Tata plans first all-female outsourcing center in Saudi Arabia


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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The Australian Taxation Office deputy commissioner John Dardo says he's confident the department's voice biometrics technology provides efficiency without compromising security.

The ATO deployed Nuance's Vocal-Password in August last year and FreeSpeech in April this year, and Dardo told The Australian the technology was delivering better customer experience and faster resolutions for callers. "No one wants to be on a call to an agent longer than they need to, but we also need to ensure that for people who call us regularly, convenience and ease of access are effectively balanced with our mutual need for security," he said.

The ATO's technology analyses more than 100 unique voice characteristics while the customer speaks, and compares them with the relevant stored voiceprint. "Every person's voice is unique in the same way their fingerprints or irises are unique," said Nuance's Weideman. "Our system can detect patterns outside the frequency of the human ear."

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Chinese ICT service provider DYXnet has won the latest Customer Relations Excellence Awards organised by the Asia Pacific Customer Service Consortium.

DYXnet Customer Care Director Samuel Chan, was also named CRM Manager of the Year in the Network Communications Category. "Over the past few years, DYXnet has been investing several million Hong Kong dollars in enhancing our Customer Service Centre (CSC)," said DYXnet's Wallace Ng.

"We are honored to have Samuel Chan, our key member of the CSC team, recognised as the winner of CRM Manager of the Year 2014 by the APCSC," said Ng. "We believe the CRE Award would be a great encouragement and recognition to him and to the whole team. We will keep on the motive in the future by continuing our service with the highest standards so as to create more value for our enterprise clients."

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Vendor's latest release to help global sales teams boost success sevenfold and increase productivity by 25 percent

NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that it has introduced major new product features to its ContactWorld for Sales solution which will dramatically improve the performance and success of sales organisations worldwide.

With the latest edition of ContactWorld for Sales, time-consuming processes are automated, helping businesses stay ahead of the competition and increase productivity by 25 percent. Recently ranked the world's 11th top cloud technology startup, NewVoiceMedia is committed to investing in the development of its suite of true cloud solutions to continue offering customers the best possible technology within a single Salesforce desktop and provide excellent support globally. The company is extremely agile in its development, creating updates every week, and this quarter saw the introduction of several significant new features for ContactWorld for Sales:

  • According to Harvard Business Review, sales reps that respond to leads within an hour are seven times more likely to have meaningful conversations with key decision makers than firms that try to contact prospects even an hour later. Yet only 37 percent of companies do so, with an average response time of 42 hours. With the latest version of ContactWorld, Salesforce reports can be easily turned into dial lists which now automatically refresh to push the hottest leads to the top – helping businesses stay ahead of the competition by enabling them to respond quickly.
  • Research NewVoiceMedia released in March, showed that only 39 percent of prospects would answer a call from a withheld number, yet two-thirds (65%) would answer a call with a local code. ContactWorld's dialler now automatically changes the CLID (Calling Line Identification) displayed based on what is known about the customer, helping businesses boost success by 67 percent.
  • NewVoiceMedia has also introduced a voicemail feature to ContactWorld which enables callers to automatically leave a message and move on to the next prospect. With inside sales reps spending an average of four hours on the phone every day and 97 percent of business calls going to voicemail according to sales strategist Jill Konrath, this represents a time saving of over an hour a day¹, or 75 hours each week when an entire inside sales team takes advantage of the feature² (based on an average team of 12 reps). This enables reps to make extra calls and have more time to focus on the most valuable and interesting parts of their job.

This announcement closely follows the launch of Motivate, NewVoiceMedia's gamification module. Using the combined power and intelligence of ContactWorld for Sales and Motivate, together with the single platform of Salesforce, organisations can transform everyday tasks into rewarding activities that will help increase engagement and encourage reps to develop a habit of best practice processes. In turn this results in a measurable improvement in business efficiency, especially through improved user CRM adoption and more opportunities created.

NewVoiceMedia also announced its partnership with predictive analytics firm Fliptop in May, which enables sales organisations to score leads and opportunities within a company's pipeline based on over 5,000 individual internal and external data points.

This new release will help companies address issues highlighted by NewVoiceMedia's research, which revealed that sales teams are failing to use data-driven insights and personalisation to close deals. 86 percent of prospects claim that just five minutes of preparation prior to sales calls boosts success, yet more than half of calls are poorly researched. With the latest features from ContactWorld for Sales, reps will have more time to research leads, and alongside Fliptop, the focus they need to make every conversation personalised and relevant to the prospect.

Bethany Ayers, SVP Strategy at NewVoiceMedia, comments, "We pride ourselves on the hard work and innovation it has taken to create our market-leading technology which is delivered as a true cloud service over the Internet. Cloud computing and agile development methods are at the very core of our business ethos and these major enhancements to ContactWorld for Sales reflect our relentless dedication to making our cloud capabilities best-in-class and enabling our customers to drive a more effective sales team".

For further information, visit www.newvoicemedia.com

¹Based on sales 2.0 best practice of four hours of call time and 50 calls per day, 97% of all business calls go to voicemail – saving of 1.5 minutes to leave a voicemail for each call = 73.5 minute daily saving per rep

² Based on The Bridge Group’s 2009 Inside Sales Report, which states that the average inside sales team is 12 reps

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Dr Catriona Wallace defines Customer Experience Strategy.


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