Category: Weekly News

Guatemala is gearing up for the BPO Innovation Summit 2024, aiming to bolster its BPO sector and attract investors. Scheduled for April 24, the event will convene industry stakeholders, government officials, and tech innovators. Despite already hosting major BPO firms, Guatemala seeks to enhance its reputation and become a competitive player. The summit will

Investment-holding company, Heirs Holdings, hosted an unveiling event to announce the launch of a tech-focused subsidiary, Heirs Technologies, a cloud-management system headquartered in Lagos, Nigeria. The subsidiary is aiming to leverage tech to transform Africa. With offerings like IT consulting, managed services, and BPO, it plans to primarily serve the

In the latest news regarding fraud scams in India, two individuals have been arrested in Mumbai for their involvement in an international job scam. The individuals allegedly recruited over 100 youths from India, promising them jobs in Thailand but forcing them to work in cyber fraud call centers in Laos. The plaintiffs – who were charged with human

Nigeria’s Ministry of Industry, Trade, and Investment, in collaboration with cybersecurity firm Lab Four, signed an MoU to bring 50,000 full-time BPO jobs to Nigeria over the next three years. The National Talent Export Program (NATEP) – which was launched in 2023 to connect Nigerians with employment opportunities abroad – will oversee the execution of the

The Global Fraud Summit was held in London, where British authorities, in collaboration with the FBI and US Secret Service, announced they are intensifying efforts to combat global call center scams, following Interpol’s alert on the escalating threat. Recent years has seen a dramatic increase in criminal networks exploiting trafficked individuals in online

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

Nigeria's

federal government plans to bolster its entry in to the global outsourcing market with the “Outsource To Nigeria Initiative” (OTNI). The OTNI, set to launch simultaneously in Gombe, Abuja and Kaduma, is a private sector-led, government-enabled program supporting youth job security and aiming to create jobs in business process and

Outsourcing company Tafaseel BPO is set to expand its operations by establishing an office in Uzbekistan. The decision follows successful discussions between the Uzbek delegation from the Ministry of Digital Technologies and Tafaseel BPO executives during the World Governments Summit in Dubai. Tafaseel BPO aims to leverage Uzbekistan’s business environment

The executive arm of the Egyptian Ministry of Communication and IT, ITIDA, and the UAE’s Mashreq Global Network (MGN) have signed an agreement to expand MGN’s operations in Egypt. The deal, witnessed by Egyptian Prime Minister Mostafa Madbouly and Minister of Communication and Information Technology Amr Talaat, entails MGN hiring a minimum of 300 Egyptian

Scottish-based telecommunications network, EE, is set to close its Greenock contact center in Scotland, affecting approximately 450 workers. Impacted employees will have to relocate to the Glasgow center, about 28 miles away. EE cites the need for substantial investment to bring the Greenock building up to standard. BT Group, EE’s parent company, emphasizes

Additional investment and expansion plans in Africa were announced this week from Cairo, Egypt, where VXI Global Solutions, a global BPO provider, is launching a CX delivery center. The new center, opening by March 2024, will create 500 jobs for the industry, with aims to tap into Egypt’s skilled talent pool and foster economic growth. The 47 000 square feet

Delivery firm DPD faced embarrassment in the UK this week as its AI chatbot, designed for customer interaction, began swearing and criticizing the company when prompted by a customer. The incident pressed DPD to disable the AI element of its chatbot, attributing the behavior to an error following a system update. This incident adds to the list of AI chatbot

After a hiatus over the festive period, we are excited to be back in action, bringing you the latest updates on global business services (GBS) and customer experience (CX) from around the world. In a significant development for urban development in Africa, CCI Global has been featured in The Economist for its pivotal role in establishing a 5,000-seat

Global customer management services provider, CCI South Africa, has launched a groundbreaking contact center in Umlazi just outside of Durban, focusing on improving commutes and job accessibility in underrepresented communities. This marks the company’s first contact center in a township, aiming to bolster employment opportunities for residents. With plans

News this week from India is that outsourcing and technology services supplier, VFS Global, has opened a sign-language call center as part of its Diversity Equity and Inclusion (DEI) program. The new center will aid the deaf and hard-of-hearing community in accessing visa service information independently. Initially covering 16 countries – such as Austria,

The 2023/24 global Digital & ITO competitiveness rankings have been released by GBS.World. The index – created with ranking data from over 380 senior buy-side executives – reveals top global outsourcing destinations across five key categories. APAC countries lead in categories such as General ITO, Software Development, and AI & Machine Learning,

The ongoing conflict between Israel and Hamas is impacting business process and IT outsourcing (BPO/ITO) service delivery in both Israel and Palestine - and yet industry operators remain resilient. GBS.World released an article assessing how this situation has disrupted operations in key sectors, including IT and high-technology industries. The article

News from Europe indicates that millions of Euros are being lost by Euro zone banks due to poor quality IT outsourcing. A survey run by the European Central Bank found that banks lost over €148 million in 2022 – a 360% increase in loss compared to 2021. The findings showed that many banks’ outsourcing arrangements inadequately addressed IT security

The business process outsourcing (BPO) and IT sector in the West African country of Ghana was under the spotlight this week with the facilitation of the 2023 Global Business Services (GBS) Summit. The 3-day event was held at the Accra International Conference Centre and hosted by GIZ Ghana as part of the Ghana Digital Innovation Week. Analysts, industry

iSON Xperiences, a CX management pan-African operator, has been recognized as a Major Contender in the Everest Group’s PEAK Matrix® CXM Assessment for the EMEA region. Having recently signed a memorandum of understanding with Egypt's ITIDA, the company aims to enhance its CX and BPO services from Egypt’s global delivery centers. Klarna, the global fintech