GBS WORLD NEWS | WEEK 4 | JULY 2023

The multinational digital business services company, Teleperformance, is set to hire 60,000 people in India over the next two years. The expanded workforce goals aligns with the company’s continued expansion in India, and would lift the total employee number to 150,000 in the country. The CEO of Teleperformance India has identified the high quality of workers as the main driver behind this growth.

While some may be benefiting from the surge in outsourcing in India, others have been impacted by the global spread of business process outsourcing (BPO) services – namely, the Philippines. In Kearney’s 2023 Global Services Location Index – published by the global management consulting firm – the Philippines has dropped by three spots in the global destination rankings. This drop has positioned it outside of the top 10, being replaced by Mexico.

NTT Data, Tokyo-based multinational IT service and consulting company, has launched an outsourcing service for security management. The platform, Mservice1, is intended to prevent data security breaches and to mitigate damages if incidents do occur. The service, first being offered in Japan and then worldwide, is hoped to enable the company to reach their annual security-management global sales goals of 200 billion Japanese yen by March 2026.

From topics such as the global voice of the buyer, to Africa as the next GBS/BPO frontier, and impact sourcing, the latest recording of Rod’s Pod included an interview with Mark Angus, Founding Partner of GBS.World. The interview, conducted by industry guru Rod Jones, looks back on over two decades of the growth of the BPO sector and into what appears to be a flourishing future for the industry. Mark also shares his views on the overall growth of the African BPO/GBS industry and his insights based on GBS World’s up-to-the-minute research covering 32 African countries. The podcast has hosted other analysts and knowledge leaders on their news and views about the trends, tactics, techniques and technologies of CX, call centers and the global BPO sector, including Evan Jones, Mark Hillary, Peter Ryan and Traci Freeman.

Gushwork.ai, a steadily growing startup headquartered in Brooklyn, has raised US$2.1 million in pre-seed funding to outsource business tasks to individuals trained in AI. The global platform is focused on BPO advancements using AI and offers AI training for workforces. Key participants in the funding include Lightspeed, B Capital, Sparrow Capital, Seaborne Capital, and Beenext.

Also in AI news, Canadian-based multinational IT consulting and development company, CGI Inc., is set to invest US$1 billion on expanding its AI capabilities. Over the next three years, the company will be growing its AI-related consulting services, recruitment efforts, responsible and ethical-use delivery platforms, and overall operational efficiencies.

In global news, recently published research by Future Market Insights (FMI) – global research and business intelligence company – has highlighted the rapid growth of the global business process-as-a-service (BPaaS) market. According to the report, by 2033, the market is set to reach US$500,552 million, with 11.2% CAGR. The FMI report unpacks key growth drivers in the market, and it provides insights into key players, trends, major restraints, and opportunities.