GBS WORLD NEWS | WEEK 4 | APRIL 2024

The CxOutsourcers Mindshare Event in Atlanta, Georgia, is set to take place from April 30 to May 2. Exclusively for BPO operators, the event offers access to the latest research, strategies, and best practices to help companies stay ahead of industry trends and steer growth confidently. Attendees can join an exclusive mindshare and ideation forum with C-level decision-makers, gaining insights into buy-side strategies for success. The event was founded by Mark Angus of GBS World and Peter Ryan of Ryan Strategic Advisory with Traci Freeman who play host to global BPO executives, consultants, and influencers.

Malaysian outsourcing company, Upstream BPO, headquartered in Kuala Lumpur, is expanding its presence in Central Asia by opening a new office in the Syrdarya region of Uzbekistan. The move aligns with the company’s strategy to capitalize on emerging markets and growing economic opportunities in the region. The office will handle business functions such as personnel management, financial technologies, cybersecurity, and general BPO. The company is collaborating with INHA University and MAAB Innovation to train and employ local talent.

Melbourne-based department store Myer has come under fire for suddenly laying off head office staff in its e-commerce and operations teams and outsourcing tech roles to India. The decision reportedly affected 50 staff members, while Myer claims it affected 13 employees with 2 redeployed. The move aims to support Myer’s expanding online business and future growth. The abrupt redundancies have reportedly left employees shocked at the abrupt way in which the process was managed.

Illinois BPO company, Afni, has opened a new office in Santa Rosa in the Philippines. This expansion aims to tap into the city’s skilled talent pool and contribute to its economic growth. The new site spans 9,400 square feet and includes amenities such as an arcade and sleeping quarters for better employee experience. Afni plans to hire at least 3,000 local employees by year-end, primarily in customer service roles.

Parloa, a conversational AI platform for customer service headquartered in Berlin, raised US$66 million in a Series B round, bringing its total capital raised to $98 million. The company is expanding its focus on the US market, opening a New York office and partnering with Fortune 200 companies. Parloa’s AI-driven platform specializes in voice-first customer interactions, offering smart, human-like voice conversations. The funding will support further growth in Europe and the US.

A new article from BreakingNewsBelize has highlighted Belize’s development as a key destination for BPO, employing over 15,000 Belizeans and generating tens of millions in foreign exchange. The country leverages its bilingual workforce, advantageous time zone compatibility, and government support to attract BPO investments. The industry initially focused on call center services but has diversified into back-office functions such as finance and IT support. Challenges like competition and infrastructure limitations offer opportunities for further growth and innovation.