GBS WORLD NEWS | WEEK 2 | FEBRUARY 2023

The week was rocked by news of a content moderator in Kenya suing an outsourced provider contracted by Meta for work-related PTSD. Spending over eight hours a day filtering horrific content on the internet, such as beheadings, suicides and child abuse, the moderator indicated that he was not paid a salary commensurate with experience. For eight months, Meta attempted to have the case dismissed before the Kenyan Employment and Labour Relations Court ruled in favor to continue the legal proceedings.

In global customer experience (CX) news, 65% of marketers say that delivering high levels of CX is a key market differentiator and 45% believe that brands will compete on the basis of CX over the next two years, according to an Exotel survey. Further findings revealed that 86% of marketers agree that WhatsApp is the most important customer service channel.

Hong Kong-based business-to-business (B2B) global sourcing platform, BuyHive, has entered a strategic partnership with Xccelerate, a leading technology training platform. Leveraging this collaboration, BuyHive’s sourcing experts will acquire the opportunity to sharpen their sourcing abilities using advanced technology which will make them more competitive in the market and tech-savvy.

Leading US business process outsourcing (BPO) provider, iBex has been named a finalist in the Contact Center or Customer Service Outsourcing Provider of the Year category in the 17th annual Stevie® Awards for Sales & Customer Service. The award winners will be announced at the gala banquet on Friday, March 3 2023, at Caesars Palace in Las Vegas, Nevada.

In the UK, the partnership between the country’s largest long-term savings and retirement provider, Phoenix Group, and Tata Consultancy Services (TCS) has been expanded to digitally transform the latter’s ReAssure business using the TCS BaNCS™-based platform. In 2020, Phoenix Group acquired ReAssure, a prestigious British life insurance provider. By partnering with TCS, the company can now exploit synergies and bolster customer service for policyholders of ReAssure.

The top recruitment process outsourcing (RPO) providers in North America were announced in the fourth annual ClearlyRated® Best of RPO™ award program. Participating firms were evaluated according to Net Promoter® Score (NPS®) data, whereby only 1% of all RPO providers in the US and Canada achieve exceptional NPS scores. Advanced RPO, Disher Talent Solutions, Hueman RPO, LevelUp HCS, PSG Global Solutions and Xelerate LLC were among those rated as the best RPOs in North America.