Internet & High Tech

The internet high-tech sector accounts for significant part of our global BPO revenues and we work for some of the world’s most valuable tech companies. This means that we have the long-term experience, global footprint and some of the best people to deliver amazing experiences that your customers will love – combined with agility, innovation and resources to deliver the total reliability that you’ll love too. And, we’re a leading outsourcing partner for the industry. So, whether you’re a dynamic fast-growing start-up that’s going places or a well-established brand, you’re in very safe hands.

This year, the global information technology industry is on track to reach revenues of $5 trillion (IDC) as our jobs and personal lives become more digital, more connected, and more automated. Waves of innovation build over time, powering the technology growth engine that appears to be on the cusp of yet another major leap forward. We’ve been partners in this industry since the mid 90’s and can count some of the world’s most valuable tech companies as our clients – this takes a certain agility and a very particular drive. And proves our belief in developing long-term relationships built on trust.

The internet high-tech industry continues to disrupt many of the more traditional industry verticals – like retail, transportation, banking and financial services and insurance. We’ve seen that our broad, cross-industry knowledge can create exciting cross-pollination between different verticals – a good example of this is FinTech, where we can leverage our experience of working for banks or digital travel platforms which complements our work with more traditional operators.

In fact, many of our clients are globally acknowledged to be cutting edge when it comes to Customer Experience. They differentiate themselves through the amazing service they deliver to their customers. Customer centricity is part of their DNA, and they expect us – as their strategic partners – to share this same drive for customer excellence and continuous innovation. Naturally, this can often be operationally demanding, for example the challenges of rapid scale-up/down to meet seasonality. But it’s rewarding too, because we’re learning and growing together with a shared goal and ambition, keeping us at the very top of our game.

While there’s no doubt that the industry thrives on change and rapid growth, this generates some unique challenges too – especially if your goal is to ensure that customers receive the same (consistently fabulous) customer experience across the world, in their own language across all channels. Whether this is for customer care, technical support, content moderation or online advertising sales services, there are five key factors that come up again and again:

Rapid Growth

Managing rapid global growth – especially for ‘born digital’ online platforms – can be particularly tough. Different cultures, multiple languages, recruitment challenges and seasonal sales cycles throw up all sorts of demands – usually simultaneously! Thanks to our unique global delivery capabilities, we are a key partner for geographic growth in any country you need. See how we can help with getting my outsourcing strategy right and scaling my customer services internationally.

Cost Control

Driven by high costs in geographies like the US and Western Europe, global cost control is a key factor for both established brands and new kids on the block. This requires the right balance of onshore, nearshore and offshore locations expertly combined with technologies that can significantly improve service delivery – most commonly, automation, but also specialized solutions like multilingual software which we use to augment our ‘people power’ (which is the central part of our offer).  See how we can help with improving the experience for my customers while managing my budget, by combining the right people, processes and technology.

Complex Product Portfolios

Connectivity between products and services from different providers is becoming more and more complex. As a result, customer support needs – especially from home network customers – are starting to blur, so that service boundaries aren’t always well defined. In response to this, we’re developing specific centers of excellence for technical support for key markets in nearshore and offshore locations that deliver the best talent profiles for the job. Also, we’re leveraging our technology solutions to support the front line. See some of the possibilities of digital customer experience driven by humans: digitizing my customer engagement.

Total Reliability

Amongst all of this change, increasing complexity, rapid growth and continuous innovation, there’s one constant that all of our internet high-tech clients seek – total (operational) reliability. You’d think this would be a ‘given’, but it’s not. Especially on a global scale, across multiple markets, cultures and languages. Which is why, over many years, we’ve developed a finely tuned model that ensures the combined benefits of Centralized Management, Global Operational Excellence and Local Delivery. It’s why we’ve been able to seamlessly launch new services at scale – for example, to address the key industry concerns of trust and safety with content moderation and content curation. See: ensuring user-generated content on my platform is safe and compliant.

Social Responsibility

Great customer experience goes hand-in-hand with our responsibilities to our people, our environment and our local communities. Our goal is to provide a worldwide framework to ensure consistency, with the flexibility to adapt this to particular local circumstances, being especially sensitive to the many different cultures and traditions that make up our global family of 48K+ people. This covers: our shared values (Creativity, Excellence and Respect); personal development opportunities; ethics/code of conduct; our approach to diversity, inclusion and well-being at work; sustainability; and community initiatives. Some particular examples of best practice include: our membership of the Global Impact Sourcing Coalition (GISC); the work of the Saham Foundation, which has supported Healthcare, Education and Social Entrepreneurship programs in Africa since 2008; and the many community-based initiatives championed by our local teams across 100+ locations in 28 Countries.