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TELUS International Europe: More proactive, personalized customer experience, thanks to the Internet of Things (IoT)

Industry research is apt to say we're on the cusp of a future full of "smart" devices — that is, billions of everyday items embedded with wireless internet connectivity

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Fintech for the aging population: What to consider when developing more age-inclusive apps and customer service

There's a seemingly infinite number of mobile and desktop fintech applications that have hit the market over the past couple of years, offering platforms that run the gamut of financial services — promising better wealth management, smarter investing, lower interest rates and management fees, easier charitable donations, peer-to-peer payments and more

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TELUS International Europe: Three considerations when outsourcing your voice-based customer support

When you think of contact center outsourcing, what's the first image that comes to mind? Chances are, it's one of those shiny stock photos of smiling agents talking on headset-style phones.

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Three areas where fintech start-ups are revolutionizing the customer experience

With advancing technology and increasing customer expectations, it's getting harder and harder for traditional banks and financial planners to stand out from the crowd in the minds of consumers

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A look ahead: How artificial intelligence (AI) will affect customer service

For most of its 60-year history, the capabilities of artificial intelligence (AI) has been limited to science fiction movies.

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The most critical Key Performance Indicator (KPI) in social media customer service

Measuring the impact that your social media interactions are having on your business — and your bottom line — can be a tricky endeavor. How can you really identify and quantify whether a particular social media encounter has been successful?

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To chatbot or not? Can automation boost response time and consumer trust?

Imagine this common scenario: A dissatisfied customer takes to social media to complain about receiving terrible customer service from a brand

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Three defining characteristics of contact centers in Bulgaria and Romania

While Asia and Latin America remain strong outsourcing options, Eastern Europe is on the rise as a luring outsourcing region with its attractive combination of infrastructure access, strong connectivity, an educated talent pool and tremendous multilingual capabilities. It's no wonder Bulgaria and Ro

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Optima sees major expansion in Iasi - Exclusive OT print issue

Optima Call's journey started in October 2010 with an enthusiastic and experienced team. Now the Bucharest-based company expanded to Iasi and plans to grow exponentially the personnel figure at their new office, tells Outsourcing Today the general manager of Optima.

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The digitalization of the customer relationship

The customer relationship has changed considerably over the years thanks to evolving economical, technological and societal influences.

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India to change outsourcing business model due to automation - FT

Companies such as Tata Consultancy Services (TCS), Infosys and Wipro will move from a strategy-based on high headcount and low costs to one reliant on higher employee costs and flexible services due to automation, writes Financial Times.

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The evolution of the call center

Call centers have not always had an exceptional reputation. Some still believe that they are the perfect incarnation of Taylorism, emphasizing productivity and efficiency at the expense of employee engagement. This however is a very simplistic and rather obsolete point-of-view considering that a rev

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GRS has one of the fastest growths and expands to Piatra Neamt - OT print issue

Global Remote Services (GRS) will invest into growing its personnel from 400 to 600 people in its business process outsourcing (BPO) and contact centres, says Cosmin Raducu-Efrim, general manager of the company.

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Deutsche Bank: millions into investment, market fears - From OT print issue

While Deutsche Bank's tech division came to town, local companies fear it for its ability to drag in new employment, sources say. And its exponential growth will continue, confirms Marian V. Popa, head of DB Global Technology, Bucharest.

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Bosch continues double-digit expansion in Romania, investments up to 40 mln. Euro

While Bosch sells equipment and electronics, it also developed a BPO center in Timisoara, an R&D center in Cluj and production units in Cluj and Blaj. Last year's investments reached about 40 million Euro, about 50% larger than 2014's levels, says Mihai Boldijar, Bosch's chief of operations for Romania.

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ABSL organizes the next Business Mixer in Cluj, June 2

ABSL's newest Business Mixer in Cluj will take place on June 2, further details below.

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Accenture, for the 11th time in Global Outsourcing 100

For the eleventh consecutive year, Accenture has been named to the 2016 Global Outsourcing 100 list by the International Association of Outsourcing Professionals (IAOP). The Global Outsourcing 100 is an annual listing of the world's best outsourcing service providers.

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Garcet, SG EBS: Romania should be better promoted abroad - From OT print issue

After spending 18 months in Romania, Philippe Garcet, CEO of local Société Générale European Business Services (SG EBS) visited "extraordinary landscapes and extremely friendly people," he tells OT.

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Study reveals how to get outsourcing relationships right – Jeffrey Puritt

Time. Money. Energy. When you're investing significant resources into your Business Process Outsourcing (BPO) relationship, you want to ensure you're getting the most value from that partnership.

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Stefanini opens a new support center in Targu Mures

Stefanini Romania, local subsidiary of the Brazilian company Stefanini – one of the leading global players in the outsourcing of IT services, has opened a new support center in Targu Mures, which is the third in Romania, after those in Bucharest and Sibiu.

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Exclusive OT print issue: Ericsson - Predictive, not just proactive

New industry standards change the corporate service mentality from being proactive to being predictive. And growing 15-20 per cent each year may mean expanding local activity to a smaller city as well, Liam Coffey, Ericsson's vice president and head of Global Services Support Center Romania tells Outsourcing Today.

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Exclusive OT print issue: Genpact may expand 40% in the next two years

"The business process outsourcing and shared services industry benefits from the fastest growing trend that Romania ever witnessed", says Shibu Nambiar, COO Europe, Latin America and Africa.

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Exclusive OT: Iasi business services employ more than 8,000 people - ABSL

Romania's business services industry has more than 80,000 employees and contractors, while Iasi is estimated to employ more than 8,000 people, Florin Grama, the president of the Association of Business Service Leaders (ABSL) in Romania, stated during the first conference dedicated to the services branch in Iasi, "Iasi Business Mixer: The Northern Star of Business Services," quoted by the

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Customer Satisfaction: The key to innovation and sustainable profitability

How to best measure customer satisfaction remains a hot topic in the field of customer relationship management, writes Gregoire Vigroux, marketing director Europe, Telus International.

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Exclusive OT: Luxoft surged 40% in 2015, follows top sophistication expansion

If you're a Swiss private bank client, or a premium car phone and PC system user, most likely your account is managed through Luxoft's Romanian team of expert's designed applications.

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Exclusive OT: SCC team to grow 20% this year, expands to new city

SCC Services Romania started activity in 2006, with a team of just 24 people. Now it has about 1,000 and by 2018 about 30% more will join its team.

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SocGen's EBS division to grow 60%, expands its West Gate offices in Bucharest

Société Générale European Business Services (the business outsourcing division) expanded its HQs in H2 building of West Gate business park, owned by Genesis Development, and plans to grow its personnel by about 60% by year-end.

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Romanian cities of Iasi and Timisoara office rental at record highs in 2015

In 2015, the volume of office rental transactions except the Capital rose to a total area of 49,661 sqm, 32% more than in 2014, an Esop release reveals.

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Romania, Europe's third and world's 13th best outsourcing destination- A.T. Kearney

Romania ranks as third most attractive country to outsource to, according to A.T. Kearney's Service Location Index quoted by Telus.

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Exclusive OT: GRS to grow 50% in 2016 into Bucharest and Piatra Neamt

Global Remote Services (GRS) will invest into growing its personnel from 400 to 600 people into its business process outsourcing (BPO) and contact center, Cosmin Raducu-Efrim, general manager of GRS, told Outsourcing Today.

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Migration towards "third IT platform" and move into the cloud will dominate 2016

IDC, one of the biggest such research firms, was early in identifying the shift to what it calls the "third platform". The first platform for IT was the mainframe computer—a big, centralised processor with lots of dumb terminals connected to it.

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Xerox expands its customer care center in Oradea and will employ 40 more people

Xerox is relocating its current customer care center to a larger a facility and will recruit about 40 agents by the end of 2016.

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Rusu, Webhelp: With the new Iasi center we will reach 2,300 employees

French group Webhelp expands its local activities with its sixth customer center in Iasi with an investment that will get up to 800,000 euro by year-end.

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Wipro appoints new executives, creates new unit

After naming former TCS veteran Abidali Neemuchwala as its new chief executive officer (CEO), India's third largest software exporter Wipro has appointed Bhanumurthy BM as its new chief operating officer.

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Cloud and application programming interfaces are transforming the outsourcing industry

As traditional software outsourcing evolves, cloud service management brings new challenges for organizations.

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63% of BPS managers believe robots will transform their business

About 22% of business process services (BPS) managers think that automation will completely transform their business, while 41% of them say it will "make a big difference," says a study.

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HfS survey: Most managers choose outsourcing for decreasing costs

About 52% of managers see the providers of business services as "a great vehicle to drive down costs and improve efficiencies," and only 28% see them as " a vital partner that plugs critical gaps in term of skills, global scale, domain knowledge and technology," according to a new HfS study.

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BPO services can differentiate using predictive analysis

There are several BPO providers who have come to realise the value of being able to mine out useful information from the huge volumes of transactional data they handle every day. In the long run, the quality of services provided by a BPO can be greatly differentiated using predictive analysis.

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Hays: Timisoara outsourcing industry follows the Krakowian example

The amazing less than 1% real unemployment rate in Timisoara is owed to foreign direct but also local investments.

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Outsourcing becomes a critical part of a successful business strategy

In the 1990s, the industry used different buzzwords than it does today, and this language shift reflects the changing priorities for outsourcing pros. Today, enterprises are shifting away from thinking about outsourcing as a purely financial decision and increasingly considering it to be part of a business strategy critical to their success.

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Romanian North-East BPS and IT will grow 10% annually by 2030

Romania's North-East business process services (BPS) and the IT sector will grow about 10% each year, from 8,000 employees today to 30,000 employees in 2030, says a study by API (Aceess Process Investment) for Euronest. Iasi is the largest city, with 6,000 employees in 40 office buildings.

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BP expands Wipro contract, possibly by USD 100 mln. more

BP has revamped its outsourcing strategy and expanded the multi-million dollar contract with Wipro, sources close to the industry told The Economic Times India.

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EXCLUSIVE: ABSL Timisoara - BPO and SSC segment growing fast, far from saturation

Timisoara is very close to Western Europe and has an important, unsaturated talent pool, say leaders of the Association of Business Services Leaders (ABSL).

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The Polish lesson: 470 Global BPO and Shared Service Centers

The fact that businesses require increasingly globalized outsourcing solutions is beyond question. These days, some companies are "born global", others achieve globalism or have globalism thrust upon them.

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Will robots overtake the BPS business?

Romanian and international business services leaders say automation is only here to help, to upscale the human work and to ensure progress. As most of the industry's repetitive processes will be replaced by top-shelf software programs, called either robots or 'cobots', the face of the industry as we know it will change, Bogdan Tudorache writes for Outsourcing Today

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ABSL leaders: Romania can attract major investors, should focus on talent development

As Jacek Levernes, president of the board of the Association of Business Services Leaders (ABSL) and leader of the organization in Poland and other business services industry leaders promoted Romania in their recent business tour to New York, major investors with assets worth billions of dollars talked about their Central and Eastern Europe positive experiences.

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Hunte, Everest: Romania takes a slice of 8% from the CEE services ratio

The share of services offered by CEE (dubbed by Everest “nearshore Europe”) in the outsourced services segment is “definitely increasing” says Rupert Hunte, client director, Everest Group.

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Romania, a shining star of business services?

A shining star or not, Romanian outsourced services industry starts to grip in the developed cities: there’s no more talent to hire.

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Romanian Online Support at Tech Giant in Southampton

Company: Our client is a global technology company that have developed online products and sewrvices for the corporate and consumer markets.

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Healthcare BPO sector in India facing competition from U.S. and Philippines

Players engaged in business process outsourcing (BPO) in healthcare sector in India are facing stiff competition from their Filipino counterparts, according to a recent joint study.

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BPO and SSC investors target smaller Polish towns

Poland is not only limited to Warsaw or Cracow when the locations for middle sized BPO and SSC centers is considered. Among many attractive locations, the town of Czestochowa is ready to support the business services sector in further growth in Poland, writes outsourcingportal.pl.

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BPO hits the ground running

As the business services industry seems to be racing with double-digit growth year on year, BPO players try not get left behind. New entries show up, young companies expand their business in second- and third-tier cities, planning to hire hundreds of people, while veterans shift the focus towards more complex services. Alexandra Lopotaru interviewed BPO leaders to see how far they want to go

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NEWS
Voxpro opens office in Bucharest and hires 150 people

Multilingual business process outsourcing services provider Voxpro based in Cork, Ireland announced it would expand operations with a new office located in Bucharest where it plans to hire 150 people.

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CA Technologies named an Overall Leader in adaptive authentication

CA announced it has been named an overall leader in the process of gathering additional attributes about users and their environments and evaluating the attributes in the context of risk-based policies within K

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Vodafone Romania opens new customer center in Pitesti, hires 150 professionals

Vodafone Romania opens a new customer center in Pitesti and creates 150 workplaces for 150 young professionals, both students and graduates.

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CIMA and The Hackett Group launch the Third Training Product: The Diploma in Global Business Services

The Chartered Institute of Management Accountants (CIMA) and The Hackett Group announced the launch of their Diploma in Global Business Services (DGBS). This is the third and final offering in their Certified G

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Webhelp to hire 450 people in BPO centers at Iasi and Oradea

Romanian branch of French BPO services provider Webhelp will benefit from 17 million lei state financing to sustain the creation of over 450 workplaces in the contact centers managed by the company at Iasi and

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GM to open a call center at Bucharest

The US-based automotive producer General Motors, owner of German car brand Opel will develop a call center at Bucharest, to offer assistance services for OnStar service, according to data published by local new

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Blue Point adds clients from banking and insurance

Blue Point, with operations in call center services, announced its expanded the client portfolio with names from banking and insurance and plans to growth its team with 50 telesales consultants by yearend.

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BestCall Sales&Marketing doubles turnover in 2016

BestCall Sales & Marketing, providing call-center solutions, reported a double turnover in 2016, in the context of a similar growth registered in the number of employees and reported by the end of the third qua

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Enterprise Concept expects double turnover of 2 million Euro this year

Enterprise Concept group, acting on BPM market in Romania, estimates two million Euro worth turnover in 2016, double growth compared to previous year.

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Webhelp acquires social content moderation services company Netino

Leading global customer experience company, Webhelp, has announced the acquisition of top social content moderation company, Netino, owner of Moderatus technology.

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EDITOR CHOICE
TELUS International Europe: More proactive, personalized customer experience, thanks to the Internet of Things (IoT)

Industry research is apt to say we're on the cusp of a future full of "smart" devices — that is, billions of everyday items embedded with wireless internet connectivity

 Read Full article »
Romanian Outsourcing Summit: Focus on the added-value of business shared services in Romania

This year's edition of Romanian Outsourcing Summit joined representatives of the government and top representatives of leading companies operating in the sector of business shared services and related industrie

 Read Full article »
Romanian Outsourcing Summit reaches its third edition

OUTSOURCING TODAY, the integrated communication platform of the business services sector, powered by The Diplomat Bucharest, presents the Third Edition of the ROMANIAN OUTSOURCING SUMMIT on March 23rd 2017, at

 Read Full article »
 
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