Tata plans first all-female outsourcing center in Saudi Arabia

25-Sep-2013

Indian outsourcer Tata Consultancy Services (TCS) is breaking new ground with the opening of the world's first business processing outsourcing center staffed entirely by women in male-dominated Saudi Arabia.

Tata has unveiled plans for its "all-female services center" in the Saudi capital, Riyadh as part of a plan to access a largely untapped pool of workers in the segregated Middle Eastern nation. The center, to run as a joint venture with US manufacturer General Electric, will initially employ some 400 women, with plans to expand to 3000.

Conservative culture and strict rules on separation of the sexes limit female employment in Saudi Arabia. Most banks and some factories have women-only sections, but exclusively female operations are rare. "This is the first time to our understanding that anyone has done this, because this (Saudi Arabia) is a unique market," TCS CEO Natarajan Chandrasekaran said. "In India, there has been huge opportunity for our industry to liberate underused talent and, while Saudi isn't on the same scale, there is still a big opportunity to help people, especially women, find good professional jobs," he said.


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15-Jul-2014

Australia Post has lodged plans for a mixed-use development with 501 dwellings to replace its Rosslyn Street contact centre in West Melbourne.

Australia Post announced in February its plans to move staff from the centre into office space on levels 21 to 26 of 180 Lonsdale Street in the Melbourne CBD. Instead of immediately selling the Rosslyn Street property, it has designed a village of five large buildings to cover the 9200-square-metre site.

The proposal includes five apartment towers between six and 19 storeys tall with 11 retail spaces and 396 car spaces. An Australia Post spokeswoman said the site would be sold after contact centre staff moved to Lonsdale Street. "We are looking to maximise the value of the Rosslyn Street site, with a view to offering it to the market in the near future," she said.

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02-Jul-2014

The Fukushima branch of a Japanese suicide-prevention contact centre service is seeing a steady increase in calls from people still traumatised by the 2011 tsunami and resulting nuclear crisis in the region.

The centre received a record 18,194 calls in 2013 and counselors say consultations related to the disaster still stand out from the other issues. In 2011, the hotline handled fewer calls than the preceding year (13,677 versus 16,649), but this was only because the telephone network had been damaged by the offshore quake.

Counselors said the most recent topics range from arguments between spouses over whether to leave Fukushima because of the radiation, to the way fathers feel estranged from their families after being forced to move out of the house to find work. The Fukushima contact centre was set up in 1997. More than 100 volunteers with two years of counseling training take turns on the phones.

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16-Jul-2014

SYDNEY, July 16, 2014 – As further evidence that customer complaints can't be kept quiet in the digital age, new research from NewVoiceMedia, a leading provider of cloud contact centre technology, reveals that 32 percent of Australian consumers take their revenge online following inadequate customer service; spreading the complaint across their network and beyond.

Thanks to social media, internet forums and review channels, the modern consumer has a convenient public platform at their fingertips and will spread negative sentiment about a business without thinking twice. The survey of 2,004 adults from Australia showed that the figure soared to 53 percent among 16-24 year-olds – clearly demonstrating the generational importance of a channel that's likely to explode in relevance as Gen Y consumers' spending power increases.

While 89% of those surveyed stated that traditional forms of communication such as email and phone were their preferred means of complaining for a fast response, a quarter (25%) of Gen Y believe social media is the most effective means of issue resolution – five times that of the over 55s.

Facebook was voted the nation's favourite social network for interacting with businesses. One respondent explained, "The company will realise the public is watching that mistake and try to improve it". Another commented, "Naming and shaming can be the fastest way of getting a response".

However, the significance consumers place on excellent service presents opportunities as well as threats, as organisations can boost their business by getting it right, even turning complainants into advocates by prioritising the service they receive through other channels. NewVoiceMedia offers social media routing through its cloud contact centre solution ContactWorld which integrates with salesforce.com and enables agents to identify callers with specific social media data before their call is answered, and prioritise accordingly.

While AUD$8 billion is lost by businesses in Australia each year as customers switch following poor experiences, 77 percent of respondents said that good service had a considerable influence on their loyalty. 76 percent would recommend the company to others, half (51%) would use the business more frequently and 35 percent are prepared to spend more money with them.

Jonathan Gale, CEO at NewVoiceMedia, who commissioned the research, comments, "Not long ago, customers would tell friends and family if they were dissatisfied with service they'd received. While this is damaging to a brand, it's not nearly as powerful and immediate as customers who take their complaints online; particularly as consumers are increasingly turning online to read about others' experiences before choosing a product or supplier. Over the next few years we expect to see these statistics soar as the younger generation matures.

"Customers want personalised and engaging experiences every time, through every channel. Great customer experience is the critical differentiator and by doing it well, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful."

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20-May-2013

Dr Catriona Wallace defines Customer Experience Strategy.



 

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