The Winner of the FREE BPO report at SSON was Keith Wilkinson Group Manager, People & Culture, Energy Markets, Orgin Energy.
The winner of the iPad 2 from the respondents of the research study was Anne De Lacy, Corporate HR Manager, Orica Ltd.
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This month’s Asia CEO Forum in Manila features John Bessey, Managing Director of Microsoft Philippines, to explain Cloud Computing and describe how the technology is already being used today by leading companies in Philippines.
Hayleys Business Solutions International (Pvt) Limited (HBSI) recently reinforced its commitment to sustainability and service differentiation by being the first and only BPO Company in the country to obtain Carbon Neutral certification.
Photo on right: Mohan Pandithage – Chairman and Chief Executive of Hayleys Group (third from left) receives the carbon neutral certificate from Subramaniam Easwaran- Co Founder, Carbon Consulting Company. Sutheash Balasubramaniam – Director/CEO (extreme left), Dr. Arul Sivagananathan – Managing Director (second left) and Asiri Silva Manager – IT and Infrastructure (extreme right) of Hayleys Business Solutions International and Sanith de Silva Wijeyeratne – Chief Operating Officer – Carbon Consulting Company, were present.
This pioneering achievement, unique in Sri Lanka’s business process outsourcing services industry, was earned after a focused effort by HBSI to adopt practices that reduce or eliminate greenhouse gas emissions. The certificate was awarded by The CarbonNeutral Company, a world-leading provider of carbon reduction solutions.
In accordance with The CarbonNeutral Protocol, a global standard for carbon neutral certification, an independent assessment of the CO2 emissions produced was undertaken. The company has already implemented several energy management initiatives in accordance with its offset-inclusive emissions reduction programme.
“HBSI has reduced and offset its CO2 emissions to net zero in accordance with The CarbonNeutral Protocol. As a result, we are Sri Lanka’s first and only CarbonNeutral certified BPO Company, as verified by an independent organisation,” Managing Director- Hayleys Business Solutions Limited, Dr. Arul Sivagananathan stated.
The certification makes a clear and credible statement about the action HBSI has taken on climate change and is expected to meet growing demand for climate friendly solutions. “We are confident that this move will go a long way in enhancing the competitiveness of our service offering in local and international markets.
Clients of Hayleys Business Solutions International stand to benefit immensely from the work they outsource being carbon n eutral. This certification plays a decisive role towards branding Sri Lanka as a sustainable outsourcing destination,” Hayleys Group Chairman Mohan Pandithage said.
BPO company Aegis opens a 900-seat call center in Costa Rica. The new facility is located in the Rohrmoser section of San Jose and it will be a blend of additional capacity and reduced costs, the statement said.
CSC announced it signed a three-year business process services contract with AMERISAFE, Inc. Under the agreement, CSC will provide business process outsourcing (BPO) services to manage and automate legal expenditures for AMERISAFE using Legal Bill Analyzer, a component of CSC’s Legal Solutions Suite, strengthening transparency in legal matter planning and communication with outside counsel.CSC’s customized BPO offering for AMERISAFE includes a range of services, such as bill review, resolution, reporting, invoice management and Web hosting support. The agreement provides a low-risk approach to transforming operations and controlling costs, and encourages constructive collaboration between AMERISAFE and law firms.
Information Services Group (ISG) (NASDAQ: III), a technology insights, market intelligence and advisory services company, today announced winners of the 2012 Australia New Zealand (ANZ) Paragon Awards, which recognise leadership and best practices in sourcing and service management. The ANZ Paragon Awards celebrate and promote organisations and relationships within the sourcing community that have demonstrated high performance leadership and best practices in the sourcing and service management fields.
The 2012 ANZ Paragon Award winners are: Best Sourcing Relationship in Business Process Outsourcing Award: Russell Investments and Mahindra Satyam Best Sourcing Relationship in IT Outsourcing Award: Westpac and IBM Service Provider Innovation Excellence Award: Wipro, for the introduction and implementation of innovative services for the University of Canberra
Global Legal Solutions Provider Earns Top 100 Call Center Contest for Second Consecutive Year. ARAG®, a global provider of legal solutions, announced today it has been named to the Top 20 in the Top 100 Call Center Contest by BenchMark Portal. This is the second consecutive year ARAG has made the list. BenchmarkPortal is internationally recognized as the premier research and education organization for customer contact best practices. Each year the organization features a Top 100 Call Centers Contest for centers located in North America.
The 2011 Queensland Top 400 Business Awards officially honors NRG Global Solutions as a winner in the Rising Star category.
Held last November 25 at the Sofitel Brisbane, the Gala Awards Dinner drew in 400 of the top businesses, where a select 13 were given special honors. Besting hundreds of companies, NRG Global Solutions’ President Laurence Barlow accepted the Rising Star Award, proving NRG’s mark by leaping to 97th on this year’s list from the previous 382nd.
Barlow proudly recalls the night and how NRG climbed its way to success; “It was an exciting surprise to receive the Queensland Business Review Rising Star Award for the State’s top 400 companies. It would not have been possible without a great team both in Australia and the Philippines. I’d particularly like to thank our CEO Michele Bubke and our Asia Pacific Operations Manager, Scott Pollock. Their tireless leadership has ensured consistent growth over the last 3 years.
The Australian business community is developing a better understanding and acceptance of ‘Business Process Outsourcing’ (BPO). I think the Global Financial Crises has pushed businesses to look for more innovative ways to manage customer service delivery channels, and this is where we come in. The globally compliant Call Centre facilities we have in Australia and the Philippines handle customer service end-to-end, from ‘Welcome Calls’ to ‘Debt Collection’ for many of Australia’s largest Banks, Telecommunications and Utility companies.
As an indication of the growth in this sector, we opened our offshore facility in the last Quarter of 2008 with five people. In August this year, we moved into a new globally compliant facility that has the capacity to house 450 agents, implements modern security systems, and uses secure data protection measures.
Another contributor to the growth is our multi channel delivery technology. While it is true that most of the customer service work we take on is ‘voice based’, we are building out our service offerings using online chat support, text reminders, convenient payment gateways via iPhone, and an array of Cloud Computing applications that enhance and expedite the customer service experience.
We are looking forward to next year’s business awards. I’m sure you will see us even further up the list.
Asia CEO Awards
See who won the awards for the most accomplished leadership teams and individuals currently operating in Philippines and the region. The awards recognize extraordinary leaders who have demonstrated outstanding achievement for their organizations and contributions to others. http://www.asia-ceo.org/awards
Australian company Laithwaites wine people has looked to the Cloud to improve its call centre operations, rolling out a public Cloud offering across its new 35 seat customer service centre in Sydney. The company, which sells premium wine to some 65,000 Australian customers, was looking for a technology driven strategy to interact with its customer base, and decided to deploy IPscape across the business.
The International Association of Outsourcing Professionals® (lAOP®) today announced it is accepting nominations for The Global Excellence in Outsourcing (GEO) Award.
The award program, which is in its second year, recognizes outsourcing professional teams for their innovation and best practices. The GEO distinguishes outsourcing professional teams at customer organizations who have advanced the field’s best practices, created innovative solutions and delivered great results for their companies. “As outsourcing increasingly becomes strategic, it’s more often teams of outsourcing professionals who are creating the results their companies need,” said IAOP CEO, Debi Hamill. “On the heels of a successful first year, we once again look forward to honoring GEO winners on their accomplishments that raise the bar for all of us.”
Awards are presented annually for: The GEO Award for Best Practices – recognizes a company’s outsourcing team for developing and implementing one or more advanced business practices that have enhanced the design, implementation and management of their company’s outsourcing program. The team will be recognized both for its contribution to the management practice of outsourcing and for delivering measurable results for their company.
The GEO Award for Innovation – given to an outsourcing team that has implemented a new type of outsourcing relationship or new outsourcing approach that is ground breaking and worth special attention by other organizations. The goal is to recognize a practical innovation that has produced measurable results.
Nominations:
Nominations are open to IAOP member and non-member customer teams globally and applications for the award are prepared and submitted by the outsourcing professional team itself. Nominations are accepted through September 30, 2011. Submissions will be reviewed by a panel of independent judges selected by IAOP’s Membership Committee and led by Bill Hall, committee chair and founding partner of Pretium Partners.
Winners are recognized at IAOP’s Outsourcing World Summit® each February and will have the unique opportunity to share their leading-edge outsourcing approaches through multiple thought leadership activities led by IAOP.
For more information and to nominate your team, see GEO Awards.
About IAOP The International Association of Outsourcing Professionals® (IAOP®) is the global, standard-setting organization and advocate for the outsourcing profession. With more than 110,000 members and affiliates worldwide, IAOP helps companies increase their outsourcing success rate, improve their outsourcing ROI, and expand the opportunities for outsourcing across their businesses. To learn more, visit www.IAOP.org
Asia Pacific Customer Service Consortium Announces Winners of the 2010 Customer Relationship Excellence Awards
The Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 2010 Customer Relationship Excellence Awards (CRE Awards).
They are selected through a comprehensive balanced score card of self assessment benchmarking, business case presentations, mystery calls, CSQS site assessment by the judging panel based on the Customer Service Quality Standard (CSQS), public web voting and a final round of judging by a panel of customer relationship excellence experts.
The goal of the CRE Awards is to promote service quality and Customer Relationship Excellence in international cities across Asia Pacific and to recognize governments, companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.
Mr. Jason Chu, Chairman of APCSC said, “Customer Relationship Excellence (CRE) Leadership is the way forward! Asia Pacific maintains her high growth among the global economy and attracts continuous investments from both local and multinational firms around the world. Worldwide top institutions and brands recognize the importance in developing a stronger presence in Asia Pacific and expanding their share of the market, talents, distribution network and funding with new headquarters, flagship centers and public listing in order to rejuvenate and rebrand an Asia Pacific service icon.
The Asia Pacific CRE Awards focuses on differentiating and recognizing CRE Leaders who have strong commitments to CRE corporate values. They are keen to achieve the highest service standards of CSQS and quick to adopt latest best practices so as to invigorate and integrate internally across departments and city boundaries as well as externally with the social and environmental sphere to create a sustainable and smart growth for Asia Pacific and the global economy.”
To see the winners and for more information please visit www.apcsc.com
