Industry news

There is optimism surrounding the Indian economy after the release of the nation’s GDP figures and a recent decision by Moody’s, the credit ratings agency, to upgrade the country’s rating for the first time in more than a decade. The rosy outlook stems from an expectation that Narendra Modi’s institutional and fiscal reforms will improve the long term economic outlook of the nation, which has been plagued with stagnating growth in recent years.

The BPO industry should take courage from this outlook, which represents a maturing of the economy and the outsourcing industry in particular. Outsourcing firms are moving from a model that simply capitalises on labour arbitrage, where people are employed to carry out routine and repetitive tasks. The BPO industry is reaching its maturity to become a technology partner equipped with the latest innovations in machine learning, and staffed with the country’ brightest minds.

Firstly, as a growing hub for technology excellence, observers of the Indian tech scene should take note of what is happening in regards to large firms setting up their own parallel operations in the country, beyond the simple support function. Goldman Sachs recently set up their Bangalore operation which not only supplied operational support services to European and US offices, but also provided ‘parallel services’ in the form of analytics and data modelling.

The workforce that is manning this ‘new back office’ is increasingly representative of India’s emergence as a leader in STEM education. It is not uncommon to find a clutch of highly skilled and highly qualified scientists (up to PhD level in many cases) providing data services to clients in alternate geographies.

These individuals are increasingly drawn to India as a result of the better opportunities for high-aptitude roles. Some have even pointed to the growing protectionism and isolationist visa-policies of some Western nations as contributing to the trend of young and dynamic Indian tech workers returning to their land of birth.

The need for digital transformation services across many western businesses is accelerating the growth of India’s high-skill, high-aptitude workforce and the trend is set to increase as the demand from digital services on an agile software-as-a-service (SaaS) basis continues.

Many larger firms are still lagging behind when it comes to embracing digital opportunities in the form of machine learning, AI tools and data analytics, especially in the established BFSI sector. When it comes to a large organisation that have been trading for perhaps over 100 years, the likelihood that it can immediately integrate these technologies greatly decreases as dated legacy systems hamper technology integration.

This is felt particularly within the BPO sector. Outsourcing began as a way to cut IT costs, but has now become a key part of helping organisations to remain competitive in the digital age. Today the industry is increasingly at the forefront of innovative technologies such as artificial intelligence (AI) and automation.

For instance, a common issue for large banks is that, despite flashy front-end digital services, mortgages and other loans take a lot of time to manually approve, opening them up to competition from more agile entrants. Indian expertise has driven automation solutions to satisfy these problems, reducing approval time from 11 days to 48 hours for one leading bank.

The Indian economy has adapted and ‘leap-frogged’ more established economies in many ways, which do not have the same ability to provide cost-efficient and agile technology services across sectors. The latest reassessments from international ratings agencies such as Moody’s reflect a broader optimism that India’s fortunes as a provider of third-party technology services has never been stronger.

Investments from large multinationals in enhanced back-office services from players such as Goldman Sachs go some way to supporting Moody’ assessment. With continued investment in the areas that the nation excels in, such as the STEM education areas, India will be able to compete on a global level with up-start hubs such as Manila.

Last quarter’s GDP figures have reinforced the wave of optimism that is felt by many executives in the BPO space. From the client’s perspective, this can only be a positive result – continued excellence depends on sustained investment in the latest technologies and education for those innovators who operate them.

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From cyber security risks to payment services rules to health and safety protocols, every sector shoulders an increasingly heavy regulatory burden. Ensuring your business is compliant is critical to fend off both reputational and financial harm. The enforcement of the European Union’s General Data Protection Regulation (GDPR) from May next year - which unifies data protection rules across the EU – is a case in point. The new rules will impact all commercial entities handling the personal data of EU citizens, including foreign businesses. Any business that falls into that bracket needs to prepare, if they have not already. At up to 4 percent of global turnover, the penalties for non-compliance are high.

The benefit of having compliance resources in place is not just to avoid fines; it can also increase new customer win rates, as well as client loyalty and longevity. However, the discussion of regulatory compliance typically focuses on the internal processes within a business, such as the need to appoint a chief compliance officer or a chief information officer. Outsourced functions, including business process outsourcing (BPO), software development, and knowledge process outsourcing (KPO), are often overlooked. Developing a robust compliance regime is where outsourcing providers can differentiate themselves from the crowd.

Keeping up with the speed of regulatory change can be difficult. Staff expertise and processes can become quickly out-dated. With heavy-hitting regulations like GDPR and the EU’s Second Payments Services Directive (PSD2) on the horizon, skilled resource is at a premium.

Finding the talent from within

The fastest, most effective and repeatable approach to fill any skills gaps is to increase the training and upskilling of existing talent. Many firms achieve this goal through in-house graduate schemes. By starting the upskilling process as early as possible, they can nurture the best talent within their business. As these schemes recruit annually, employees can be trained to acquire the latest skills and expertise needed.

Another benefit of upskilling in-house talent is that expertise becomes a valuable business asset. With the introduction of new technologies such as AI, the Internet of Things and machine learning, the compliance landscape will continue to evolve and become more specialised. Having that resource on tap is an advantage.

For consultancy-based outsourcing providers, new skillsets are highly valuable and offer potential for increased revenues from existing service offerings. New expertise also allows the business to expand into unchartered areas where clients require new forms of assistance and are perhaps less price sensitive. Supported by a technology backbone, the potential to accelerate margins is even greater.

The impact of good talent

Having processes in place, whether that is a strong training regime or corporate development programme, will help ensure the future stability of your business and, in turn, lead to a higher valuation for your company. For outsourcing providers working in highly regulated industries, these processes are critical. Having a track record of successfully upskilling people is a far more scalable and cost-effective approach than a series of expensive hires. Investors in service providers will put a higher value on an agile company that can evolve whatever the regulatory environment.

In light of upcoming shifts in the regulatory space, such as GDPR, PSD2 and the Senior Managers Regime in the UK, which strengthens personal accountability and is soon to be extended across the financial services sector, businesses have an opportunity to think strategically about their approach to outsourcing compliance and the talent they require. Doing so is not simply risk mitigation; it is also a means to consolidate your market position and value.

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Marks & Spencer has announced it will be transferring more than half of its current IT workforce to Indian outsourcing and tech giant Tata Consultancy Services (TCS) as part of an agreement which sees the latter named M&S’ “principle technology partner”. Approximately 250 of M&S’s current 430 IT staff will now be employed by TCS, though will continue to work from the retailer’s Stockley Park, London offices, according to a company statement; meanwhile, a spokeswoman said that M&S is “not moving any additional services offshore as a result” of the deal.

The agreement means that M&S’ “core supplier services will transfer directly to TCS and the day-to-day relationship and project management of specialist suppliers will move under the control of TCS”, the retailer announced.

According to M&S CEO Steve Rowe, the company’s transformation of its technology team will save the company up to £30m annually by 2022 – making a significant contribution to Rowe’s five-year turnaround plans.

“Technology plays a huge role in this transformation – and having the right partners and model will enable us to be more agile, flexible and responsive,” he said. “Through our technology transformation program our business will be faster, simpler and more focused on achieving a seamless customer experience.”

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Proximus, Belgium’s largest telco, has selected Indian IT and outsourcing major Infosys to carry out a large-scale business transformation – named Excite - which among other things will see a reduction from Proximus’ current 40 legacy systems down to a mere six.

The “multi-year” deal (precise details were not available at press time) will also see Infosys deploying tools across a variety of finance and procurement activities, realigning business processes and remodelling Proximus’ portfolio of enterprise-level offerings.

Proximus CIO Geert Goethals enthused that the Excite project will “establish greater agility, collaboration, and bring in superior quality and efficiency in the way IT and business interacts”, adding that Excite will “transform the way we sell professional services to our enterprise clients”.

Meanwhile Infosys’ President and Head of Energy, Utilities, Telecommunications and Services said that his firm is “pleased to be a part of Proximus’ journey of becoming a digital services provider”, adding that today’s companies “need to continuously deliver more value and superior experiences to its customers, and the same applies to the telecommunications industry especially given the highly competitive nature of its business.”

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Customer Experience Pioneer TeleTech Announces Name Change to TTEC (pronounced T-tec), Launches New Brand in Europe

LONDON, 9th January 2018 -- TeleTech Holdings, Inc. (NASDAQ: TTEC) a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world’s most prestigious and innovative brands announced today that it has changed its name to TTEC (pronounced T-tec). With this new name, the company is affirming that it has successfully evolved to become an end-to-end strategic business partner in the design and delivery of world-class customer experience, engagement, growth, and digital trust and safety services.

TTEC Chairman and Chief Executive Officer Ken Tuchman explains, “Our clients are relying on us for transformative services that engage and strengthen their customer relationships day in and day out. Companies are seeking omnichannel customer experience solutions to acquire and retain customers that increase revenue, profitability, customer satisfaction and loyalty. After eight years of innovation and investment to build a holistic technology-enabled, data-rich customer engagement services platform, TTEC is uniquely positioned to respond to growing market demand.” Tuchman continues, “While we remain proud of the industry we pioneered and helped to build, we chose to part with our old name because it limited the perception and understanding of our full capabilities, potential and value.”

While the Company will still operate its four business segments, Customer Strategy Services (CSS), Customer Technology Services (CTS), Customer Growth Services (CGS) and Customer Management Services (CMS), TTEC is streamlining its go-to-market to make it easier for clients to understand how its capabilities integrate together. TTEC Digital is the company’s digital centre of excellence, blending strategic consulting services and cloud-based technology platforms to design and build innovative customer experiences, all powered by insights. TTEC Engage is the company’s global hub of operational excellence providing clients award-winning, turnkey customer acquisition, care, revenue growth, and digital trust and safety services. This brand launch follows the company’s expansion of operations in the EMEA region in late 2017.

“Business leaders across the globe are facing massive technological disruption in the race to modernise their approach to customer experience. Brands are seeking holistic solutions and they are investing in the strategic guidance, technology expertise and operational excellence they need to succeed,” explained Kyle Priest, TTEC’s Chief Strategy and Marketing Officer. “Through TTEC Digital, we are helping clients design and build a seamless customer experience platform. Through TTEC Engage, we are providing the people and processes, critical thinking and compassion needed to solve complex challenges and create opportunities at scale. With TTEC Digital plus TTEC Engage, we are delivering captivating experiences as brand ambassadors to our clients’ customers. We are providing the optimised digital services that yield bottom line savings, topline growth and improved customer retention, protection and affinity.”

To learn more about TTEC and the company’s new positioning visit www.ttec.com/emea.

About TTEC (pronounced T-tec):

TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world’s most innovative brands. The Company provides its outcome-based customer engagement solutions through TTEC Digital which designs and builds customer experience consulting and technology solutions and TTEC Engage which operates customer care, growth and trust and safety services. Founded in 1982, TTEC partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. The Company’s 49,500 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visit www.ttec.com/emea.

Significant growth over the past decade has meant the brands within The DDC Group have increased in number and variety. Much of 2017 was spent bringing together the images and personalities of each brand to better represent the global presence of The DDC Group. The New Year is the ideal time to launch this new image.

Jan Trevalyan, CEO of The DDC Group was a key driver behind this rebrand: “We have been delivering fantastic results across a variety of industries for decades now. This is the time that the expertise across our many successful entities should be recognised as one cohesive outsourcing platform.”

The grey of DDC OS (UK, USA and EUR) represents the professional and efficient nature of these brands. The blues of DDC Analytic Solutions, Charity Solutions, Digital Solutions, Multilingual Solutions, KPO Solutions and FPO Solutions, recognise the innovative nature of these more recent entities; Whilst the stand out and traditional red of The DDC Group represents its position as the umbrella, lending direction and a constant between us all.

Look out for many projects and announcements coming during 2018; It promises to be another exciting year for all involved, and another stepping stone for the future success of The DDC Group.

To find out more about The DDC Group take a look at their new website www.theddcgroup.com

ABOUT THE DDC GROUP

The DDC Group is a successful global group of companies recognized within our industry as a leading business process outsourcer. We are passionate about customer service and delivering innovative outsourced solutions that reduce costs and drive efficiencies.

We do this by optimising our unique combination of onshore, nearshore and offshore locations, which are driven by our people and advanced technology. DDC prides itself on its highly qualified, carefully trained team with decades of experience specific to the industries that it serves. Our unique approach is fostered by a passion for what we do, promoting from within; many of our team members have been with us for over 20 years.

Our people are proud to be a part of the DDC family and are actively engaged and motivated to make a difference to the company and to our clients.

Accedia has been one of the fastest growing companies in Bulgaria since its establishment 5 years ago and recently made it to the prominent Deloitte’s Technology Fast 50 ranking. Being one of the technology providers with record-breaking growth rates - 495 % over four years, is a clear evidence for being on the right track to becoming a truly global company. The region’s outstanding reputation for quality outsourcing however is not the single advantage the company leadership counts on.

For the past two years the company has achieved a staggering twofold increase in team size, reaching over 120 people to date. Success is based on ongoing and transparent communication, in combination with sustainable professional and personal development. A remarkably successful initiative which encourages that is Accedia Innovation Development Center, now in its second season. IDC supports the realization of project ideas, generated and owned by the team members, into viable software products. This approach not only boosts the technology expertise with cutting-edge cloud, IoT and machine learning tools. Inciting people to run independent projects and team up is also a way to develop their entrepreneurial and critical thinking skills, much appreciated by clients from different industry backgrounds.

Such talent development opportunities and strong links to the company culture result in more than 90% of the employees granting highest possible satisfaction mark according to the benchmark survey run by ComputerWorld & JobTiger. It is the base for the annual Top ICT Employer award which was deserved by Accedia for a second time, together with the winner’s mark in the Software Development category. The regular advancements with regards to employee engagement also brought the extraordinary Silver Employer of the Year award in the Stevie Awards for Great Employers. This international stamp rewarded Accedia amongst computer software SMEs from USA and Canada, with a great many positive remarks on being the only Bulgarian company among the best in the competition.

Continuously setting the transparent, collaborative and value maximizing approach as a best practice has resulted in Accedia being named the Outsourcing SME of the Year 2017 by the Global Sourcing Association. This recognition supports the dedication to excel in technology, outsourcing expertise and market specifics when working with clients from different geographies. As part of this strategy, Accedia partners with organizations like GSA to carry out awareness events and networking initiatives on key areas of the successful outsourcing relationship.

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If you’d like to get in touch with Accedia, you can use one of the following options:

T:+359 (2) 444 20 03

E: office@accedia.com

BRISTOL, November 2nd, 2017 – Teleperformance, the global leader in outsourced omnichannel customer experience management, is delighted to announce that Teleperformance UK has been awarded a new contract for NHS Blood and Transplant.

Through delivery of a national contact centre service it will continue to support donors seeking information on blood donation or joining the organ donation register. The team supports the end-to-end customer service journey of donors, from registration, appointment booking, general information or guidance and post donation questions or support.

The new agreement is for an initial period of five years, with the ability to extend by a further two. The contract commences March 2018. The service will be delivered from within the existing Teleperformance locations in Bangor and Newry (Northern Ireland) supported by Bristol (England).

Teleperformance has a long history of working in partnership with government and has been working with NHSBT since 1998. During that time the partnership has grown from answering inbound queries to a full omni-channel solution.

Teleperformance in the UK has been partnering with Central Government clients for over 20 years. The public sector represents a large, and very successful part, of Teleperformance UK’s growing business. The new contract with NHS Blood & Transplant will mean over 100 jobs are safeguarded for Teleperformance employees based in Northern Ireland.

Ryan Creighton (Head of Donor Services, NHSBT) said: "The National Contact Centre is a front line service that is critical for NHS Blood and Transplant to help deliver on our mission to help save and improve lives. The experience we provide to our donors is essential to ensure we can maintain our operations and build positive relationships. The staff at Teleperformance truly go above and beyond every day in this pursuit. I’m extremely pleased we have been able to extend our partnership for another 5 years.”

Rachel Robinson, Executive Vice President for Public Sector Services at Teleperformance said: “We have a long established and very successful partnership of over 18 years with NHS Blood & Transplant. I am therefore absolutely delighted we have secured another contract with them. We have a fantastic, committed team who work tirelessly to deliver great customer service to donors on a daily basis. We look forward to building on the important partnership we have with NHS Blood & Transplant to continue to grow, transform and deliver excellence to donors for this critical service.”

Matt Sims, Chief Executive Officer, Teleperformance UK and South Africa said: “The retention of this long term partner is a testament to the success of the Teleperformance UK team. It recognises how Teleperformance UK continues to evolve and drive innovation in an increasingly complex customer service environment. Coupled with the rigour and governance that underpins all our work, I look forward to supporting UK public sector services for many more years to come.”

ABOUT TELEPERFORMANCE

Teleperformance (RCF - ISIN: FR0000051807 - Reuters: ROCH.PA – Bloomberg: RCF FP), the worldwide leader in outsourced omnichannel customer experience management, serves companies and administrations around the world, with customer care, technical support, customer acquisition (Core Services), as well as with online interpreting solutions, visa application management services, data analysis and debt collection programs (Specialized Services). In 2016, Teleperformance reported consolidated revenue of €3,649 million (US$4,050 million, based on €1 = $1.11).

The Group operates 163,000 computerized workstations, with 217,000 employees across 340 contact centers in 74 countries and serving 160 markets. It manages programs in 265 languages and dialects on behalf of major international companies operating in a wide variety of industries.

Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: STOXX 600, SBF 120, Next 150, CAC Mid 60 and CAC Support Services. They also have been included in the Euronext Vigeo Eurozone 120 index since December 2015, with regard to the Group’s performance in corporate responsibility.

For more information: www.teleperformance.com

Follow us: @teleperformance

TeleTech (NASDAQ: TTEC), a leading global provider of customer experience, engagement and growth solutions delivered through its proprietary end-to-end HumanifyTM Customer Engagement as a Service offering, today announces it is expanding its EMEA operation with the hiring of key executives to focus on the United Kingdom and Europe.

The new appointments demonstrate TeleTech’s commitment to growing in the European region. The company is poised to disrupt the Customer Experience (CX) industry with the promotion of their Humanify Customer Engagement as a Service offering which brings together smart people, proven processes, and best-in-class technologies to deliver engaging customer experiences - within and across channels all the time.

Iain Banks, VP, Client Partner for EMEA at TeleTech, commented; “We are seeing an increasing global and local demand for CX, Business Process Outsourcing (BPO) and consultancy services in the UK and across Europe. Our global footprint, a strong executive EMEA team and sustained client growth will enable TeleTech to significantly expand our UK and European offering.”

TeleTech’s Belfast contact centre is a shining example. Established in 2001, the 800+ seat facility has a loyal workforce, strong multilingual skills, and experience across multiple industries and programs. With one of the youngest populations in Europe, nearly 55% of the population being under the age of 40, its location also provides access to a staffing pool of nearly 68.4% of the overall population*.

In partnership with Invest NI, the regional business development agency, TeleTech has been contributing to the growth of the local economy. Northern Ireland is experiencing strong economic growth with unemployment at its lowest levels. Belfast, recently named as the world’s 8th fastest growing retail city, is known for its competitive business environment and highly educated and multi-lingual workforce.

Alastair Hamilton, Chief Executive of Invest Northern Ireland, who recently announced plans for 40,000 new jobs by 2021, said; “Our role is to provide support to businesses to help them grow, stimulating investment in our economy. We are delighted to have seen TeleTech expand and create many new job opportunities. Belfast has a lot to offer and the company’s achievements in setting new standards for customer experience, is something we are proud to be part of.”

For more information on TeleTech operations in EMEA please visit: www.teletech.com/emea

ABOUT TELETECH

TeleTech (NASDAQ: TTEC) is a leading global provider of customer experience, engagement and growth solutions delivered through its proprietary end-to-end HumanifyTM Customer Engagement as a Service offering. Founded in 1982, the Company helps its clients acquire, retain and grow profitable customer relationships. Using customer-centric strategy, technology, processes and operations, TeleTech partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. TeleTech’s 48,000 employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TeleTech is bringing humanity to the customer experience, visit TeleTech.com/emea.

* Source: https://www.nisra.gov.uk/news/labour-market-report-october-2017

In between Europe and The Americas, Portugal stands to capture the new wave of tech innovation investments. After being hard hit by the 2008's global financial crisis, the country is showing promising growth signs. At the forefront of the recovery is the Portuguese IT industry, which is gathering the attention of tech companies, multinationals and VC firms.

Portugal is in the same time zone as London, with world-class telecommunications infrastructure and a high-quality education system that makes it 15th out of 72 countries in English proficiency, this sunny country has opportunities until recently left undiscovered by tech firms. Its mature legal and fiscal environment, government incentives to investment, and political stability, among the other characteristics presented above, led Gartner to place it in 5th best country for captive or outsourced IT and business process services in 2015.

Culture is another reason why the country has been gathering such buzz, besides the well-known climate and cuisine, Portugal has a high educational quality with several thousand new IT graduates entering the job market a year with western standards of performance. Indeed, one of the major worries of companies experimenting with outsourcing is the level of culture compatibility between the head office and the team overseas; a challenge that is greatly diminished by the similar business culture between Portugal and the rest of the Western world.

To get ahead, companies need to cut costs while still being able to improve the quality of their end product. This was the conundrum of the 20th century, however, with globalization and the disruption of international markets due to technological innovation, the 21st century's answer to it has but one name: nearshore - the establishment of a dedicated team of developers in a foreign country. Portugal's labour costs are about 50% of the EU average and there are several government financial and tax incentives should you decide to set up a business here; which is also increasingly easy to do so due to bureaucratic reforms in recent years, you can now create a business in 2.5 days (4th fastest country in the world).

Lisbon, Portugal's crown jewel, is increasingly talked about as one of Europe's leading innovation hubs. The capital was the first one to be awarded with the European Entrepreneurial Region of the Year in 2015 by the EU's Committee of Regions and is rated by an Allianz 2016 study as the 5th best performing startup community in Europe. Adding to it, the city also boasts a high quality of life, low cost of living and is listed as one of Europe's safest cities.

At Lisbon Nearshore, we are keen to provide the very best nearshore and staffing services to help your business reach its goals. We are proud to have in our ranks some of the best developers around, a talent which has been recognized by our clients. To work with us is akin to have an extension of your in-house team, a perfect combination of onshore and nearshore teams, but less costly and more flexible. An authentic connection, in the same time zone, you can expect a pragmatic, iterative agile approach to your projects without experiencing global time zone or cultural challenges, with high quality outcomes. Our Nearshore team will be dedicated to your Project for an agreed timeframe alongside your specific requirements, and can be blended to include Technical Coordination, Solution Architecture and Project Management. We provide world-class development capabilities that can be employed at half (or lower) of central Europe costs, high level of English proficiency, modern telecommunications infrastructure, tax incentives and a favorable business environment.