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BPO Industry Daily

Contact Centers in Spain Adapt to 24/7 Demand

The contact center sector in Spain has seen revenue growth to €2.025 billion in 2025, despite a 4.1% reduction in workforce. Companies like Genpact are responding to the growing demand for 24/7 service by utilizing a mix of asynchronous channels, automation, and outsourcing. This is part of a broader shift towards flexible staffing models to maintain service levels and address high absenteeism rates, which have reached 15.09%.

Workplace Challenges at Genpact Highlighted by Employee Allegations

Employees at Genpact have accused a senior manager of gender discrimination and workplace harassment, with claims of excessive work hours and neglect of employee well-being. Despite complaints filed through HR channels, the lack of response has raised concerns about the company's internal culture and treatment of its workforce, especially regarding women's issues.

Ai Integration in Bpo: Challenges and Advances

The integration of AI into business process outsourcing (BPO) is underscored by efforts to prepare data for large language models (LLMs). Techniques like retrieval-augmented generation (RAG) and semantic modeling have significantly reduced manual processing time. Companies like Genpact are navigating these AI complexities to enhance operational efficiency while ensuring data integrity.

Teleperformance Faces Financial and Operational Hurdles

Teleperformance has reported a revenue decline of 4.60% in the first half of 2026, alongside a drop in net income. Despite this, the company continues to receive recognition for its AI capabilities in customer experience management. The appointment of Benoit Gabelle as the new CFO is part of Teleperformance's strategy to modernize its financial operations and maintain competitiveness in the BPO sector.

Genpact's Strategic Moves and Financial Performance

Genpact is preparing for a shareholder vote on moving its incorporation from Bermuda to Delaware, a decision that could impact shareholder rights. The company has shown strong financial performance with a 7.1% year-over-year revenue increase in Q2 2026, driven by a 24.1% growth in Advanced Technology Solutions. Genpact's robust financial metrics make it a preferred investment over competitors like Skillsoft.

Growth of It and Ites Exports in Uttar Pradesh

Uttar Pradesh has seen a surge in IT and IT-enabled services exports, crossing Rs 1 lakh crore for the first time. This growth is fueled by efforts to diversify the state's technology base, attracting companies like Genpact, IBM, and Teleperformance to Lucknow, which is expected to boost further investments and job opportunities in the region.

Evaluating Bpo Options for Us Businesses

As US businesses increasingly outsource routine tasks, the BPO industry is evolving with a focus on leveraging technology and AI. Genpact is at the forefront of this shift, enhancing efficiency and service delivery. Companies must carefully evaluate pricing, service models, and provider capabilities to select the right outsourcing partner.