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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

Golden Gate BPO Solutions, LLC Providing Customer Service for Multi-Channel Retailer of Exclusive Coins and Collectibles

October 16th, 2014

Golden Gate BPO Solutions — Today, Golden Gate BPO Solutions, LLC, a leading global customer management and Business Process Outsourcing (BPO) company, announced that is has secured a long-term agreement to provide customer service and other support on behalf of one of America’s leading retailers of coins, medals, collectible knives and die-cast models, a company established over 30 years ago that currently has over 10 million customers around the world.

“First, we were thrilled back in June of this year when this unique retailer trusted us enough with their customers to provide customer care in a manor consistent with their product standards including commitment to quality, product authenticity and exclusivity. Our customer engagement centers play a vital role in delivering first class customer services for some of the world’s leading companies and we are so proud of the achievements of our team. Now, to be awarded a long-term agreement that will make us the primary outsourced provider of customer service for this phenomenal client, in addition to creating new jobs and opportunities for others, is a testament to the hard work of our agents, supervisors, quality assurance personnel, and operations and client service managers”, said Stephen Ferber, Managing Partner at Golden Gate BPO Solutions, LLC.

About Golden Gate BPO Solutions

Founded in 2006, Golden Gate BPO Solutions, LLC provides multi-channel contact center, customer engagement and business process outsourcing services. Its customer engagement centers are located in the U.S., Dominican Republic, Belize, Mexico, Philippines, United Kingdom, and Ireland. Golden Gate BPO locations offer multilingual voice, email, web chat, social media, back-office, online help desk and automated support. 

Source: digitaljournal.com

Japan BPO firm transcosmos launches PHL operations

October 13th, 2014

A JAPANESE information technology outsourcing firm has launched operations in the Philippines in a bid to expand its Southeast Asian business.

In a statement released on Tuesday, transcosmos, Inc. said it established transcosmos Asia Philippines, Inc. to provide outsourcing services throughout the Association of Southeast Asian Nations (ASEAN) region.

“The Philippines is a market that is attracting attention with a population size of about 100 million and an economic growth rate of around 7%. transcosmos Philippines provides a variety of services beginning with contact center services for companies including global businesses expanding into the Philippines market, local firms, and client companies that are considering off-shore outsourcing, while it continues to pursue operational excellence,” transcosmos Philippines President Hideki Yamashita said in the statement.

“Our future aim is to also expand in such areas such as e-commerce one-stop services and analytics services, as we strive to develop services that help increase sales and reduce costs for our client companies,” he added. transcosmos Philippines is the company’s 70th overseas location, and the fourth in ASEAN, after Thailand, Indonesia, and Vietnam. It provides information technology business processes outsourcing (IT-BPO) services, English contact center services, as well as development and operation services for smartphone Web sites and applications.

Source: www.bworldonline.com

BPO in the Philippines Could Jumpstart Economic Growth

October 8th, 2014

The month of August saw an all-time high for employment in the Business Process Outsourcing (BPO) sector in the Philippines, hitting over one million employees. Growth in employment is being primarily driven by the expansion plans of a number of companies, such as Accenture and Convergys. Over the past decade, the Philippines? BPO industry has seen tremendous growth ? revenues and employment have expanded tenfold since 2004. The industry sees an average yearly growth rate of 20 percent. The country?s success has had a profound impact on other BPO centers, such as India, who have seen their share of the industry decline. In 2013, it was reported by the Associated Chambers of Commerce and Industry of India (Assocham) that India had lost over 50 percent of its BPO industry to foreign competitors.

The Philippine government has strongly supported the BPO industry. The government led Philippine Development Plan, a program lasting from 2011 to 2016, has singled out BPO as a high-potential and priority development area for investment. Additionally, the government is running a number of training programs, such as the Training for Work Scholarship Program, in order to create a competitive workforce. Additionally, investors into the BPO industry are eligible for a number of incentives, such as tax holidays, simplified import and export procedures, tax exemptions on imported capital equipment, and the freedom to employ foreign nationals.

Filipino employees are particularly attractive to BPO employers ? they tend to be very fluent in Western-accented English. While the BPO industry employees just two percent of the country?s workforce, the industry has had a positive effect on a number of other business areas, such as the retail, real estate, and telecom industries. However, this growth cannot go on forever ? key among present challenges is the trend of BPO moving away from pure voice services towards a multi-channel delivery model. This has combined with more traditional challenges faced throughout the BPO industry such as a lack of well-trained employees and high turnover rate (often as high as 50 percent in the Philippines).

Key statistics of the Philippine BPO industry include:

Export revenues grew from US$1.3 billion in 2004 to US$13.3 billion in 2013
2013 US$15 billion in total revenue
2014 forecast of US$18 billion in total revenue
2016 forecast of US$25 billion in total revenue

RELATED: Philippines Destined to be Asia?s Next Tech Tiger?

BPO growth not shared by the wider economy

However, growth in the country?s BPO industry must be balanced against the wider economy. The World Bank recently downgraded its economic growth forecast for the Philippines: from 6.6 percent to 6.4 percent for 2014, and from 6.9 percent to 6.7 percent for 2015. The World Bank noted that any future growth in the country would largely depend on public spending, disaster reconstruction, and government-led structural reforms. The Philippines was not alone in receiving a downgrade; predictions for economic growth in emerging East Asia slowed down to 6.9 percent, from 7.2 percent in 2013. However, World Bank East Asia and Pacific regional vice-president Axel Vann Trotsenburg explained that he believes the region has ?the potential to continue to grow at a higher rate and faster than other developing regions if policy makers implement an ambitious domestic reform agenda.? Noteworthy for foreign investors, the World Bank has highlighted a number of external and domestic risks that are worth paying attention to as the Philippines? economy moves into the future.
source: aseanbriefing.com/news

Golden Gate BPO Solutions, LLC Launches New Outbound B2B Marketing Program

September 25th, 2014

Golden Gate BPO Solutions, LLC Launches New Outbound B2B Marketing Program on Behalf of United States’ Largest Human Resources Products and Services Companies.

Today, Golden Gate BPO Solutions, LLC, a leading global customer management and Business Process Outsourcing (BPO) company, announced that it has launched a new Outbound Business-to-Business Teleservices Program on behalf of one of the country’s largest privately held companies that has developed some of the most recognized brands and tools created to enhance and assists human resources departments from start-up to Fortune 500 companies.

Golden Gate BPO Solutions is initially providing outbound sales, marketing and lead generation services on behalf of its client to sell and develop the market for their federal and state labor law compliance program, which is guaranteed when signing up for the service. Golden Gate BPO’s client has been serving the human resources needs of clients in the United States for over 25 years and currently services more than 1 million businesses across the United States.

Successful Business-to-Business marketing campaigns require the right data, technology and marketing support. Golden Gate BPO has provided all three key requirements with great outcomes on behalf of the client. “Golden Gate BPO’s deep knowledge of the outsourcing industry, global footprint and innovation continue be a strong asset in our ability to deliver flexibility, scale and cost savings to the world’s leading business-to-business marketing companies.” said Stephen Ferber, Managing Partner at Golden Gate BPO Solutions, LLC.

About Golden Gate BPO Solutions

Founded in 2006, Golden Gate BPO Solutions, LLC (goldengatebpo.com) provides multi-channel contact center, customer engagement and business process outsourcing services. Its customer engagement centers are located in the U.S., Dominican Republic, Belize, Mexico, Philippines, United Kingdom, and Ireland. Golden Gate BPO locations offer multilingual voice, email, web chat, social media, back-office, online help desk and automated support.

Source: http://www.newswiretoday.com/news

Hinduja Global Solutions BPO to set up VC arm to tap into startup pool

September 20th, 2014

Hinduja Global Solutions, the business process outsourcing arm of the Hinduja Group, is setting up a corporate venture capital arm as it looks to tap into the stream of innovative technologies being created by startups across the globe. BPO firms are increasingly looking at startups to drive innovation, following the route charted by the Indian IT industry. Rival FirstSource Solutions has also said it will look to invest in analytics startups and has been evaluating a few.

“We understood that there are companies out there that have innovative technologies that need funding and access to markets and that we couldn’t build all these solutions in house. So the corporate venture arm helps us achieve that,” Partha DeSarkar, chief executive of Hinduja Global, told ET.

The company has set aside about $20-30 million and has created a team of 10 people who will spearhead the investments. It is looking at startups with solutions in analytics, healthcare and multi-channel customer care among others and geography is not a barrier.

“We will look where ever the innovation is — whether in Silicon Valley, Israel and even India.

But we will only do second-stage investing, once the idea is proven,” DeSarkar added.

“It is too early to say the effect this will have.

But we have seen more BPO companies talk about partnering and investing in start-ups but we will have to see if these investments will move the needle,” an analyst with a Mumbaibased brokerage told ET.

Source: economictimes.indiatimes.com

TCS opens Saudi Arabia’s first all-woman BPO centre

September 15th, 2014

India’s largest software exporter TCSBSE -1.77 % today said it has opened Saudi Arabia’s first all-female business process centre, which will provide employment to up to 3,000 women in three years. Saudi Aramco and GE are the centre’s first customers, TCS said in a statement here. Both the clients have already surpassed their target of recruiting 100 women each, while the total number of those employed at the centre stands at 300, it said. The Riyadh-based 3,200-sq .. mt facility will offer customers specialised finance and accounting, human resources, materials supply and office services to improve their operational efficiency, it said. The centre was announced in September last year. Saudi Arabia’s Commerce and Industry Minister Tawfiq bin Fawzan Al Rabiah, Deputy Governor of Saudi Arabian General Investment Authority Prince Saud bin Khalid, Saudi Aramco’s President and Chief Executive Khalid Al Falih and GE’s Vice Chairman John Rice, were present on the occasion, the statement said.


Success Factors in Evaluating BPO Providers

September 11th, 2014

The fundamental question that needs to be answered in any evaluation is: ?what in fact are you trying to achieve?? It may sound like an obvious question but in many cases this becomes the root cause of many problems in supplier evaluations. There are normally multiple stakeholders with different requirements during the evaluation process. For example, the business stakeholder would normally be focused around the results a provider will deliver but the procurement manager will be focused around getting the lowest price and the technology stakeholder may be focused around the easiest integration with systems. Often these different focus areas can create tension during the evaluation as they may not always lead to the same evaluation outcome of a provider.

It is critical that the evaluation criteria is determined using clearly defined parameters. These parameters need to encompass traditional scientific elements such as mathematical weightings and non-traditional elements such as relational and experiential scoring. Weightings need to be applied to various areas of the evaluation to ensure there is clear agreement as to what outcomes are most desired.

What we have found is that over the years the evaluation criteria of providers has begun to incorporate more non-traditional elements such as the nature of the relationship with the providers as more sophisticated companies become aware of the importance of the relationship element between the provider and their company.

This summary provides an outline of some of the less obvious elements considered in a BPO supplier evaluation that often play a major role in the ultimate value extracted from the engagement with the provider.

Source: business2community.com