GBS WORLD NEWS | WEEK 3 | MAY 2024

GBS WORLD NEWS | WEEK 3 | MAY 2024

Global technology and services company, Concentrix, is set to expand its operations in India, planning to hire 20,000 employees this year. CEO Chris Caldwell highlighted India’s importance due to its market potential and talent. In 2023, India contributed US$898 million to Concentrix’s US$7.1 billion total revenue. The company expects its revenue from India to exceed US$1 billion by the end of this year.

Over in Canada, the Canada Revenue Agency (CRA) will not extend contracts for 2,000 call centre workers across the country, affecting 800 workers in the west, 600 in Southern Ontario, 500 in the Atlantic, and 100 in Quebec. CRA spokesperson Sylvie Branch stated this decision aims to balance service quality and fiscal responsibility. Union president Marc Brière criticized the decision, highlighting potential negative impacts on taxpayer service.

Also in job losses, communications services giant BT has announced its decision to close its Enniskillen (Northern Ireland) call centre by October 2024. The closure will affect around 300 employees, who provided support to EE mobile customers. Economy Minister Deirdre Hargey called the decision “devastating” for workers and the local community. About 252 employees opted for voluntary redundancy.

In Australia, the Australian Taxation Office (ATO) will soon face a new levy on outsourced debt-collection services, as part of a broader government initiative to save costs. This “additional external labour levy,” introduced by Finance and Public Service Minister Katy Gallagher, aims to generate A$375 million over four years starting in 2024. The levy is designed to discourage government agencies from outsourcing and rather to use permanent Australian Public Service staff. This measure will significantly impact the ATO, a major client of commercial debt-recovery services, affecting contracts with firms like Recoveries Corporation and Datacom Connect.

The New-York-based private equity investment company, Mill Point Capital (MPC), has announced its acquisition of a majority stake in iQor, global customer engagement and BPO company. The partnership, set to close in June 2024, is expected to enhance growth opportunities and performance by leveraging iQor’s customer relationships and AI capabilities, and MPC’s expertise in being used to support iQor’s operational and strategic growth initiatives.

Over in the United States, multinational tech giant Apple has announced its plans to revamp Siri by integrating generative AI, making it more conversational and versatile. The move comes after executives tested ChatGPT and found Siri outdated. The reorganization, Apple’s most significant in a decade, aims to enhance AI across its business. The updated Siri will support more complex tasks and maintain privacy by processing requests on iPhones.

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