Q2: When you talk about Offshoring and Outsourcing what is it exactly that makes
up your core offer and what sort of businesses buy the services?
"Our customers are usually large organisations with international or global operations
looking for outsourced solutions individually tailored to meet their specific requirements.
VIS specialises in delivering contact centre, business process, IT and consultancy
services to these customers to address whatever complex business challenges their
organisations are facing by helping to specify, design, build and manage outsourced
programmes. The objective is to improve their efficiency, reduce their costs and
create unbeatable experiences for the end user, either for internal customer support
or dealing directly with our customer’s customers. We have programmes running that
cover over 80 countries and our expertise is focused on areas like Managed Services,
Consultancy, Data Centre Services, Enterprise Services, CRM & Application Services"
Q3: It sounds like a big operation. How far do your services extend today and what
plans do you have to expand your global reach?
"VIS provide services in several countries including UK, Germany, Egypt, Qatar,
Australia and New Zealand and our expansion plans include France, USA, Canada and
the Gulf region. Our objective is to be our customer’s global outsourcing provider
of choice by delivering the highest possible standards of Business Process Outsourcing
and IT Outsourcing solutions and services"
Q4: Technology developments are continuous, what plans do you have to add new services
to your portfolio in the near future?
"The outsourcing landscape of the world is changing rapidly on several levels. We
are seeing demand changing both in terms of location and in the type of services
enterprises are looking to outsource. VIS is well positioned to take the lead in
new services such as cloud computing, Green IT and CRM and we are doing a lot of
preparation work in anticipation of these developments to make sure we can offer
the best possible services to our customers"
Q5: Vodafone has a lot of subsidiaries around the world. Why did you choose Egypt
as a base to establish VIS?
"The decision was an easy one. Vodafone Egypt launched as a mobile operator in 1998
and very quickly demonstrated a clear competitive advantage over the competition
with its IT and Call Centre capabilities. We also knew Egypt has a very skilled
readily available work force so everything added up to a big opportunity for us
and encouraged our management to enter the market, leverage the advantages Egypt
offers, and build VIS into the successful business it is today"
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Q6: You mention Egypt’s skilled workforce offering you a competitive edge, but what
else makes it work as an outsourcing destination?
"Egypt is unique. Its value proposition includes a structurally low cost of operations,
the quality and scalability of its infrastructure, an abundant talent pool with
the benefit of true multi-lingual skills, government support, conducive business
environment and the list of benefits goes on. In fact, A.T. Kearney ranked Egypt
as the #6 most attractive destination for outsourcing services in the world last
year, which is clear evidence that Egypt is really starting to compete on the global
stage as I think it was ranked #13 the year before. This year Egypt also won the
Off-shoring Destination of the Year at the European Off-shoring Association Summit
so it’s pretty clear we are getting noticed"
Q7: The offshoring industry suffers a high turnover rate in human resources. How
do you manage to maintain the calibre and quality of your people?
"Vodafone is recognised by Nielsen as the best employer in Egypt and this really
helps us attract and retain the best people. VIS also invests heavily in training
and development and we make a big effort to provide them with structured career
paths, a great working environment, international experience and competitive remuneration
which all adds up to a very attractive package"
Q8: People are your main asset but they are only human. How do you make sure standards
are maintained and the quality of services provided is guaranteed?
"This is an area we are very proud of. We are very careful to make sure training,
policies and procedures, adhering to international standards and our own quality
control departments are all part of our approach to what we call Total Quality Management.
The scheme is closely monitored to ensure that we deliver consistently with the
sort of high quality services that our customers expect"
Q9: Security is a big issue for business these days. How do you manage the security
of customer information?
"VIS has one of the best data centres in Egypt, the region in fact, and we enforce
strict physical and data security measures to ensure absolute confidentiality when
it comes to customer information. We also deploy the latest in data security in
terms of applications, standards and policies so we are as secure as it is possible
to be"
Q10: If you put yourself in the customer’s position, why would you choose VIS above
the other players in the market?
"I think there are a number of things that set us apart like the diversity of VIS’s
services, our highly skilled professionals, world-class infrastructure married to
global delivery capability and great service levels. But probably the most attractive
thing would be its very competitive pricing and the evidence available supporting
proven cost efficiencies for the customers we already work with"
Q11: Denise, thank you for talking to us today, before you go perhaps you would sum
up for us with your vision for Vodafone International Services?
"My vision? To become our customer’s global outsourcing provider of choice by consistently
delivering the highest possible standards of BPO and ITO solutions and services"
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