizant in BPO deal

July 10th, 2014


IT services vendor Cognizant has bagged a 7-year contract from Danish firm ISS to provide Finance & Accounting (F&A) business process services in the Nordic region. The company did not share financial details of the deal. The Denmark-headquartered firm with over $14 billion in revenues offers services like cleaning, catering, security, property, support services and facility management. ISS has about 530,000 employees with operations in over 50 countries across Europe, Asia, North America, Latin America and Pacific.

The US-based IT services provider will provide F&A business process services spanning order-to-cash, procure-to-pay, and record-to-report, to assist ISS to enhance quality, further optimize and align its finance processes, and reduce costs. Nordic region consists of Denmark, Finland, Iceland, Norway and Sweden.
Under the 7-year engagement, Cognizant will leverage its F&A Centre of excellence and expertise in business process automation, enterprise analytics and global delivery to provide ISS with operational processes.

Source: infotechlead.com

400 BPO employees evacuated after night fire

July 7th, 2014



The spectre of Carlton Towers blaze loomed over the city on Saturday night, when a fire broke out in a four-storey building housing a BPO company. Four hundred employees were evacuated. The fire was put out in three hours but not before 15 people stuck on the terrace were brought down using an aerial platform.

The blaze brought back the memories of the Carlton Tower fire in 2011, where nine persons died either due to inhaling of smoke or jumping from the upper floors. The fire started around 10.55pm at Aegis - a BPO company - in Sivana Chetty Gardens, off Ulsoor Road. It is said that though the fire was confined to the basement, the smoke filled the building, creating panic.

Fire brigade officials said they received a call at 11.06pm. “The caller informed us about the fire and we rushed four vehicles to the spot. By the time the fire was doused, seven fire tenders had been pressed into service and most of our senior officers were on the spot,” control room officials said. Praveen, an employee at the building, told TOI, “The batteries started blasting one after another, and soon there was a fire. The smoke from fire started spreading to all the floors through the air-conditioning duct,” Praveen said.

While most of the employees ran out of the building, around 15 people who had gone to the canteen on the terrace could not make their way down as the building was enveloped in smoke. “We had to use an aerial platform and get them out of the terrace,” an officer said. Fire brigade officers said they were very careful as they remember nine people had lost their lives in the Carlton Tower fire, in a similar situation. “We made sure that we kept the building inmates calm and rescued them,” an officer said.


Source: timesofindia.indiatimes.com



600 graduates walk out with appointment letters

July 3rd, 2014


Job Mela – 2014, held at the Maharani’s Arts, Commerce and Management College for Women on Saturday saw around 600 graduates walking away with an appointment letter. The third edition of the annual mela is supported by the Department of Collegiate Education (DCE) and the Karnataka Vocational Training and Skill Development Corporation Ltd (KVT and SDC). K.R. Ravikumar, principal of the college, said there is no registration fee. Around 370 students, including those from BCom and BA, were trained in communication skills and tally, among other things, to prepare them for recruitments, he added.

D. Govindappa, placement officer of the college, said though banking, human resource (HR), finance, business process outsourcing (BPO) and knowledge process outsourcing (KPO) companies were the main recruiters, graduates are increasingly moving away from BPO and KPO jobs. “Stream-wise, BCom has slipped to the third place when it comes to preference of companies while BCA and BSc (IT) graduates are getting the top jobs,” he said.

Thyagaraja C.M., Executive Director, KVT and SDC, said students are looking at education for employment and not just knowledge. Students, who were shortlisted for jobs at the mela, found the platform useful as they did not have to knock on the doors of individual companies. “Hospitals, call centres, banks and HR companies were at the mela,” said Divya V., a BCom graduate. Nandakumar B.G., commissioner, DCE, said that the mela, which is being held only in Bangalore, could be taken to other districts as well.

Source: thehindu.com/news

ADP Named a Leader in IDC’s 2014 HR BPO

June 30th, 2014


A leading global provider of Human Capital Management (HCM) solutions, today announced that it has once again been named a Leader in IDC’s HR BPO MarketScape report that assesses vendors’ Business Process Outsourcing (BPO) capabilities.  ADP also was named a Leader in IDC’s two previous MarketScape reports.

The IDC HR BPO MarketScape report provides an assessment of how well HR BPO vendors are meeting client needs today, and how effectively they are expected to continue to meet those needs in the future.   IDC scored ADP highly on both fronts.  ”ADP’s position as a Leader in the MarketScape Vendor Assessment reflects its commitment to helping clients drive successful business transformations,” said Lisa Rowan, Research Vice President, HR, Talent, and Learning Strategies at IDC.  “ADP offers its clients extensive global reach, continued innovation and sustained affordability – and it’s the largest provider of HR BPO services.”

In naming ADP as a Leader, IDC also cited a recent total-cost-of-ownership study for HR BPO conducted by Sourcing Analytics Inc.  The study determined that outsourcing to ADP can reduce the overall costs of HR transactional processing, management, and time and attendance reporting by as much as 40 percent.  The study also said that outsourcing to ADP in a BPO model can lower a client’s cost of payroll administration and successfully drive change throughout the organization.  Rowan also said that “ADP has strong internal talent practices where employee longevity is the norm and many promotions come from within.”

Mark Benjamin, President of ADP’s Global Enterprise Solutions business, said he was pleased the company once again has been recognized by IDC for its commitment to delivering the HCM technology and service solutions clients need.  ”We believe IDC’s recognition reflects our commitment to delivering best-in-class HCM solutions through innovations in people, process and technology,” said Benjamin.  “We’re proud of the work we’re doing to help clients around the world drive success throughout their organizations.”

Source: marketwatch.com

National Telecom BPO Expands Marketing Department With Promising Internship Program

June 25th, 2014


Sound Telecom, a leader in the U.S. call center industry, has hired a new intern to further build out their marketing squad.

Jessica Truong is a recent graduate of Seattle University who will be playing a large role in Sound Telecom’s social media efforts. Her focus in the social media realm will be to expand the audience, share useful information, and engage employees, customers, and all interested parties. After taking the plunge with the Sound Telecom Twitter, Facebook, LinkedIn, and Google Plus accounts, Jessica will look to develop a more visual platform like Pinterest to bring a fresh element to the company’s social strategy.

She will immediately become part of the Sound Telecom Blog team where she will help craft posts that will impart useful business information as is the goal of the rest of the staff. Plans are also in place to have her help out with search engine optimization, additional content creation, and other fundamental places within the marketing department. Her critical thinking, researching, and writing skills helped her stand out in a field full of great applicants for the internship position.

Sound Telecom has hired one other intern in the past, but the current internship program they are rolling out is something they hope to continue. When asked why they began considering hiring an intern for this position in particular, Marketing Director, Andrew Tillery, replied, “We like to internalize as many functions of our business as possible. So rather than hire out the work to different vendors, I loved the thought of bringing in a fresh face and bright mind that we could not only teach a few things, but that we could also learn from as well. I really do think this Marketing internship is going to be a great experience for Jessica, myself, and the rest of the team.”

Source: digitaljournal.com

Sundaram BPO arm to hire over 100 professionals in Chennai

June 23rd, 2014


Over 100 accounting professionals, especially ICWA Inter qualified, will be hired to service the overseas customer base, SBS said in a statement. Currently, it has over 400 accounting professionals working on its overseas business.
Over a period of time, some of the new hires could potentially have the opportunity to work on site on process migration, in Australia or other locations, it said. “We are currently on a nice growth trajectory in the Australian market and are targeting to double our business from Australia over the next three years,” SBS Chief Executive Officer Rajesh Venkat said.

The hiring of niche accounting professionals is in line with this strong growth that the company aims to achieve in the accounting space in Australia, he added. SBS has 50 overseas customers, predominantly in the fund accounting space, in Australia.
The Australian market contributes to over 50 per cent of the company’s overall BPO business.
SBS is looking to expand its base in Australia both by expanding its engagement with existing customers as well as by acquiring new customers. For its Australian customers, SBS provides back office services in the areas of pension fund administration, accounting, lending, portfolio management and hospitality.

Founded in 2001, SBS focuses on geographies like Asia, Australia, the UK and the US. It provides contact centre support and back-office support services to NBFC, wealth management, insurance and healthcare verticals and also caters to finance, accounting & payroll horizontals. In India, SBS has BPO facilities in Chennai and Mumbai servicing both the domestic and overseas business.