GBS WORLD NEWS | WEEK 3 | JULY 2024
In Liberia, BNS Technology Solutions inaugurated the country’s first outbound and inbound international call center, aiming to employ up to 120 local youth. Located in Paynesville, the center can handle 60-100 calls simultaneously, primarily targeting U.S. customers. Co-partner Ambrose Sartee emphasized the center’s potential to position Liberia competitively in the global call center market. CEO Ernest Freeman credited Sartee for driving the initiative, which began as a technology company focused on U.S. government contracts.
In Sweden, the global IT and business consulting services giant, CGI Inc., is facing difficulties as the Swiss National Bank has reduced its stake in CGI Inc. by 8.3% in the first quarter. The bank held 622,700 shares worth US$68.68 million. Other institutional investors, including Vanguard Group and Fiera Capital Corp, have also adjusted their positions in CGI. Analysts have mixed ratings. CGI’s stock is trading at US$105.88 with a market cap of US$24.43 billion.
Over in Australia, Service NSW is set to lay off an undisclosed number of employees due to “unsustainable” staffing levels, nearly double the pre-pandemic headcount. The layoffs will impact contractors, temporary employees, and staff involved in COVID-19 stimulus programs but will not affect customer service employees. The agency, part of the NSW government’s broader effort to reduce its 453,210 public sector workforce, will maintain existing face-to-face services and enhance the Service NSW app.
Also in expansions, Informa plc, an international events and services leader, inaugurated its new regional hub at CFC Business Park in Cairo, with ITIDA CEO Ahmed Elzaher attending. This expansion marks Informa’s 10th anniversary in Egypt and aims to bolster its IMEA operations. The new hub reflects Egypt’s strategic appeal for offshoring, with plans to double events in Africa and enhance shared services. Informa’s move aligns with Egypt’s digital and green economy strategies.
In global news, a report by market intelligence company, Maximize Market Research highlights a shift toward digital outsourcing and end-to-end process optimization, driven by technological advancements and strategic partnerships. Key players like Accenture and Wipro are leading this transformation, enhancing efficiency and profitability through innovative digital solutions.
Also in global market reporting, Technavio, the market research company, released a report stating that the global call center outsourcing market is expected to grow by US$25.9 billion from 2024 to 2028, with a CAGR of 4.37%. This growth is driven by the rise of emerging countries as call center destinations. Technological advancements, strategic partnerships, and increasing demand for efficient customer support solutions are fueling growth, despite challenges such as high attrition rates and increasing service costs.
