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.
Queensland contact centre agents who thought they were representing a reputable investment company have discovered they were actually a front for a bikie-run scam.
Police last week arrested 33-year-old man they allege is a member of the Black Ulhans bikie gang, over a fake investment scheme. They say the contact centre agents inadvertently helped steal $1.4 million from small investors.
The two men allegedly helped clone the website of a real WA investment company and operate an outbound contact centre that encouraged people to invest their superannuation savings in their fake company. "The template for these things is that the people involved in the telemarketing or the cold call centres don't have an idea of the ultimate gain," Detective Inspector Phillip Stevens said.
German BPO specialist arvato has expanded its operations in the Philippines with the opening of a new contact center in Metro Clarke north of Manila.
The new site is part of arvato's strategy growth plans which aim to double its workforce in the region over the next three years. "This expansion will provide more capacity to service our existing client base and a strong platform for growth as the Philippines continues to emerge as a major outsourcing destination," the company said.
The Clark operation will initially provide multi-channel English-speaking customer service support for the North American region. It forms part of arvato's global CRM delivery network of nearly 100 sites across 21 countries.
London; United Kingdom, February 27th, 2014 – Altitude Software, a leader in unified customer interaction solutions, today announced that We Fight Any Claim has registered more business flexibility and significant productivity increases using Altitude uCI solution.
We Fight Any Claim is a Claims Management Company based in Cwmbran, South Wales, specializing in claiming back Payment Protection Insurance (PPI) on behalf of customers all over the UK. We Fight Any Claim have reclaimed over £94 million in compensation for thousands of customers since 2010.
We Fight Any Claim's business is subject to constantly changing legislation and regulations. It needs to have the ability to adapt quickly, so that daily contact center operations involving around 300 agents can run without major disruptions. "The contact center is the absolute heartbeat of the business and its where our business thrives or dies, so it's essential that everything we use in the contact center works well, is reliable and flexible to change and adapt to our needs" states Simon Evans, Communications Manager at We Fight Any Claim.Major increase in campaign success rates in a few months
Altitude uCI solution enables the company to swiftly adapt to change, customizing the technology platform to react to market changes on a day to day basis. The team can easily develop campaigns, scripts, integrations or customizations and, by having the solution completely adapted to their business model, We Fight Any Claim has experienced a 625% increase in campaign success rates in a 9 month period. "Our contact center has given us absolute flexibility to react to changes within the industry, and because we are using this technology we are much quicker to react to changes. This helps us keep ahead of the game" claims Richard Thomas, Senior Project Manager at We Fight Any Claim.
We Fight Any Claim is an example of adaptability as it continues to respond to market demands by adapting and changing the business model as needed. As the business evolved one thing has remained the same and that is the solution used to power the contact centre. "We Fight Any Claim is the perfect example of how flexible our solution is. The endless adaptability of the tool to the many different scenarios that the company has had to deal with has been crucial to the success of the company. It's great to see the solution leveraging the potential of the business." states Adrian Wright, Sales Director, Altitude Software UK.