In an extension of a deal established in September 1999, KAZ has won the tender to provide outsourced help desk support for fragrance and flavour manufacturer Givaudan.
According to KAZ Computer Services' director of business development David Knox, the extension to the outsourcing arrangement was a natural progression of the previous deal.
"Like any outsourcing deal, you start by providing the basics. The exciting thing about the latest stage in the outsourcing arrangement is that we will be running the whole of the help desk service out of a Singapore call centre," Knox said.
Knox told ARN that the deal includes the provision of IT services and support for up to 700 Givaudan staff, and a dedicated disaster recovery processor (DRP). The Singaporean call centre will cover Givaudan operations throughout the Asia-Pacific region.
Although Knox believes that it is easier to source multilingual staff in Singapore for the Asia-Pacific region, he also said that it was not much of a concern as most Givaudan operations used English as the lingua franca.
KAZ support services manager Sonia von der Heidt said that the centre's operations were based on KAZ's Australian model.
"Each analyst at a KAZ IT help desk call centre is involved in every customer's environment, so they need to constantly learn about new customers," von der Heidt said.
Apart from covering a range of clients, KAZ call centre operators are encouraged to progress into more strategic and communicative roles, rather than technical positions. According to von der Heidt, the need to maintain extensive client knowledge and healthy career options keeps the call centre's attrition rate low.