GBS WORLD NEWS | WEEK 4 | MAY 2024

GBS WORLD NEWS | WEEK 4 | MAY 2024

Rwanda is experiencing significant GDP growth, driven by the rise of its global business services sector. The Rwanda Global Business Services Growth Initiative (GBS GI), launched in 2023, aims to attract investments and develop talent. Supported by GIZ Invest for Jobs and Harambee Youth Employment Accelerator, the initiative collaborates with the Ministry of ICT and Innovation and the Rwanda Development Board. Through these collaborations, GBS GI is set to make its international mark, with the upcoming Rwanda BPO & Tech Summit in Berlin this June, aiming to showcase Rwanda’s potential.

In the Asia Pacific region, Services Australia, an executive agency of the Australian government, formerly known as the Department of Human Services, is enhancing its diversity efforts. Its Aurora Neuroinclusion Program – an initiative focusing on neurodivergent talent – is expanding to hire individuals with ADHD(attention-deficit/hyperactivity disorder). The initiative aims to build an inclusive workforce, aligning with the Australian Public Service’s broader diversity goals.

South African eLearning firm, New Leaf Technologies, is expanding globally leveraging South Africa’s strong offshore outsourcing reputation. Offering learning software and services across Africa and the Middle East, the company provides over 30,000 courses and customized content. Benefiting from government support through the Global Business Services Master Plan, New Leaf Technologies attributes its success to South Africa’s skilled workforce, cultural alignment, and cost-effective solutions.

In Delhi, a vigilante hacker breached the network of a scam call center, Minds Insider Private Limited, posing as the fake antivirus company Waredot, and warned victims via email about the scam. The hacker advised victims to issue chargebacks for overpriced software. The call center, posing as Microsoft support, pushed users to buy costly antivirus solutions. Authorities raided the center, capturing evidence on CCTV.

United-States-based tech giants Open AI (with GPT-4o) and Google (with Gemini) are poised to disrupt the BPO industry by automating up to half of job roles. These advanced AI models enhance customer service and enable real-time conversational speech. Reskilling employees is crucial as transactional roles shift to analytical ones. However, AI struggles with tasks requiring emotional intelligence, and hidden operational costs remain significant.

According to a report from the global market research company, Allied Market Research, the global logistics business outsourcing market is projected to grow from US$1.3 trillion in 2022 to US$2.1 trillion by 2032, at a 5.7% CAGR. Growth drivers include complex supply chains, cost reduction, and operational efficiency. The market faces challenges like poor infrastructure and geopolitical tensions but benefits from e-commerce growth and logistics automation.

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