GBS WORLD NEWS | WEEK 2 | SEPTEMBER 2022
Europe was a hub of excitement as Sitel Group was named a finalist 15 times across 12 categories in the European Contact Centre & Customer Service Awards (ECCCSAs) 2022. Sitel was recognized in a range of categories as a finalist, including Sitel UK (Most Effective Management of Peak Demand), Sitel Spain – Madrid MAXhub (Best New Contact Centre) and Sitel Portugal GoPro (Best Small Customer Service Team). Other finalists include 24-7 Intouch, Sigma Connected Group, Teleperformance, TDCX Romania, Webhelp and WNS.
And speaking of recognition, CCI Global announced on LinkedIn that the company has been recognised on the Everest Peak Matrix. “As a privately owned challenger, we are proud to be giving some huge businesses a run for their money, and we are just getting started,” says Mark Chana, Group COO in the post. CCI is Africa’s largest international GBS/BPO operator and is also a certified member of GBS World.
Meanwhile, in the US, CxOutsourcers have confirmed more speakers for the Las Vegas 2022 event taking place from September 14 to 15. Community creator and CX Futurist, Stephanie M. Todd will be joined by other notable keynote speakers including advocate for innovation and business transformation Nadia Pace, respected CX knowledge leader Shelli Ryan, and seasoned global analyst Stephen Loynd. In her keynote presentation, Stephanie will be predicting CX trends and areas of innovations to help organizations keep ahead of their competitors.
Seeing what the industry can achieve for employment and economic growth, the Philippines has set an ambitious target of creating 1.1 million BPO jobs by 2028. The national industry body, IT and Business Process Association of the Philippines, is actively lobbying for a permanent work-from-home (WFH) structure. This comes during a time of regulatory uncertainty emerging from a surge of BPO employees working remotely during, and since, the COVID-19 pandemic. Despite the tax-breaks BPO operators receive for on-site delivery, Filipino BPO workers have developed a preference for WFH.
Another new partnership emerged in Africa between the continent’s leading eCommerce giant, Jumia, and Zipline, which owns a fleet of lightweight delivery drones and will use them to conduct drone deliveries across Africa. A delivery pilot program has been launched in Ghana and, if successful, the drone delivery initiative will expand to Cote d’Ivoire and Nigeria.
The global business process outsourcing (BPO) market recorded a 3.53% year-on-year (YoY) growth rate in 2021, according to Technavio’s latest BPO market report. Last year’s growth was driven by cost reduction campaigns among enterprises, especially those in the logistics vertical. Momentum is expected to continue towards the end of 2022 in which the BPO market is projected to grow by 4%. However, data breaches will be a major challenge for the market during the forecast period, according to the report.
On a country level, China’s BPO market is projected to expand at a compound annual growth rate (CAGR) of 11.3%, reaching a market value of US$38.8 billion by 2030, according to the Grand View Research 2022 China BPO Market Report. Favorable trade agreements, the implementation of BPO-specific education programs and increasing demand for outsourcing in the BFSI, IT and telecommunication verticals are the main factors supporting China’s strong BPO growth trajectory.