Consolidated Gulf Co. (CGC), an ISO 9001:2008, ISO 14001:2004 and OHSAS 18001:2007 certified technology conglomerate in Qatar, has announced the launching of its Business Process Outsourcing (BPO) services for corporate and industry, enabling them increased flexibility in their resource management, focused approach, reduced response times to major environmental changes, enhanced productivity and costs savings.

BPO simply means the contracting of the operations and responsibilities of specific business functions or processes to a third-party service provider. It can be categorized into back office outsourcing, which includes internal business functions such as human resources or finance and accounting and front office outsourcing, which involves customer oriented services such as contact center services. Some common examples of BPO are call centres and payroll outsourcing.

Anil Mahajan, COO, CGC, announced the company's BPO venture at an exclusive press meet at the CGC premises in Doha on Thursday 28th April 2011. Ravi Raman, Vice President, Oryx Advertising and CGC's BPO Services BU head Avinash Mathew were among others present on the occasion.

Addressing media persons, Anil Mahajan, said: "Qatar's fast economic growth and development, ever-expanding market and technological advancement have created tremendous opportunity for companies like us to take lead in providing innovative and personalized services as per industrial needs. Inspired by Qatar and its energetic, ambitious and visionary approach, we are very excited about our expansion into BPO sector and see this as a significant step in the ongoing growth of our existing delivery capabilities. While excellently handling diverse range of services and multi-lingual customers for CGC retail and distribution, telecom, TETRA, CAMS and other clients, our BPO unit has accumulated all wherewithal required to expand out and capitalize on with our solid infrastructure, trained personnel, domain expertise and vast experience to serve the industry.

He further stated that CGC BPO will offer multi-lingual services in Arabic, English and other major languages across several industry verticals, providing operational excellence, customer support services, deep industry and functional knowledge to critical business processes, allowing client to focus on core competencies, without being burdened by the demands of bureaucratic restraints, save cost and time in handling non-value adding administrative processes and invest more time and energy in building the firm's core businesses and create a competitive edge.

CGC BPO services would benefit clients in various industries - Retail, Insurance, Banking and Financial Services, Telecom, Media, Publishing & Entertainment sectors, Hi-Tech & Manufacturing, Public Utilities and Healthcare. The company will also offer various areas of operations including Supply Chain Management, Finance & Accounting Services, Knowledge Services, Customer Relationship Management, Technical and HR Support Services. The services are tailored to suit each client's specific requirement and integrated to provide end-to-end solutions via multiple delivery centers in Qatar and India. Perceiving huge BPO potential, we expect that the new venture will reinforce our footprint in the country and set forth CGC's expansion into new markets, he added.

Detailing on BPO offerings, Avinash Mathew said that enriched by serving CGC's vast technology, marketing, sales and support channels, CGC BPO is ready to deliver excellence, enabling valued clients to reduce the amount of time spent in non-value adding administrative tasks, thereby, enhancing their productivity. "The BPO services are particularly significant now as the economic downturn has forced businesses to innovatively leverage outsourcing to protect and grow their turnover. We believe that this challenge makes our BPO offerings relevant and meaningful to a diverse set of stakeholders in a global business across sales, marketing, supply chain, logistics and customer services. The hosts of services include customer acquisition order management, provisioning, number portability, customer services, profiling and retention, billing management, collection, data analysis, retail customer relationship, order and loyalty management, pre-media services, pre-press services, content management, lead qualification, quoting, pricing, service revenue assurance and channel partner support. We thank Oryx Advertising, Qatar Green Building Council and other esteemed organisations for their confidence in the quality customer services we provide to our clients and look forward to leveraging our best practices, proven expertise and technological excellence to contribute further to the development of businesses across industry verticals in Qatar and beyond."

Ravi Raman expressed happiness to utilize CGC BPO services: "We are proud to be among the first clients of CGC BPO. They have developed a robust, scalable and customer centric programme for our subscription services. Thanks to their expertise, critical areas like customer contact and marketing, call centre operations and more importantly delivery mechanisms will be effectively managed which allows us to focus on our core business of producing superior magazines. This partnership will allow us to welcome many more readers and build a long term bond with them."

Mujeeb Mohammed of CGC CAMS (Centralised Alarm Monitoring System) BU thanked its sister business unit for efficient managing of emergency calls thus playing a vital role in the MoI and Civil Defence efforts to protect lives and properties. "Our BPO unit has done exceptionally well, providing us back office support as well as reaching out to new customers from various sectors of Qatari economy."

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