The Korea Herald


[Herald Interview] Concentrix seeks to boost service for Korean clients

Global BPO firm aims to double sales over next three years

By Shin Ji-hye

Published : May 19, 2014 - 20:59

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Concentrix, a global business process outsourcing company, plans to double its sales and staff in South Korea over the next three years as local companies’ demand for administrative processing will increase as they expand globally.

“We are very excited to tap into the Korean market, where a number of global industry players are located,” said Christopher Caldwell, president of Concentrix, in a recent interview with The Korea Herald.

“Most of our business in Korea will focus on (providing services to) domestic companies which are doing business in the global markets.”
Christopher Caldwell, president of Concentrix Christopher Caldwell, president of Concentrix

Concentrix, which handles and manages aspects of its clients’ businesses such as web analytics, digital marketing and call centers, launched its Korean unit on May 1.

This move came as its parent Synnex, the U.S. business process services company, acquired IBM’s customer relationship management business, and merged it with Concentrix last year.

Some 300 overseas employees of Concentrix currently serve Korean clients such as Hyundai Motor and Amorepacific.

Caldwell declined to give specific details regarding its sales.

Around 100 employees who formerly belonged to IBM Korea’s CRM unit have moved to Concentrix Korea.

Caldwell said the BPO provider also plans to support foreign-invested companies.

“The Korean market may be smaller than other Asian regions. Still, its service market ranks in the top 25,” he said.

The company will compete with local rivals by providing call centers that offer distinguished services.

“The role of call centers in Korea has been limited to handling (only) customers’ requests or complaints,” said Joo Eun-sim, head of Concentrix Korea.

“For us, call centers are a touchpoint for a company to meet its clients and analyze their needs,” she said.

Concentrix will seek to provide services in digital marketing for clients.

“Korea is the most advanced in tapping digital marketing, and we want to share the expertise with 36 other global branches,” Caldwell said.

By Shin Ji-hye (