Indonesia Contact Center – Very Robust Growth in 2011

Propelled by a strong economy and increasing consumer confidence in online and voice transactions, the domestic contact center industry in Indonesia is poised to grow at an annual rate of 22% through 2015.

Sri Lanka – The up and coming BPO center in South Asia

In terms of the number of great people to staff a call center at reasonable rates and in terms of great locations of the world, Sri Lanka must be on your radar.

Last year the IT and IT enabled services sector (software and BPO) had become the fifth largest generator of export value in the country, the software industry had created over 20,000 jobs, and  the BPO industry had created 6,000.

malaysia – truly asia’s BPO market in 2010

Dear readers,

We are taking input for a new research project on the BPO market in Malaysia. What would you like to see? What would you like to contribute? Any special hard working colleagues or project teams  would you like to share with us? Just leave a comment below.

Also noted this week how the issues of the BPO Industry are not the same as in Philippines or India.  Malaysia has become one of the preferred destinations to offshore work from Middle East, especially in key sectors such as oil and gas and Islamic finance. Standard Chartered Bank seems to have cracked to code on how to in-source its business processes with high customer satisfaction.  It seems to doing very well under the direction of a young Englishman, who’s probably one of the best in the region.

Convergsys Continues to Grow Philippines Contact Center Ops

Here’s the Contact Center tidbit of the week:

31 per cent of the Convergys call centre employees are now in the Philippines, with 14 per cent in India and nine per cent in Canada. Just 15 months ago, Canada accounted for 13 per cent of Convergys call centre staff. Then, it had 12,000 employees in 15 call centres across the country. But that changed rapidly as the Canadian dollar rose against the U.S. dollar, reducing the Canadian cost advantage.

The Convergys country manager announced earlier this week that the company plans to hire 6,000 more employees in Philippines because more of their customers are requesting the work be performed out of RPI.

Malaysia Call Centre Business Still Going Strong

As the world economy starts to recover, the contact center industry in Malaysia will have close to 10% growth for 2010, mostly due to expansion of major clients from abroad.

Malaysian contact centers are very focused this 1Q of 2010 in putting into action plans for reducing attrition rate while improving the working environment of their employees.

detailed statistics and forecast is outlined in APRG’s report…

China BPO Market News

Expect more BPO deals coming out of China  this year, we’re already seeing increased investments by US and Indian firms in increasing the investments in Shared Service centers in China.  IBM and HP have been fairly active in January 2010

Noted on the news wires today, China’s  business process outsourcing firm iSoftStone Holdings Limited has closed a round of  financing from notable private equity and venture firms:  led by Everbright Private Equity, financing was also provided by AsiaVest Partners, Fidelity Asia Ventures, Infotech Pacific Ventures, and Mitsui Ventures Global Fund.

India BPO firm wins deal from US Drugstore Walgreens

America’s largest drugstore chain Walgreens has announced a 10-year outsourcing deal with India’s BPO provider Genpact

As part of the contract, Walgreens will move its accounting processes and jobs to Genpact-  abouts 500 jobs will move the to Indian company.

Walgreen’s accounting employees in Danville (Illionois) will move on to Genpact’s payroll within the next four months,  and Genpact will acquire the Danville facility.

2010 Contact Center growth in Philippines – Convergys to add 2,000 people

One of the most respected BPO contact centers , Convergys, is expecting a 2010 to be one of their best years.

According to sources at Convergys,  the company plans to expand its contact center outsourcing operations in the Philippines. The company has already started their hiring engines to source more than 4,000 agents between now and the end of February 2010 for its 12 contact center facilities in the Philippines.

Convergys, which has been seeing increased demand globally for its contact center technology and services, will  surpass 20,000 employees in 2010. At present, they have 18,000 staff.

Cebu Philippines attracts JP Morgan Chase for 420 Seat Call Center

JP Morgan Chase & Co. (JPMC) will open a 420-seat call center facility in Cebu at the Asiatown IT Park in 2010.

JPMC signed a five-year lease contract to occupy four and a half floors or a total of 12,404 square meters of office space at the newly completed eBloc Tower, for their Philippine Customer Care Center facility.

Indian BPO firm IGT investing in a 400 seat BPO center in Manila

One of India’s Information Technology and BPO companies (Inter Globe Technologies – or IGT) that focuses on solutions to the travel and transport sector, is investing $2.3 million in the Philippines  for its first 400-seat delivery center at Upper McKinley Hill, Fort Bonifacio, Manila.

IGT, the first BPO specializing in travel and hospitality processes in the Philippines, plans to invest more and expand its local facility to accommodate 1,000 people eventually.

IGT’s press release states that they “cater to global clients across six continents, and we are building multiple service and delivery centers as part of our global delivery model. Our expansion in Manila is an important addition to our global footprint. It will also help our clients take advantage of global redundancy and service capabilities. “ 

Aside from its first facility in the Philippines, IGT has four facilities in India – two in Gurgaon, one in Mumbai, and one in Chennai.