Industry news

Teleperformance USA has announced that it will be expanding its 1,000 man facility in Killeen, Texas with an additional 400 new roles.

The facility already caters to several major global clients. It has been reported that one of Teleperformance’s largest clients specifically chose the Killeen site to support its business expansion, hence why the new jobs have been created.

Miranda Collard, president of operational delivery for Teleperformance USA, commented: “Killeen has been a wonderful home to Teleperformance and we are excited to grow our presence here.

“The area has a terrific pool of hardworking, educated people who bring passion to our business. Our clients recognize the wealth of talent in this area and look forward to growing with us in this community.”

For weekly news updates, subscribe to our email newsletter.

Related: Teleperformance Generates 300 Jobs in Gateshead

Bangalore-based IT services company Mphasis has seen profits decline over the past year, and expects this to continue as its parent company and client HP plans to cut around $2 billion in costs from its enterprise services business.

The Indian Economic Times has reported that, despite owning just over 60 per cent of Mphasis, HP has no plans to offer further financial support to the software services company. However, Mphasis chief executive Ganesh Ayyar insists that his organisation will not be stepping back from the BPO arena.

"The HP decline is a very bitter pill that we have to swallow and we continue to explore newer ways of attempting to arrest the decline… Over the last 12 months, things have looked up in our international BPO business and we've also won a few orders there, in fact, BPO is a big focus area for us this year.”

For weekly news updates, subscribe to our email newsletter.

Related: Sale of Serco India Falters, “Price too High” Private Equity Firms Say

Serco Group has appointed ex-Centrica chief executive Sir Roy Gardner to replace Alistair Lyons as its chairman.

Alistair Lyons quit the post last November due to the part he played in “strategic and operational missteps”, volunteering to leave as soon as his replacement was found.

Gardner’s past roles include chief executive of Centrica, chairman of Manchester United football club (which he subsequently sold to the controversial Glazer family), chairman of Plymouth Argyle football club and chairman of Compass, the contract catering and support services company.

Serco chief executive Rupert Soames believes that Gardner’s “broad experience” will prove to be extremely valuable. Serco is in the process of turning its prospects around after a disastrous 2014, a process which involves selling off its BPO portfolio in order to focus on public services.

For weekly news updates, subscribe to our email newsletter.

Related: Serco is “Trading in Line with Expectations”

Despite the total value of UK outsourcing deals signed in the first quarter of 2015 dropping year-on-year, the value of outsourcing contracts in the local government sector reached a five-quarter high at the end of March 2015, according to analysis conducted by arvato and NelsonHall.

arvato also reported that new deals signed with the public sector totalled £350 million in Q1 2015, meaning that the public sector accounted for 65 per cent of total contracts agreed in the UK.

It is likely that private sector outsourcing slowed at the beginning of 2015 due to uncertainty surrounding the general election. Kerry Hallard, CEO of the National Outsourcing Association, has since suggested that the UK will see a “plethora of new outsourcing deals in the coming months” now that a stable Conservative government has been confirmed.

You can find the full UK Outsourcing Index on arvato’s website.

For weekly news updates, subscribe to our email newsletter.

Related: HR Outsourcing isn’t just Growing. It’s Evolving.

The NOA’s Professional Awards took place 21st May at the Emirates Stadium, home of Arsenal FC. The glittering evening was a celebration of the individuals and teams that add significant value to their companies, their partners and the global outsourcing industry.

Kerry Hallard, CEO at the National Outsourcing Association (NOA) said:

“Now in its third year the NOA’s Professional Awards bought together 200 members of the outsourcing industry. It was an outstanding event highlighting the best in outsourcing. I was delighted to see the variety of organisations represented, how well they networked and their willingness to share learning and experience. The Awards showed the immense depth and range of talent and capability in the outsourcing industry. Thank you again to our sponsors: Capgemini, Capita and Sykes.”

The winners were as follows:

———————————————————————————-

Rising Star of the Year

Bryan McGovern, Head of MI & Dialler Support Services Private Sector, Serco Global Services

Manager of the Year

Gavin Cox, Head of Operations/Operations Manager, Serco Global Services

Advisor of the Year

Paul Silver, Senior Associate, CMS

Strategic Leader of the Year

Rosaleen Blair, CEO and Founder, Alexander Mann Solutions

Award for Professional Development (Individuals)

Alison Haigh, Head of Procurement, UKAR

Award for Excellence in Supplier Management

NHS Blood and Transplant

Award for Excellence in IT Delivery

Cognizant

Award for Excellence in FAO

Tata Consultancy Services and National Grid

Award for Excellence in Outsourced Customer Service

Teleperformance and E.ON

Award for Excellence in BPO

Xchanging and Federal-Mogul

Best Offshore Team

Serco Offshore Mortgage Services Team

Best Shared Services Team

CGI

Skills Development Programme of the Year (Corporate)

Capita’s Regulatory Solutions, Active Manager Programme

For weekly news updates, subscribe to our email newsletter.

The Driver and Vehicle Standards Agency (DVSA) has awarded Capita their end user computing tower contract. The three year contract is valued at £6.6 million. Capita will be installing and maintaining the new devices as well as providing the core software which underpins the entire strategy. The DVSA and the Driving Standards Agency (DSA) are planning on merging their end user computing requirements into a joint tower model. Their full tower model includes SIAM, applications, end user computing, hosting, networking and communications.

The NOA’s Professional Awards took place last night (21st May) at the Emirates Stadium, Home of Arsenal FC. The glittering evening was a celebration of the individuals and teams that add significant value to their companies, their partners and the global outsourcing industry.

Kerry Hallard, CEO at the National Outsourcing Association (NOA) said:

“Now in its third year the NOA’s Professional Awards bought together 200 members of the outsourcing industry. It was an outstanding event highlighting the best in outsourcing. I was delighted to see the variety of organisations represented and how well they networked and their willingness to share learning and experience. The Awards showed the immense depth and range of talent and capability in the outsourcing industry. Thank you again to our sponsors: Capgemini, Capita and Sykes.”

The winners is as follows:

-------------------------------------------------------

Rising Star of the Year

Bryan McGovern, Head of MI & Dialler Support Services Private Sector, Serco Global Services

Manager of the Year

Gavin Cox, Head of Operations/Operations Manager, Serco Global Services

Advisor of the Year

Paul Silver, Senior Associate, CMS

Strategic Leader of the Year

Rosaleen Blair, CEO and Founder, Alexander Mann Solutions

Award for Professional Development (Individuals)

Alison Haigh, Head of Procurement, UKAR

Award for Excellence in Supplier Management

NHS Blood and Transplant

Award for Excellence in IT Delivery

Cognizant

Award for Excellence in FAO

Tata Consultancy Services and National Grid

Award for Excellence in Outsourced Customer Service

Teleperformance and E.ON

Award for Excellence in BPO

Xchanging and Federal-Mogul

Best Offshore Team

Serco Offshore Mortgage Services Team

Best Shared Services Team

CGI

Skills Development Programme of the Year (Corporate)

Capita’s Regulatory Solutions, Active Manager Programme

The Indian Economic Times (ET) has reported that the sale of Serco India BPO has hit a “stumbling block”, with private equity firms involved in the bidding process dropping out due to the price being too high.

However, sources close to the ET have suggested that Blackstone Group, a frontrunner in the race to buy Serco India for months now, is still interested in acquiring the company.

Serco India was put up for sale late last year along with the rest of Serco’s BPO portfolio, in order to help fill a £1.5 billion hole in the Group’s balance sheet.

For weekly news updates, subscribe to our email newsletter.

Related: CVC Bids for $400 Million Serco India, with a Final Decision Imminent

When addressing the South Carolina Freedom Summit, Donald Trump made bold claims that he would impose a 35 per cent tariff on multinational corporations that look to outsource offshore, in order to prevent American business going to China and elsewhere.

These claims come as a surprise considering Trump’s extensive business background. It is likely that Trump is trying to garner support after Obama’s unpopular decision to push through the Trans-Pacific Partnership trade deal with Asia.

Trump told his audience: “China is ripping us off and abusing us because we have leaders that don’t know what they’re doing, and the new trade pact is a disaster because they don’t talk about currency manipulation.”

For weekly news updates, subscribe to our email newsletter.

Related: Government Outsources Britain’s Armed Nuclear Police to Capita

Amid an internal IT system revamp, Capita has taken the opportunity to roll out a “mobile-first” game-based reward and recognition system among its staff which went live at the start of April 2015.

The system is a cross between an in-house social network and a points-based voluntary benefits platform, where employees are able to acknowledge the good work of their colleagues.

According to Alex Tullet, head of benefits strategy at Capita’s Employee Benefits Group, the system is “changing the way [they] interface with employees… creating a more vibrant brand.”

For weekly news updates, subscribe to our email newsletter.

Related: Government Outsources Britain’s Armed Nuclear Police to Capita