Posts Tagged ‘Global’

BPO employees hail sector

October 10th, 2014

Yoni Epstein, chairman of the Business Processing Industry Association of Jamaica (BPIAJ) has dispelled the notion that customer service agent positions in the BPO sector are dead-end jobs.Outsourcing9

He stoutly defended the sector, which employs over 10,000 persons at call centres located in Montego Bay, St James and 14,000 persons nationally, noting that it provides vast career opportunities.

“The agent position is merely a stepping stone to a career in the sector. There is much scope for elevation. Many per sons who started as agents have since risen up through the ranks,” Epstein stated.

Epstein added: “Persons are trained on the job so it is easier to promote persons internally than to seek externally. It builds the moral of the workers.”

A number of persons who have been elevated to managerial positions after starting as agents gave the

Observer West an account of their upward journey in the sector.

Rhonda Rodriguez Simpson, an American-born of Jamaican parentage, who is now employed at Global Outsourcing Solutions, was among those who shared their story.

“I spent nearly two years unemployed after losing the last job from a call centre. So when Global Outsourcing Solutions called me and offered me the position I gladly took up the offer,” Simpson said.

“A few months later I became a manager and I am currently a project manager and I hear that there are more things in the pipeline for me as we speak.”

Michael Daley shared a similar success story.

“I started in the BPO Industry in 2008 as an agent and today I am Director of Operations for Itel BPO in 2014. The BPO industry has allowed me to provide sufficiently for my family and accumulate the necessary wealth to be well on my way to achieving the Jamaican dream,” Daley revealed.


Wipro Global Infrastructure Services Achieves Strong UK Customer Satisfaction Scores

September 9th, 2014

Wipro Ltd., a leading global Information Technology, Consulting and Business Process Services company has been acknowledged as a leader in several categories of the 2013 KPMG UK ICT Outsourcing Service Provider Performance and Satisfaction (SPPS) study.outsourcing29

The study which analysed satisfaction scores for 22 service providers, ranked Wipro’s Global Infrastructure Services (GIS) business first, in the Infrastructure Management category and the Managed Network Services category. The respective customer satisfaction levels of 73% and 68% achieved in these categories are 12% and 10% above the industry average.

“We can only grow when our clients are satisfied and can see a real positive impact on their business through working with us,” said G. K. Prasanna, Chief Executive, Global Infrastructure Services, Wipro Limited. “Our deep investments in the practice help our customers meet their dual mandate of delivering ruthless efficiency coupled with business enablement. This customer centric view makes us the partner-of-choice to our customers in their transformative journey to the new world,” he added.

KPMG’s annual customer perception study evaluated 490 contracts across 210 participants, analysing satisfaction scores for 22 service providers.

The Infrastructure Services market is poised for high growth, with many organizations readying themselves for the next wave of transformation. Wipro provides Infrastructure Services to global customers using state-of-the-art tools and processes. Wipro’s GIS services portfolio spans Data Center, End User Computing, Networks, Managed Services, Cloud, Business Advisory and Global System Integration services. Underpinning these services is Wipro’s ServiceNXT™ platform which helps provide customers with a future-ready IT landscape more responsive to business needs.

Wipro has recently won deals from companies like Corning Incorporated, a world leader in specialty glass and ceramics and Carillion, a UK based leading integrated support services company with a substantial portfolio of Public Private Partnership projects and extensive construction capabilities. Wipro will be providing infrastructure services as a part of these deals.


Outsourcing firm looks to ride on global growth

September 2nd, 2014

A leading outsourcing service provider, ServicEngineBPO, aims to more than double its workforce over the next two and a half years, a top official said.outsourcing24

The recruitment drive will create around 600 new jobs at the company’s Dhaka office as it expands operations to cater to growing demand for outsourcing services.

“We want to exceed the 1,000 employee mark by 2016 from the existing 400 workforce if the present growth trend continues,” ASM Mohiuddin Monem, chairman of the company, said in an interview with The Daily Star recently.

The US-Bangladesh joint venture company has registered 35-40 percent growth of revenue a year since its inception in 2006, he said.

The company checks backgrounds of customers for financial institutions and provides medical appointment assistance for US hospitals.

Interactive marketing, quality assurance, software and web development, back-office processing and digital advertising are also among the services it provides, he said.

The company’s outstanding performance did not go unnoticed: It has been adjudicated as one of the Top 100 Global Outsourcing Service Providers in the world by the International Association of Outsourcing Professionals (IAOP) in 2014.

IAOP, the global standard-setting organisation and advocate for the outsourcing profession, also ranked ServicEngine as the 12th best outsourcing company in the Rising Star category.

These rankings are based on applications received and evaluated by an independent judging panel organised by the IAOP, which has more than 120,000 members and affiliates worldwide.

“This is a tribute to the exceptional service delivered by our employees. I am proud of our employees who have shown the world the talent we have in our country,” said Monem.

The accolade will help the outsourcing industry of Bangladesh to reach new heights globally as ServicEngine is the first Bangladeshi company listed among TOP 100 BPO (Business Process Outsourcing) companies, he said.

“It will benefit the entire BPO industry in Bangladesh,” he said adding that the country has some 10-15 outsourcing companies which are doing well and the number is growing.

ServicEngine faced several challenges as business process outsourcing is new in Bangladesh, said Monem. “It was not a very easy ride.”

The company had to compete with an Indian vendor to receive its first ever work project, he said.

The country’s biggest strength for BPO industry is its large young population base, he said.

Earlier, India and the Philippines were considered the best outsourcing destinations, but the global perception is gradually changing due to rising labour costs, he said.

Bangladesh has the potential of becoming a leading outsourcing destination due to cost competitiveness and scope for capacity development, he said.

Monem, also the deputy managing director of Abdul Monem Group, a leading diversified company that engages in construction, beverage, and ice-cream business, expects a bright future for the outsourcing industry.

Global market of BPO and IT Services stood at $952 billion in 2013, of which $304 billion was BPO based, according to HfS Research, an American consultancy firm.

“The country will be able to earn at least $15 billion if it can grab only 5 percent of the global outsourcing market,” he said adding that it is not too late to try as yet.

The area of BPO activities are widening globally, said Monem, who earned his bachelor’s degree in industrial engineering in 1991 and a master’s in engineering management in 1994, both from Northeastern University of the US.

“When BPO started, it was concentrated on payroll and human resource management but that is changing,” he said.

Monem said there will be huge demand for heath care and legal process outsourcing globally. “The market is opening up especially in the hearth care sector due to a favourable policy of the Obama Administration in the US.”

ServicEngine, which has offices both in the US and Bangladesh, provides outsourcing solution mainly to the Fortune 500 companies, he said.

The work rates charged by the company are either on a per-hour or project based, depending on the service offered, and the applicable business model. The rates can range from $7 to $40 per hour.

The company that employs graduates in business studies, computer science and other IT studies pays its employees in Dhaka Tk 20,000 to Tk 200,000 a month depending on job profiles, he said.

The country registered robust growth in exports of IT and IT-enabled services in the last couple of years.

Local software and IT vendors exported services and products worth $124.72 million in fiscal 2013-14, up 22.71 percent from the previous year, according to data from the Export Promotion Bureau.

Bangladesh Association of Software and Information Services has set a target to earn $1 billion from such exports and create 1 million professionals in five years.


Gartner: Global IT spending to grow 2.1% to $3.7 trillion in 2014

June 30th, 2014

Global IT spending is on pace to total $3.7 trillion in 2014, a 2.1 per cent increase from last year, but this growth rate is down from earlier projections of 3.2 per cent growth.Outsourcing39

The slower outlook for 2014 is attributed to a reduction in growth expectations for devices, data centre systems and to some extent IT services, according to a forecast by research and analysis firm Gartner.

“Price pressure based on increased competition, lack of product differentiation and the increased availability of viable alternative solutions has had a dampening effect on the short-term IT spending outlook,” said Richard Gordon, Managing Vice-President at Gartner.

“However, 2015 through 2018 will see a return to ‘normal’ spending growth levels as pricing and purchasing styles reach a new equilibrium. It is entering its third phase of development, moving from a focus on technology and processes in the past to a focus in the future on new business models enabled by digitalisation,” Gordon added.

The global IT spending forecast is the leading indicator of major technology trends across the hardware, software, IT services and telecom markets.

Data centre systems spending is projected to reach $140 billion in 2014, a 0.4 per cent increase from 2013. Constrained spending levels continue to negatively impact the revenue opportunity for data centre systems, particularly with external controller-based (ECB) storage. ECB storage spending suffers from the combined effects of underutilised systems in the installed base, as well as lower-cost alternative architectures and cloud-based storage.

The server market also shows weakness as enterprises migrate away from high-cost platforms toward lower-cost alternatives. The hyper-scale segment, primarily driven by consumer-oriented services, does provide some positive drivers to the market, albeit for very low-cost platforms, which further impacts overall spending levels on data centre systems.

IT services is forecast to total $967 billion in 2014, up 3.8 per cent from 2013. Following a weak vendor performance in 2013 across multiple geographies and segments, modestly improved spending is expected through 2014.

IT outsourcing is growing slower than expected as sharply reduced pricing by the largest vendors is impacting the cloud storage services market. In addition, public cloud services are proving increasingly cannibalistic to more traditional data centre outsourcing services.

Implementation services are also growing slower than expected as risk-averse buyers remain focused on smaller, safer projects and some of the largest sellers remain focused on maintaining margins over growing revenue.

In the enterprise software market, spending is on pace to total $321 billion, a 6.9 per cent increase from 2013. Telecom services spending is projected to grow 0.7 per cent in 2014, with spending reaching $1,635 trillion. The voice average revenue per user (ARPU) will decline by about 10 per cent annually through 2018 because of a decline in consumer use of voice services, particularly among prepaid users.


Small Businesses Turn to Global Outsourcing for Managing Growth

June 23rd, 2014

While freelancing e-marketplaces like elance have thrown up a wide variety of choices for outsourcing work, it still remains a pipe dream for most small businesses. “The key to success is credibility, trust and the experience to make a long-distance association work” cites Sunder Prakasham, Managing Director, GetFriday.Outsourcing19

GetFriday, the World’s leading virtual assistant firm recently launched ‘GetFridayAce’ , its small business support services for entrepreneurs & startups globally. Apart from business support across industries/verticals, Ace also provides specialized skills like Web Services, SEO, Bookkeeping, Research & Analytics.

Michael Tyrrell, founder of WHS First Aid Kits (Australia) is a man on a mission. He wants to make available first aid kits to help people be better prepared for an emergency. He was lucky enough to survive the Dec.2004 tsunami on Phi-Phi Island; clearly unprepared when disaster struck, he didn’t want others to be.

Michael turned to GetFriday in July 2013 for help to grow his business. What started initially as a 10-hour/month engagement now encompasses email management, eBay order processing, online dispatches, dispatch-expense tracking to even scheduling warehouse pickups and monitoring them though webcam. All of it handled remotely by GetFridayAce from Bangalore, India. What’s more, Michael even managed to improve his keyword-rankings with their SEO efforts.

Parasuram Prabhu, Director, GetFriday says, “As an entrepreneur, you need a single partner with deep skills to help you grow. We help people be on top of their business, not in it.” And it isn’t just startups and small businesses who can benefit from outsourcing, even professionals can.

Christopher Young, Associate Professor, Sydney Medical School & Colorectal Surgeon has been using GetFriday for personal tasks since 2012. In Nov.2013 he decided to give business a try and upgraded to a 40-hour/month plan. Since then, GetFridayAce has helped him with generating letters from dictated notes, remote data entry, filing reports by patient folders, setting reminders and even searching for articles to assist his research, using PubMed.

Having served 11,000+ clients in over 40 countries, GetFridayAce certainly has the credibility, experience and a good understanding of small business needs.


Global IT market tightening its belt, says IDC

August 7th, 2013

The research and analyst firm originally forecast growth to be in the area of 4.9 per cent, but revised its figures down to account for the perceived impact of the economic downturn in China and sluggish recovery in other parts of the world. Nevertheless, core IT spending is looking to rise above the $2tn mark for the first time.

“With the economic outlook uncertain for the second half of this year, we remain focused on the downside risks associated with China and Western Europe,” said Stephen Minton, vice president in IDC’s Global Technology & Industry Research Organization (GTIRO). “IT spending in Europe remains tepid by any historical standards, with overall growth of two per cent driven entirely by mobile devices. Excluding phones and tablets, IT spending in Western Europe will in fact decline by 0.4 per cent this year.”

According to the firm international IT spending will largely be buoyed by spending on mobile devices, which is expected to grow by 18.5 per cent globally, and tablets, which is projected to increase by 39 per cent. On the other hand, global PC sales are projected to decline by 7.2 per cent globally in 2013 – much more than the 2.6 per cent decline originally projected for this year, which underscores a growing trend that sees enterprises adopting IT solutions which fit better with mobile productivity needs.

Interestingly the firm’s figures show that by 2017 mobile devices aren’t forecast to accelerate total IT spending, suggesting that by that point mobile devices will hit parity with servers, storage, and other elements that were previously the drivers of IT spending.

Traditional hardware vendors that don’t have their hands in the mobile or tablet space will likely have a harder time in 2013 than previously estimated, with growth continuing to decline in the server (3.5 per cent down) and only minimal growth expected in the hardware storage market (1.9 per cent up).

“Average price declines in the server and storage markets continue to pressure margins and revenues, while some of the pent-up demand which drove the 2010-2012 rebound has given way to a more subdued environment for capital spending,” said Minton. “There are still pockets of growth, but overall hardware investments are in a cooling phase, which will last until 2014 at the earliest.”

Spending on software appears to be holding steady with 5.5 per cent growth expected for 2013, and the firm says that Software as a Service is playing a key role in the resiliency of that sector of the IT products and services market – to the point where it’s eating into the outsourced services market.

“Enterprises are still investing in new software tools and solutions, especially where rapid cost-benefits have been identified, but more software sales are migrating to SaaS and PaaS delivery models,” Minton said. “Not only does this put pressure on software vendors to compete with lower-margin cloud software providers, but the growth of cloud is also cannibalizing revenues from IT outsourcing and application hosting.”

SaaS is generally recognised as the most popular group of cloud-based services out there, and by the end of 2013 IDC expects almost ten per cent of annual software spending will be on software as a service solutions.


More global, BPO firms set up offices in metro

August 6th, 2013

Multinational and business process outsourcing (BPO) companies moving to prime or Grade-A locations in Metro Manila pulled overall office vacancy rate to 2.51% in the second quarter from 3.21% in the first.Outsourcing26

In the latest Metro Manila Marketview, real estate advisory firm CBRE Philippines said the decline in vacancies in the metropolis resulted from majority of BPO firms setting up shops in “reasonably priced locations” and global firms favoring “brisk expansions and cost-sensitivity.”

Prime office spaces in the Makati Central Business District (CBD) continued to attract multinational corporations causing vacancy rate to decline to 4.27% in Q2 from 5.07% in the previous quarter. Below is the performance of the Makati CBD office market:

BPO firms offering higher-value services had taken up available prime spaces, the strong demand pushing average lease rates up to P1,041.05, a 1.25% quarter-on-quarter growth
Grade A offices’ vacancy rate slightly increased to 2.83% from 2.44% in the previous quarter. Increased vacancy, however, did not affect average lease rates, which inched up to P783.97
Two new buildings added office spaces, which may have helped boost average lease rates for Grade A spaces
Average lease rates for the entire CBD cost P901.46, a 1.26% quarter-on-quarter increase from P890.27

The alternative location to Makati CBD remained to be Fort Bonifacio, where vacancy rate fell to 0.87% in Q2 from 1.01% in Q1. Below is the performance of the Fort Bonifacio office market:

The migration of cost-sensitive BPO companies enhanced the competition for office space, augmenting the asking lease price to P770.29 in the second quarter from P763.74

Tightening supply would ease in the remaining quarters with the upcoming turnover of an additional 159,389 square meters of office spaces
Charts by CBRE PhilippinesCharts by CBRE Philippines

Ortigas CBD recorded the highest decline in vacancy rate, with only Robinsons Cyberscape Beta and 45 San Miguel offering additional office spaces in the coming months. Vacancy rate in this CBD plunged to 3.66% from 5.04% in Q1.


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