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TELUS International Europe: In the global war for talent, CSR goes from ‘nice to have' to ‘must have'

Building a corporate social responsibility (CSR) strategy that truly impacts the vision and direction of a company can be a vital component of business success in the 21st century

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TELUS International Europe: How JetBlue keeps its (customers) cool in a crisis – Interview with JetBlue's customer commitment manager

This interview is from Issue 3 of Customers First magazine – sharing global insights on customer strategy and innovation in the travel and hospitality industry

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TELUS International Europe: Assessing omnichannel customer service readiness with our new Everest Group checklist

Omnichannel is often described as the Holy Grail of customer service. By providing customers a seamless interaction at all touch points in their journey, contact centers transform from cost centers to revenue drivers, gaining impressive top-line growth and customer loyalty in the process

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TELUS International Europe: Leveraging technology to deliver a high-touch customer experience

Whether a company is a start-up, an established brand or somewhere in between, Webit Festival Europe had something for everyone. One of the largest and most influential digital and technology events in Europe, this year's theme was ‘re: Inventing Europe's Future.'

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TELUS International Europe: How big banks and fintechs are working together to innovate the customer experience

Comparing financial technology (fintech) companies to legacy financial institutions can invoke an image of David and Goliath. Fintech firms may be small, particularly when compared to the established titans of banking and financial industries, but they're certainly fierce

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TELUS International Europe: The convergence of customer service and digital marketing/NewGen technologies: What does it mean for businesses?

Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing

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TELUS International Europe: Issue 3 - Customers First magazine! Strategy and innovation in travel and hospitality

The third issue of our Customers First magazine is now available! The latest edition is all about travel and hospitality, featuring insights from industry experts and top brands like JetBlue, Turo, Joie de Vivre, Lux* Resorts and Hotels and more. Grab the PDF. Or read it online  Read Full article »

The future is now - Review of Romanian Outsourcing Summit, 2017

Romania delivers services in 25 languages with more than 100,000 specialists employed in the outsourcing industry and business services, and based on an estimated growth of 15-20 per cent, it is estimated to reach four to five per cent of the country's GDP by 2020. In short, this means that all community activists, educators, employers, parents, and graduates should already be prepared for this dynamic industry, one which is fully

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TELUS International Europe: How the travel and hospitality industry can get ahead with omnichannel customer service

For companies in the travel and hospitality industry, having an omnichannel strategy is becoming critical to compete in a complex market of both traditional and high-tech players

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TELUS International Europe: Why tailoring customer service to Millennials and Baby Boomers is key for travel and hospitality

Personalization is no longer a gentle undercurrent for businesses looking to compete in today's fast-paced marketplace; it's more like a rip tide threatening to pull those who are too slow to adapt into an undertow

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TELUS International Europe: E-book: How to select the right Key Performance Indicators (KPIs) in the contact center

Modern technology has given us the ability to quantify almost every action, including those taking place in the contact center. By monitoring and measuring business activities, companies have a greater ability to control costs, manage their workforce and ensure an exceptional customer experience in every interaction

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TELUS International Europe: Three ways travel and hospitality contact centers can localize the customer experience

Flight delays. Booking or check-in problems. Regional, cultural and linguistic differences. The travel and hospitality business can be a perfect storm for contact centers offering both added challenges and unique opportunities

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TELUS International Europe: How travel and hospitality brands are using data to improve the customer experience

From airline bookings, to hotel check-out, to the various customer service interactions that take place along the way, few industries have as many customer touch points — and expansive customer data — as the travel and hospitality business

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TELUS International Europe: How fast-growing companies can use outsourcing to scale business

In order to scale business efficiently, fast-growing companies need to be agile and smart with time and resources

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TELUS International Europe: Turning a satisfied customer into a loyal customer – Q&A with a hospitality expert

Leonardo Inghilleri literally wrote the book on customer service in the hospitality industry - and an international bestseller at that.

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TELUS International Europe: How Millennial call-center agents can better serve the aging population

With the number of seniors expected to reach 20.9 percent of the population by 2020, call centers are being increasingly confronted with the challenges of serving an aging population.

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TELUS International Europe: Launching your first customer support outsourcing project? Avoid these eight pitfalls

When properly planned, outsourcing your customer support can bring a boost to your business. It can help expand operations, reduce costs and even improve customer relationships

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TELUS International Europe: Four questions start-ups should ask when considering contact center outsourcing

Success can happen fast in the tech world. Six years ago, Snapchat was just a young start-up that made a time-sensitive messaging platform. Now it's valued at $20 billion

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TELUS International Europe: How to defuse a difficult customer service situation with email support

The following contains excerpts from TELUS International's white paper "The workhorse of the contact center: Optimizing email for the modern customer service environment." Download the free paper to find out how to make the most of your email support program

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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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TELUS International Europe: 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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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
Stefanini named Eliza Irimia Financial Director for the EMEA region

Eliza Irimia joined Stefanini IT solutions company, with operations in 39 countries and 88 offices around the world, as Financial Director for EMEA. From this position, Eliza will coordinate the company's finan

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Mihnea Diaconu appointed development manager at Webhelp

Webhelp Romania aims to consolidate and develops its local operations by hiring Mihnea Diaconu as Business Development Director.

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Pavel Campan appointed as the new Vice-President of Operations for TELUS International Romania

Pavel Campan has been named Vice-President of Operations for TELUS International Romania. This appointment comes at a time when the company is about to reach 1,500 team members locally.

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Roxana Tesiu appointed as the new Vice-President of Human Resources for TELUS International Europe

Roxana Tesiu has been named Vice-President Human Resources of TELUS International Europe. In her new role, she will lead the HR teams in both Romania and Bulgaria, at a time when the number of team members in b

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Wipro recognized as a leader by Everest Group in Automation across applications, infrastructure and BPO

Wipro Limited, leading global information technology, consulting and business process services company, announced that it has been positioned as a Leader by Everest Group, a global independent consulting and r

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TELUS International Acquires Voxpro

TELUS International, a leading global business process outsourcing (BPO) provider, recently announced the acquisition of Voxpro, a provider of beautiful customer experience, technical support and sales operatio

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DB Global Technology reaches 800 people, 150 people joined this year

B Global Technology, Deutsche Bank's technology center in Bucharest, has reached the 800 staff milestone, with over 150 people joining the team in 2017.

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Comdata to buy four subsidiaries of French Izium Group

Comdata, the leading Italian company for outsourcing of contact center, help desk, back office, credit management and document management services, controlled by Carlyle private equity firm, announced yesterday

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Telus International launches omnichannel solution

Telus International, a leading global BPO and ITO provider, recently announced the launch of its omnichannel solution for customer support. In contrast to traditional omnichannel contact center solutions from

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Molson Coors started to grow its business shared services center in Bucharest

Canadians from Molson Coors started to grow their business services center in Bucharest which supplies accounting, financial and HR services for the group at global level.

 Read Full article »
 
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EDITOR CHOICE
Wipro launches automotive center of excellence in Romania

Wipro Limited, global information technology, consulting and business process services company, announced the launch of an Automotive Center of Excellence (CoE) in Timisoara, Romania. This CoE will help Wipro d

 Read Full article »
TELUS International Europe: The convergence of customer service and digital marketing/NewGen technologies: What does it mean for businesses?

Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing

 Read Full article »
 
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