GBS WORLD NEWS | WEEK 2 | MARCH 2024

GBS WORLD NEWS | WEEK 2 | MARCH 2024

This week, GBS.World announced the launch of The Human Rightsource, Impact, Value & Empowerment Index – GBS THRIVE Index. The THRIVE Index has been created to support and recognize best practice adoption of sustainable Impact Sourcing (IS) activities globally. This includes activities that contribute to broader Diversity, Equity, Inclusion and Belonging (DEI(B), Environmental, Social, and Governance (ESG) and Impact Sourcing (IS) within the BPO/ITO/CX and Professional and Shared Services sub-sectors.

Shares of Teleperformance, the global digital services company headquartered in Paris, have plunged by 23% as concerns about the impact of AI on its business grew. However, CEO Daniel Julien, insists that AI will enhance their business model – not replace humans – emphasizing the importance of human interaction in reducing friction between customers and companies. While investors worry about AI’s potential effects, Julien sees it as a positive addition, citing Teleperformance’s collaboration with clients on 250 AI projects. The company reported 2.3% higher revenue at €8.345 billion in 2023, with net profit at €602 million.

Guyana’s Ministry of Housing and Water is investing US$603.9 million in two new call centers in Region 5, aiming to create over 15,000 jobs by 2025. Contracts have been awarded for centers in Mahaicony and Hope Town. The move aligns with Guyana’s commitment to BPO sector growth, leveraging its strategic location and educated workforce. The government’s support for the BPO industry, highlighted by Senior Minister Dr. Ashni Singh, is expected to foster economic development and enhance global competitiveness.

ContactPoint 360 has become the first Canadian BPO in Cebu, Philippines, highlighting Cebu’s growing significance in the BPO sector. The company, operating globally, plans to increase its Cebu workforce from 800 to at least 1,800 by year-end. CEO Asad Mirza emphasizes community contributions, collaborating with local institutions for upskilling initiatives. This move underscores Cebu’s potential as an attractive BPO hub.

Also in BPO facility expansions, Robin Hoekstra – CEO of outsourcing company Outworx – has invested ZAR12.5 million to open a new facility in the Eastern Cape province of South Africa.  This new facility will be based in Gqeberha (Port Elizabeth) and is expected to create 500 jobs. Hoekstra believes that international interest in South Africa for call center services – particularly from North America – has grown significantly and the Eastern Cape is the next frontier for BPO in South Africa.

CMSWire announced the global 2024 Customer Experience Leader of the Year and CMSWire IMPACT Award winners. The awards recognize outstanding work in customer and digital experience across categories like Customer Journey Innovation, Customer Service Excellence, and Innovative Use of CX Technology. Vendor categories include Best Customer Experience Transformation, Best Use of AI in Customer Experience, Best Omnichannel Personalization, and Best Contact Center Innovation, with winners like Progress, Coveo, and Kustomer.

Also in global news, according to a report from market research and consulting firm DataHorizzon Research, the Call Center AI Market is projected to expand from US$1.6 billion in 2023 to US$9.9 billion by 2032. This growth would reflect a CAGR of 22.7%, fueled by the increasing demand for enhancing consumer satisfaction and retention. AI-based solutions, including intelligent call routing and sentiment analysis, are seen as instrumental in improving customer experience. Additionally, AI aids call center supervisors in agent performance analysis. The rise in customer engagement through social media further boosts the adoption of AI-based customer support solutions, with predictive call routing leading the market in 2023.

 

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