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.
Sydney-based Asia Pacific Digital (APD) has agreed to acquire Singaporean digital agency @ccomplice.
APD, which describes itself as a provider of CRM, strategy, technology and performance marketing and CRM to more than 2,000 clients, says the acquisition will give it an improved on-the-ground presence in Singapore, serving local Singaporean clients and regional multinationals.
Formed in 2010, @ccomplice has worked with some of the biggest brands in Asia: Panasonic, Toyota, Lexus, Suzuki, Singpost, DBS and Standard Chartered. APD already employs digital professionals in Sydney, Melbourne, Auckland, Shanghai, Hong Kong, Kuala Lumpur and at its technology hub in Manila.
Indian outsourcer Firstsource Solutions has launched another contact centre in the United States as it makes significant progress in acquiring more clients in North American healthcare sector.
Its new centre in Eugene, Oregon will hire about 250 people, with some analysts expecting the company to increase its staff to 450 in the months to come. Mumbai-based Firstsource added 300 employees to its Colorado Spring, Colorado centre in November.
The Eugene centre is the company's third in the US, with the other site located in Louisville, Kentucky. Firstsource will serve a healthcare client from the new center in Eugene, providing customer care service via web chat.
NewVoiceMedia, a leading global provider of omni-channel cloud customer contact technology, today announced that JustGiving, the world's social platform for giving, has achieved 95 percent customer satisfaction¹ internationally through deployment of its ContactWorld technology.
NewVoiceMedia's ContactWorld for Service solution, built on the Salesforce1 Platform, has enabled JustGiving to offer customers in more than 160 countries a fast and personalised response. With emphasis on 'the human touch, JustGiving ensures customers benefit from the same unique experience when they call as they do when they're online – no matter what their location. And with a new team in Sydney and ongoing expansion in the Asia-Pacific region, the solution, which can be scaled at any time in response to customer demand, has helped the company to grow its services internationally.
JustGiving is benefiting from state-of-the-art functionality and the ability to easily manage different languages and multiple time zones. Real-time dashboards and extensive reporting enable the business to forecast peaks throughout the year, and visibility into call volume, duration and success rates help advisors reduce call queues and abandon rates around the world, which is vital in ensuring customers receive a consistently outstanding service. Moreover, as ContactWorld for Service is based in the cloud, the company can be much more responsive and flexible to changes in demand, since all agents need is a phone and internet connection, enabling them to work anywhere at any time. New advisors can be added immediately, helping JustGiving manage variations in contact volume.
ContactWorld has also played a key role in employee satisfaction due to its seamless integration with Salesforce and features such as ‘whispers' to announce call information, 'popped' customer details and one-click calling functionality. Managers can also change IVR menus easily and as often as necessary, meaning new messages can be created instantly around emergency appeals. JustGiving also benefits from easy call recording, which gives a meaningful insight into performance and helps the company train and develop its advisors.
Huu Anh Chu, head of customer experience at JustGiving, comments, "We wanted a feature-rich solution that integrated with Salesforce's platform and would enable us to scale rapidly internationally. Thanks to ContactWorld, we have significantly improved our customer experience, and as we have effectively outsourced a lot of the technical support that our old system required to NewVoiceMedia, we can concentrate on what we do best – helping people raise more money for the great causes they care about".
Jonathan Gale, CEO of NewVoiceMedia, adds, "We are extremely pleased to have helped JustGiving deliver excellent service to thousands of worthwhile charities and the fundraisers supporting them. As JustGiving operates in more than 160 countries, a true cloud solution is ideal for delivery of an integrated and consistent level of service. ContactWorld is also scalable as the business grows, without the headache of integration, upgrades and maintenance. The company has more control over its customer experience than ever before and we're delighted that it has transformed its service while increasing agent satisfaction".
JustGiving launched in 2001 and has enabled over 22 million people to raise $3.3 billion for thousands of charities and causes in radically new ways. Through online and mobile, the company brings the best that technology has to offer to charities worldwide, meaning more charities recommend JustGiving than any other online fundraising platform.