Convergys remains focused on offshoring

Offshore contact centre services will remain CRM and outsourcing company Convergys’ key business focus in Australia and New Zealand, according to the company’s new senior account executive for the region Max Tennant.

“Contact centres will always play a major role in services based organisations. The need will increase as services such as telephone banking and home shopping become further adopted in Australia,” Tennant said. A recent study by Everest Research found that the offshore contact centre market was shown to be in “a rapid growth phase,” with key delivery regions, such as India and the Philippines, experiencing growth rates as high as 25%-60%.

Prior to joining Convergys, Tennant was the managing director of Acquire Asia Pacific, a consulting firm he founded in 2005 to assist the migration of contact centre and BPO functions from Australia to the Philippines.

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