GBS WORLD NEWS | WEEK 1 | OCTOBER 2022
The week started on a controversial note in the US where Sitel Group’s legal tussle with Sutherland Global Services is tipping in favor of the latter, according to a report by Nearshore Americas. It is alleged that Sitel Group illegally acquired confidential company information from Sutherland, using it to win business with at least one major client. A ‘bench trial’ is scheduled for April 23, 2023 in Austin, Texas. In trade secrets cases, 70% of the time the verdict is in favor of a plaintiff, according to a Texas attorney.
British Insurer, Aviva Investments, has struck a deal to outsource data and back office functions to BNY Mellon, an American investment banking services holding company. The decision to outsource these crucial business functions forms part of Aviva’s strategy to cut costs, enhance client services and boost operational efficiency.
Further to the East, Romania becomes a new delivery location for Dallas-based business process outsourcing company, SupportNinja. The company looked to Romania as part of its global expansion campaign to tap into the country’s skilled customer support experts to service global clients with diverse product and language needs. Romania is renowned for its strength in native and near-native European language fluencies and a growing population of creative and tech professionals.
Speaking of tech, India’s software-related services market generated US$150 billion between 2021 – 2022 for the first time, according to the Reserve Bank of India (RBI). North America is India’s largest source market for buyers of software services, accounting for US$86,9 billion or 55.5% of the market share. Europe (US$48,6 billion) and the UK (US$23,3 billion) were also among the top 3 source markets for Indian software exports.
Kigali, Rwanda will soon be host to the newest and latest delivery site of CCI Global, serving as a valuable addition to its other operations across East Africa. Operating as CCI Rwanda, the group seeks to leverage off the country’s deep, untapped talent pool and GBS capabilities. CCI have also recently opened offices in Ethiopia, where it services a US-based client. CCI Global is also a certified member of GBS.World.
Ghana’s Ministry of Communications and Digitalization has made a business case for Canadian investors to invest in its ICT sector during the Ghana-Canada Investment Summit (GCIS). A pool of young professionals with marketable ICT skills is one of several factors Ghana has put forward to position itself as an ideal ICT investment location for Canadian ITO buyers, operators and investors.
In general customer experience (CX) news, technology, cultural shifts, the recent pandemic and global conflicts are reshaping the dynamics of consumer needs, making it trickier for brands to meet customer service metrics, according to a Harvard Business Review report. In fact, 60% of consumers surveyed around the world have indicated that their priorities are changing based on global events and the same number have completely reassessed their values this year. With these changes, consumers have become more paradoxical, whereby 70% of consumers stated that behaving inconsistently is very human and totally acceptable.