COMDATA GROUP enfoca su crecimiento y expansión en América Latina


collaborazione_e_prestigio_comdata_b2COMDATA GROUP, empresa del Grupo Carlyle (NASDAQ:CG), líder del mercado italiano en el sector de outsourcing de operaciones (BPO) comienza un proceso de crecimiento y expansión internacional enfocado particularmente en América Latina tras su consolidación en el continente europeo.

En este proceso de consolidación y crecimiento, COMDATA ha designado para su sede en Argentina a Leonardo Liggieri  como Presidente y CEO de la compañía.  Leer más

Frost & Sullivan nombra a CGS como la Compañía de Servicios de Contact Center del Año 2016 en Chile


gcsoutsoursolSantiago, Chile – 04 enero 2017 – CGS, un proveedor multinacional de aplicaciones de negocio, programas de eLearning y servicios de Contact Center, anuncia que fue nombrada como la Compañía del Año de Servicios de Contact Center de Chile. El premio, entregado anualmente, es adjudicado a compañías líderes en su industria, quienes implementan las mejores prácticas en crecimiento, innovación y liderazgo.  Leer más

Frost & Sullivan Names CGS the 2016 Contact Center Outsourcing Services Company of the Year in Chile

CGS, a global provider of business applications, enterprise learning and outsourcing services, today announced that it has been named Frost & Sullivan’s 2016 Contact Center Outsourcing Services Company of the Year in Chile. The annual award is presented to companies identified as industry leaders, delivering best practices in growth, innovation and leadership.

Frost & Sullivan’s global team of analysts and consultants conducted extensive primary and secondary research across the entire value chain to determine its Company of the Year award recipients.  Read more

Italian Law Threatens Call Centres in Albania


call-cenThousands of jobs in Albania appear at risk after Italy passed a new law restricting the rights of Italian companies to outsource customer services across the Adriatic Sea.  Moves by Italy to clamp down on Italian companies outsourcing work to Albania have alarmed the government in Tirana, which fears thousands of jobs are at risk. An amendment that Italy passed on November to a law from 2012 on the rules about call centres raises fears that thousands of jobs in the call-centre sector could go.  Read more

“Lo diferencial este año ha sido el CX, ‘hemos viajado con el usuario’, ‘poniéndonos en sus zapatos’”


premioscrc_oro2016-_atento-sacTras haber ganado el Premio CRC Oro al Mejor Outsourcer 2016  por su cliente Repsol, dialogamos con María Jesús Ropero, responsable del servicio Repsol y con David López Pitts, gerente de negocio de Atento España.

Queremos felicitarlos por el premio obtenido ¿Qué significa para ustedes haber alcanzado el Premio CRC al Mejor Outsourcer por su Cliente Repsol?

María Jesús Ropero: Este reconocimiento que tanto nos ha costado alcanzar es el fruto de muchos años de esfuerzo para presentar una operación que se caracteriza por el desarrollo de equipos de alto rendimiento…   Leer más

 

Atento Clear Leader of the Latin American Contact Center Outsourcing Services Market


atentomxAtento  announced that Frost & Sullivan, the global consulting company specializing in growth strategies, published its annual report, “Analysis of the Latin American Contact Center Outsourcing Services Market”  where it identified Atento, once again, as the clear leader in contact center outsourcing services in Latin America.

In addition to leading the market at the regional level, Atento expanded market share and strengthen its leadership position in Brazil, Mexico, Chile and Peru.  In Brazil, the largest market in Latin America, which accounts for nearly half of the regional contact center outsourcing services revenues, Atento increased its market share to reach 25.6% of the total market.  Widening the gap with other market players and strengthening its leadership position in the region´s most important market.  Read more

Atento appoints Marcelo Geraldi Velloso VP of Business at Atento Mexico


atentomxAtento S.A., the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the three top providers worldwide, has named Marcelo Geraldi Velloso VP of Business at Atento Mexico. Marcelo will lead the banking and financial services, telecoms and multi-sector business divisions at Atento Mexico.

Marcelo has more than 20 years of professional experience at large consumer companies in Latin America and, in particular, the banking and financial services sector.  Read more

Teleperformance Bags the Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year award for the 5th Consecutive Year


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Teleperformance, the world’s leading provider of outsourced customer experience management services, has bagged the Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year award for the 5th consecutive year. The award was presented to Teleperformance at the 13th annual Frost & Sullivan Asia Pacific ICT Awards banquet, held at the Equinox Restaurant, Swissotel The Stamford in Singapore on June 15.

Mr. Shuishan Lu, Industry Analyst, Digital Transformation, Asia Pacific at Frost & Sullivan said that Teleperformance has successfully brought best-in-class global service capability along with local market expertise in 6 service delivery markets, adding up to 30 contact centers in the Asia Pacific region.  Read more

Sitel Named a Top 50 Teleservices Agency by CUSTOMER Magazine


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Sitel, a leading global customer care provider, today announced it has been named to the CUSTOMER 31st Annual Top 50 Contact Center Outsourcing Ranking by TMC, a global, integrated media company. Sitel and its parent company, Groupe Acticall, support more than 400 clients in 48 languages with 75,100 customer experience professionals in 146 facilities strategically located in 22 countries. “We appreciate the recognition from TMC for our continued growth in fulfilling the demand for outstanding customer experiences though large-size, large-capacity contact centers,” said Sitel’s President and CEO, Bert QuintanaRead more

Small Investments in Customer Experiences Deliver Enormous ROI


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Companies are spending billions of dollars on customer experience improvements that don’t really matter to their customers. To get ahead of the competition, companies need to find partners that can help them make big moves fast—saving time and costs required to put these strategies into action. An example is rebadging when a company transfers its customer care associates and/or technologies and processes to an outsourcing provider that can help make the process easy and cost-effective.  Read more

Frost & Sullivan Honours Horizon Contact Centers for its Highly Successful Competitive Strategies in the Kenyan Market


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Based on its recent analysis of the contact centres market, Frost & Sullivan recognizes Horizon Contact Centers with the 2015 Kenyan Frost & Sullivan Award for Competitive Strategy Innovation and Leadership. The company has leveraged a service diversification and distinct operational strategy to become one of the leading business process outsourcing (BPO) and contact centre providers in Kenya.

Despite being identified as one of the six pillars of the ‘Vision 2030’ Plan and gaining the attention of foreign investors, the contact centre industry in Kenya is struggling with several issues including poor infrastructure, limited client pool, and high attrition. Horizon stands apart from the competition, having addressed these challenges and exhibited strong overall performance.  Read more

GBPA Partnership to Boost Employability of Grand Bahama Graduates‏


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Executives of The Grand Bahama Port Authority Limited (GBPA) have partnered with the local Call Centre operator, Island Outsourcers, a subsidiary of iTelBPO Solutions out of Jamaica, to prepare hundreds of future Grand Bahama graduates for employment and future careers in the island’s Call Center & Business Processing Outsourcing industry.

The initiative referred to as the ‘Contact Center Education Initiative’ was introduced last week Thursday during the final school year meeting of the Grand Bahama Principal’s Association  at Freeport Gospel Chapel School. This  initiative, as shared by Ian Rolle, President of GBPA, is designed to prepare 12th grade students with true employability skills.  Read more

Atento Reports Fiscal 2016 First-Quarter Results Improved Balance of Growth, Profitability and Liquidity


48Atento1_330_218Atento S.A. (NYSE: ATTO), the largest provider of customer-relationship management and business-process outsourcing services in Latin America, and among the top three providers globally, today announced its first-quarter 2016 operating results. All comparisons in this announcement are year-over-year and in constant-currency (CCY), unless noted otherwise. Read more

The Advantages of Outsourcing HR Functions


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An organization’s human resources department is responsible for a variety of functions. An HR department may oversee employee payroll and tax filing, as well as employee benefit and health administration. A very critical HR function is also manage legal compliance, maintain files and records, and oftentimes organizational development (OD).

For many companies, depending on size and core competencies, the various functions of the HR department are too comprehensive and complex to maintain in-house. In many cases, businesses that outsource HR functions receive several advantages that support the company’s bottom line. Read more

Aegis Clinches the Frost & Sullivan Malaysia BPO Service Provider of the Year Award


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Aegis Limited, a global Outsourcing and Technology Services Company was recently awarded the Malaysia BPO Service Provider of the Year award for the second consecutive year.  The award was presented to Aegis at the 2016 Frost & Sullivan Malaysia Excellence Awards banquet, held at Grand Hyatt Kuala Lumpur on April 14.

“Aegis established its strategic presence in Malaysia via acquisition of Symphony BPO in 2014. Aegis has done remarkably well to amalgamate its global best practices and Symphony’s local strength to further expand and surge ahead of competition despite tough economic environment and vulnerability in the Malaysian currency,” said Krishna Baidya, Head – Customer Contact Research, Digital Transformation Asia Pacific at Frost & Sullivan.  Read more