Malaysia Airlines selects TCS for IT Outsourcing Program

Malaysia Airlines has selected Tata Consultancy Services (TCS), India’s largest software vendor, for their IT outsourcing program. The airline aims to improve internal customer experience by transforming its IT operations. Faridal Abdul Rahman, Chief Information Officer of Malaysia Airlines said, “This is in line, with BTP2 to align the role of IT to the airlines P&L. One of the key initiatives includes fine-tuning our IT outsourcing strategy to deliver…more

Quatrro BPO Receives $13 Million for Venture Funding

Walden International, Olympus Capital, and other investors have pump primed Quatrro BPO Solutions, which employs 3,000 people and has established its presence in India, China, Sri Lanka, and the United States in anticipation of a growth spurt in the Business Process Outsourcing industry worldwide…more

TSYS Handles Payment Processing for Japanese Internet Bank

Japanese internet bank SBI Sumishin Net Bank (SSNB) announced it has entered into an agreement with Business Process Outsourcing provider Total System Services International (TSYS) to be implemented later this month. Under the agreement, TSYS will handle payment processing for…more

Philippines’ ‘Next Wave’ Cities Announced

As the Philippines’ Business Process Outsourcing industry matures and looks to new locations to bring into the surging industry, this year’s Top 10 “Next Wave” Cities for outsourcing companies, compiled by the Commission on ICT, Business Processing Association of the Philippines (BPAP) and the Department of Trade…more

Study Declares Singapore’s Work Model as ‘Flawed’

Regus, a global provider of outsourced serviced offices, virtual offices, conference rooms, and business lounges claim that Singapore’s current work model is ‘flawed.’ Regus and Unwired, a specialist on the future of work, released a study that sets the spotlight on “placing agility at the heart of how, where and when we work will enable us to improve our lives, business and the environment.”…more

Infosys Offers Employees 17% Pay Rise

In an attempt to reduce attrition and attract new employees, Infosys Technologies plans to give a 17 percent salary increase this year for more than 100,000 of its employees. Infosys Technologies Chief Executive, S. Gopalakrishnan, says, “There will be a war for talent and it’s one of our biggest worries in the medium to short term.” With customers projected to outsource more projects to reduce operational costs…more

Tiger Airways Partner with Symphony BPO Solutions

Tiger Airways Singapore has taken its first step towards improving its call centre and customer services by partnering with Symphony BPO Solutions. The plan launched on 15 April 2010, but the improvements to customer service experience will be implemented phase by phase. At this time, agents are being recruited and trained, and this process is expected to take…more

Burger King Launches BK Call Center in Dubai

Fast food giant Burger King is celebrating the opening of the BK Call Center in the United Arab Emirates (UAE) with a “Remember the Number” contest, where customers are encouraged to get creative with BK Call Center stickers with the number 600 5 2222 4 on them. They are to stick them in unusual locations, take a photo and upload it to the “Burger King UAE” Facebook fan page…more

Bosch Opens Its First APAC Contact Centre

Robert Bosch inc. has opened the Robert Bosche Communication Center Inc. (RBCCI) in the Philippines – the company’s first call centre in the Asia Pacific region. The RBCCI is located in the Fort Legend Towers, Bonifacio Global City, Taguig, and offers technical support for Bosch customers…more

Global FAO Market to Reach $44.9 Billion by 2015: GIA

Global Industry Analysts, Incorporated releases a report entitled, “Finance & Accounting Outsourcing: A Global Strategic Business Report.” The study is a review of market trends, competitive scenario, and recent industry activity. It also shows an analysis of market data and analytics in terms of revenues for all regions: The United States, Asia Pacific, and Rest of World…more

Teleperformance Acquires Majority of Metis Group

Teleperformance announces the acquisition of 75% of the Metis Group, a leading outsourced contact centre in Turkey and works with major clients from different industries. The BPO service provider sees Turkey as a strategic market, because it is one of the largest economies in the EMEA region…more

More Confidence in Outsourcing for 2010

Signs of a brighter future for the outsourcing industry are showing, and these are confirmed by industry experts. In the most recent National Outsourcing Association’s (NOA) quarterly Outsourcing Confidence Index survey, over 50 percent of buyers feel more confident in having their business processes outsourced this year compared to 2009. According to 52 percent of these end-users, they are assessing their existing contracts for possible increase in outsourcing. Also, nearly 30 percent of respondents have…more

Data Going to Outsourcers Needs to be Protected

Forrester Research has conducted a study for Microsoft and RSA, a corporate security company, on companies that have sensitive internal information. According to the report, these companies’ data security measures are insufficient. Some focus too much on data that belong to clients or customers…more

Wipro expands in Brazil

Indian BPO Company Wipro has opened a 350 employee global delivery centre in Curitiba, Brazil.  Although the company has been operating in South America since 2006 the new facility allows it to diversity its service offering. The new office will operate as a regional Latin American Headquarters that also covers Argentina…more

IT outsourcing recovery predicted

Forrester Research expects the $85US billion IT services market to recover, going back to its growth rate of 5% this year. The 5% drop in 2009, caused a chain reaction that had a serious impact to the growth rate of the Indian IT and BPO sector.
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Nearshoring Wins Over Offshoring for Executives

Advans, an IT consultancy and solutions provider, has released an outsourcing survey showing 75% of managers prefer nearshoring, to offshoring to popular outsourcing vendors, such as Indian BPO companies. Furthermore, 37% of these managers expressed interest in increasing their outsourced IT projects in the following year, with database administration and QA processes as the leading types of projects…more

India BPO Losing Business to Latin America

India used to be the go-to outsourcing vendor for the voice-based BPO industry, but there are companies like TCS and Wipro for instance, that have started to take their business elsewhere due to the lack of quality workforce. The companies that have shifted to other outsourcing vendors find the workforce from Latin American countries such as Argentina, Brazil, Mexico and Peru more appealing because they …more

Security concerns not taken seriously by Indian IT BPO

It seems that despite closer monitoring of security for the last three to five years, the Indian IT Outsourcing sector has yet to take the matter seriously. Admittedly, both the industry and the government have taken some measures, such as founding the Data Security Council of India (DSCI) and passing the Indian IT Act in legislation…more

Ayala Corp Strengthens Hold in BPO Sector

The Ayala Corporation is set to increase its investment in the Philippines’ Business Process Outsourcing sector, taking advantage of the industry’s projected growth possibilities for the coming years. Alfred Ayala, CEO of Live It Solutions, Inc. (the BPO holding company of Ayala Corporation), has revealed that…more

Telecom Giant Cuts Costs, Outsources Legal Support

BT has contracted outsourcing supplier UnitedLex for their basic legal processes and closed its in-house legal support services office in India. 15 UnitedLex professionals, including lawyers, admin and online support staff, and project managers begin handling commercial contracting…more

Siemens Branch Out to Outsourcing

The entrance of Siemens into the procurement outsourcing sector is quite a surprise, but Ray Crowe, Siemens’ director of portfolio and strategy, thinks it’s a great opportunity for the company. “Most clients have a procurement organisation but we can help in a couple of areas that typically go unmanaged such as one-time or minor purchases…more

Get Ready for Middle East “Voice of the Customer” Week

The second week of May is INSIGHTS’ Middle East “Voice of the Customer” Week 2010. Dubai’s customer interaction specialist invites all companies in the region to be in with the latest information and trends of Customer Service and Customer Care. The Middle East “Voice of the Customer” Week 2010 comprises seminars led by industry experts…more