GBS WORLD NEWS | WEEK 1 | MARCH 2024

Nigeria’s federal government plans to bolster its entry in to the global outsourcing market with the “Outsource To Nigeria Initiative” (OTNI). The OTNI, set to launch simultaneously in Gombe, Abuja and Kaduma, is a private sector-led, government-enabled program supporting youth job security and aiming to create jobs in business process and tech-enabled outsourcing. The initiative will aggregate and provide talent-for-performance through an “uberized” capacity building model and centers of excellence based on the demand-led skilling needs of the international market.

Australian banking institution Westpac is offshoring 132 jobs from various sectors to India and the Philippines. The jobs, which have been cut onshore, include 62 roles from the risk division, 50 from operations, and 20 from sales. The move has drawn criticism from the Finance Sector Union (FSU). The FSU expressed security-risk concerns, especially given the increase in scams targeting bank customers. Westpac has defended the move, stating it employs over 30,000 workers and aims to provide support during transitions.

Global digital business services company, Teleperformance, has introduced its digital consulting arm, TP Infinity, in the United States, to aid clients in accelerating business transformation and optimizing operational costs. TP Infinity offers a comprehensive portfolio encompassing consulting, technology, data analytics, design, and creative services. The consulting arm aims to evaluate clients’ processes, design optimized operating models, and create efficiencies on a global scale.

Business process services giant Capita plc has extended and expanded its customer experience contract with a major telecoms provider based in Europe, worth up to £220 million. The deal covers support for consumer and business customers across a broader range of products and services, including mobile phone and TV technical assistance. The contract includes conversational AI integration, utilizing chatbots and messaging channels for improved customer engagement and sales performance.

Also based in Europe, Amsterdam-based Aigent – a provider of AI-driven agent coaching, monitoring, call transcription, and post-call analytics – has been acquired by New-York-based outsourcing and offshoring consulting firm, Ubiquity. Aigent’s live voice AI software is designed for contact centers, offering real-time prompts and alerts during customer calls. The acquisition aims to enhance Ubiquity’s capabilities across its five TechSuites, targeting specific aspects of operational efficiency and customer service.

Mumbai-based IT services giant Tech Mahindra has acquired Orchid Cybertech Services Inc., a BPO provider based in the Philippines. Orchid Cybertech offers customer experience-related services and serves TPG Telecom, a major Australian telecom provider. Tech Mahindra highlighted its longstanding relationship with TPG Telecom and aims to strengthen it further through this acquisition. The all-cash deal was valued at US$3.3 million.

In Eastern Europe, PwC Poland has become an Expertise Partner of ABSL (Association of Business Service Leaders) in Poland, supporting organizations in the business services sector. As an Expertise Partner, PwC will provide knowledge and skills aligned with the latest practices for the Digital Technology and Transformation Club. ABSL, with over 250 member companies, plays a key role in shaping Poland’s business services future.

Over in the CALA region, Jamaican entrepreneur Yoni Epstein – founding chairman and CEO of CX provider itel – has been awarded the prestigious Anthony N. Sabga Award for Caribbean Excellence in Entrepreneurship. He was recognized with the award for his transformative contributions to the BPO sector, playing a pivotal role in redefining the Caribbean’s standing in the global BPO market.