BY STAFF REPORT
New York-based customer analytics specialist iQor has acquired Panama’s BPO firm CCT Group, expanding its footprint to Latin America and the Philippines.
CCT Group provides contact center and business process outsourcing services, with call center sites in Pampanga and Davao, Philippines and Panama City, Panama. Financial details of the deal have not yet been disclosed.
The acquisition, according to analysts, will help iQor broaden its technology offerings and access wider market for its big data analytics service. “The acquisition of the CCT Group is part of our strategic plan to apply our technology-enabled solutions and deep analytics capabilities to a broader platform,” said Norm Merritt, President and CEO of iQor.
“We believe acquiring CCT will expand our abilities to offer our respective clients a wider range of technology-enabled solutions and Big Data analysis into the increasingly complex customer experience.”
iQor has made the acquisition through the CCT Group’s majority …
The Philippines is now the world’s leader in business support functions such as shares services and business process outsourcing after effectively overtaking India in these categories last year, according to IBM’s Latest Global Locations Trend Annual Report released recently in New York.
The 20-page report, launched in October but was only made available online last month, said it was the first time that India was not in the leading position for these activities. India now ranks No. 2.
“The Philippines has taken over the lead in the global ranking from India, after having challenged the top position for several years,” the report said.
It said the Philippines offered a similarly attractive business environment for international businesssupport functions as India, but has not had the same labor cost increases as have occurred in various Indian “hot spots” in recent years.
An Ottawa customer service centre is laying off 800 people, moving work to the Philippines. Convergys notified employees of the layoffs on Monday, after AT&T in the Unites States cancelled a contract with the company.
Employees will keep their jobs until April 18, when the contract officially ends. The move will leave only 100 employees working out of the company’s office on Heron Road.
Convergys confirmed the layoffs in a statement released to CTV Ottawa on Tuesday. When contacted for further comment, company spokesperson Amy Williams said: “I have a meeting to go to. I have nothing more to say.” Outside the company’s office on Heron Road, employees said they weren’t surprised to learn they’d be losing their jobs. “I’m not surprised. It’s the way this business is,” said one worker. “I’ve been laid off before; I’ll be laid off again,” said another.
Employees told CTV Ottawa they were told the …