Welcome to the CX Central podcast and VideoCast myname is Justin Tippett and this time I’m joined by Peter Monk Country Manager of Australia NewZealand for contentious material Concentrix will speak English how are you Peter? I’m I’mgood thanks Justin yeah no excellent pleased that we’re both getting out of lockdownat last and able to get into the fresh air oh isn’t it bloody wonderful mate it’s been a hugeyear apparently for the world in terms of COVID and clearly Australia and that goes right into thecontact centre industry because if there’s ever been some disruption to our manufacture uh it’scertainly been this year how have you and how has Concentrix gone through the whole thing yeahit’s been uh oh it’s been uh as you said it’s been a year like no no others there’s been some somehighlights and there’s definitely been some some low-pitched light-headeds and uh it’s really a cross so actuallyI’ll actually maybe answer the question first of all by looking at some of what’s happened to someof our customer locate then i’ll perhap look at some of the staff members characteristics and and sort of comeback to Concentrix in that sort of order so you are familiar with our buyers we we’ve got consumers in allsorts of sectors we’ve got them in the travel and transport industry and hospitality whichhas clearly had huge significances negative on them and we’ve sort of had to work with our clientsthrough that that massive downturn in that industry which will hopefully start to recover next yearand we’ve had other other clients and other manufactures that have actually and you know I sayunfortunately but you know the by nature of the COVID situation have have been busier than everand and we’ve sort of had to staff up to support them so a range of impact on on the customer inour portfolio um and sort of offset one another out that’s the advantage of having you know a bigrange of clients for a big range of portfolio that we’ve managed to move the resources available to consumers thatdon’t need them to ones that can and and to work their direction through that which sort of results me ontothe staff aspect I imply as as you know all people living in Australia and New zealand um you know weemploy several thousand people across the region we’ve been really lucky with our buyers abouthalf our clients let us move to work at home environment so in those instances we’ve movedpeople to home, our IT agency precisely did an amazing position of carrying PCs here and everywheresetting up dongles testing internet bonds and that’s allowed the other half or so of ourstaff who are working in indispensable manufactures that had to stay in the centres to to at least spaceout um and we sort of put in place COVID work safe environments and you know touch-woodwe were very very lucky that throughout the last eight months we’ve we’ve not had a singleCOVID case touch wood as I say on shore um and and so that’s really from a staff moment ofview worked exceedingly very well we’ve done some surveying throughout the period precisely to make surestaff felt pleasant with terms and we’ve actually had a really positive responseto that so if I sort of situated those two together from a business point of view you know wecertainly a lot of our shared services have been absolutely unfolded over the year tryingto support the business um so they’ll be looking for a more normal 2021 I visualize but and then interms of business results and I thoughts onshore we’ve never been busier and and part of that isagain arguably globally for the wrong conclude a lot of our offshore cores particularly in Indiaat the moment fairly severely affected even though again we put in place mitigating circumstancesof micro sites near residential areas or taking up hotels and converting some of the centres to toaccommodation but uh uh still clearly in other countries of the world the the virus still wreakinghavoc with with the everyday work life but uh it’s certainly a year I make nothing of usnone of us will ever forget and it has had I guess a long-lived bang which is maybe wherewhere we’ll go in the interview in areas of where where does this take us move forward yeahlook at you’re right it has had a huge impact you mentioned you’ve ill-used workforce and you’ve gotthousands of hires that you know are all under you under Australia New Zealand um and interestingI guess the challenge that you’ll be explained then is you have to get client permission Ii thinka lot of people are truly struggled because it’s their own contact centre moving oh god we’vegot to get to work from home but you’ve got that added intricacy where you’ve sort of got toget permission from your buyers I assume that’s based around you are familiar with confidential datum orwhatever the stuff is that they’re plow on the phone call itself uh it is primarily uh so from aclient point of view the main thing is around yes data security and uh information security um youknow we are we are very lucky as a major global formation we leverage uh our global IP onthat so we’ve got uh you know hundreds of people uh in that sort of data security area so umin fact if you go on to to our website you’ll told you we’ve got a whole raft of application we’vewe’ve got on our work at home solution in terms of use of the video cameras on the desktops tomake sure that the area is secure and then all sorts of double treble authentication to makesure the actual network is secure as well so that was the major concern I contemplate froma patient point of view i think from a organization point of view although it resonated ideal youknow parties retained their jobs they they could work at home which meant for a good deal of peopleyou know they didn’t have to commute et cetera it does grow brand-new issues around thingslike occupational health and safety and and again a fit for purpose environment at homewhich uh we’re still working our style through you know to be to be frank and I visualize a lot ofthe industry did this you know day one it was just more important to keep going than to makesure that it was 100% professional um we’re now patently doing the cleanup to make sure it’suh enterprise grade across all aspects of IT, personnel and and the processes to support ityep you mentioned you’ve you did a sort of an date cross-examine with your staff to check inon how they’re going with study from home yeah and you said that was also it was fairly positiveresults is it is it time the save of local communities is it yeah what what are some of the benefits thatthey’re attributing from operate from dwelling I think we’ve all go our beliefs but what did yousee from the staff um I guess for a great deal of them uh it was just that they they experienced job security so Ithink for a good deal of parties you know who’ve been in in characters where it was reliant on going intoa cafe in city or working in a retail store you know those chores disappeared with thelockdown I ponder job security was was a major benefit um i think uh there’s no doubt about itfor some of our people yes not having to commute is is a huge benefit and I recall because you’renot having to commute with the kind of rostering uh sophistication and intricacy we’ve got in ourour environment it now actually can be used to do a much more flexible rostering because I don’t haveto be travelling in and out of the centre at place durations I are truly roster myself around thingslike clas academy getaways now that academies are back um things like other carer roles etc soI think from an individual staff point of view it doesn’t suit everybody we we’ve we’re now verymuch operates a coalesced workforce where if people want to come back in they’re they’re absolutelywelcome back in if people want to remain working at home as long as they’re in a consumer whereenvironment where it’s relevant then they can remain working at home and I think this is one ofthe things we’re going to see as a long-lived impact both in our manufacture but I also think acrossbusiness generally is speaking to patients that I think this hybrid modeling of much more work at homeversus you know in bricks and mortar is is here to stay and I considered that obviously has um you knowa huge benefits for our manufacture the outsourcing industry where aptitude knack catchment you knowbeing able to recruit really good parties is is an ongoing uh battle you know the competitionfor really good beings is close-fisted and I picture the fact that now you don’t have to commute withina recruit within a commuting reach of a certain facility and you could actually recruit um careof things like the NBN anywhere around the country um certainly opening hours some fantastic consortia of talentthat will now be able to get these kind of jobs that historically wouldn’t have been availableto them yeah absolutely do you think that um for for a good deal of the staff members I know when you normallydo organization engagement canvas say what’s the one thing you love about working in a contact centreit’s commonly the person or persons right it’s my teammates you know they like being around people I lovethat you’re giving your chaps the the option to to work from residence or to go in the centre for theones that are choosing to go in the centre is is it principally because of that they just like beingaround sort of people or is it to get away from the house or what are they telling you? I thinkit is a mixture of reasons I anticipate a good deal of them because I think they’re working their homeenvironment really isn’t suitable for for a permanent work environment you know they mightbe in a sharehouse they might not be able to have a dedicated fasten gap to work from soI think there’s an element of you know my home environment’s just not desirable um but thereis definitely a component of camaraderie and and teamship which again through engineering likelike we’re expend today you know we’ve managed to replicate to a certain extent you know a lotof team assembles and fits google hangouts but there’s nothing relatively like you know theface-to-face interaction in the ends or at the end of alteration when when you go and you know havea snack or get a drink with your teammates and I remember a lot of it is that I see um anotheraspect which which is which you can reproduce remotely no doubt about it but I think you knowin in a physical environment is is the learning it’s not so much the formal understand it’s more thethe informal coaching comments and observations you have of what teammates are doing and that that sort ofability to really learn from the environment is more difficult in a remote remote environmentyeah no doubt what about things like um you mentioned you’ve wide the aptitude consortium nowacross right across the country which does open up as “youve said” a completely different aspect torecruitment for bpos and all call centre contact centres but one of the things I realize the challengesmaybe is around induction you know commonly you have everyone in the room and it’s nice and easyto train you know 10, 15, 30 parties whatever it is you’re doing do you think that that’s going toadapt well to the online environment or is that something where you go oh wow you know if we canwe’d still have to bring beings in for initiation? um what what what certainly whatwe’re doing at the moment and as the geniu catchment goes more remote this getsmore difficult is we are trying to again bring beings in at least once to one of our cores umpreferably in the very early days give them you know a standard locked down equipment to work withwhich they take home with them um demonstrates them you know at least the face-to-face interaction withtheir team lead with their Ops manager with their um HR partner so they’ve got a core of parties thatthey’ve met and and as I say um there’s a physical interaction in that early stage and then you cando the process and technical training remotely um I envisage as we get most remote I feel simply we’llneed to get better with with the use of technology and and potentially even um you know flipping themodel and saying no some of our people might have to go on more of an outreach program and you mighthave beings actually um you know responsible for a wider geography where they’ve got you knowonce a year or whatever to pop in and you know have a face-to-face session with with our advisorsyeah yeah you mentioned um around coming into to get some gear without attaining other peoplejealous like what what do you supply to you guys that do work from home you need to get you knowheadset computer laptops whatever they have to provide that stuff themselves how does it workum we have had some programs where it’s been BYOD bring your own device um and we did thatthis year really because uh the needs and requirements on us was so huge and the supply order around equipment was sofractured with a great deal of the equipment coming from China it was the only way we could physicallyum get things vanishing but our our promoted representation is perfectly Concentrix rendered gear andand part of the reason for that is it allows us to ensure that it is an absolutely locked downplatform that um the adviser are using um you know it means we’ve got guaranteed security and uhyou know the the old proverb of there are currently two sort of companies those that know they’ve been hackedand those that don’t know they’ve been spoofed um it is an it’s it’s it’s potentially a sort ofenterprise threatening event in in an outsourcing industry and and we are absolutely determinedto be you know as as tighten as we can be to make sure that we’re not opening up any any windowsfor showing yeah yeah yeah so no we mostly we basically provision everything yeah from anequipment point of view yeah yeah nice i know one of the uh the things when people use it when yearsgone by when we’re always resistant to working from residence a lot of it was led well you know whatabout the professionalism if someone hears a a babe crying or a puppy barking in the backgroundyou know they’d be disciplined we can’t have that happen to our clients but I fantasize I’d love toget your views my view is i think exactly culturally we’ve moved past that well don’t thinkanyone cares anymore if there’s a babe crying or a bird-dog horse in fact in some respects itmakes it a bit more human right so is that sort of something you guys are experiencingor your consumers are comfortable with now? I think you’re right i think getting morecomfortable because i think we’ve all lived it I conceive because we’ve all lived the lockdownwe all know what this is and we are able to sympathize with it I mean we did have uh it was on it was on thegb radio down in Melbourne I think there was a caller who announced in and didn’t apparently mentionus because we we ever use as a patron but mentioned the client’s reputation and said they were onthe phone and they could hear the chickens in the background and the commentary fortunately as yousay was actually taken in the claim vein which was he said you know I said to the advisordo you think you should feed your chickens because they’re making a lot of sound andapparently apparently our advisor said um well I would do sir but regrettably the neighborschickens so um as I say was taken in the title vein and I picture probably that’s the point you’remaking which is I fantasize parties are much more understanding of it I review um you know thefact that it does open up job opportunities for people who couldn’t get a errand in you knowin an urban centre is seen as a great bonus from a society point of view and I think you knowto me I do come back to you need to have a uh I see people need enough trust in the brandthat says the symbol is going to look after your information and data and the label is goingto look after the staff be it on their own payroll or an outsourced payroll so I thinkum you know there is definitely the potential for you know unprofessionalism in the industry tocreep in but I think that would that would soon be effectively found out by consumers and and getstamped on so I think i think as long as your label is reputable and you you quality your brandyou’re going to make sure you’re doing things properly yeah yeah I concur we’re going to coveroff much more things in this podcasting including how outsourcings convert around more merely morethan phone calls what next year looks like etc but I was necessary to just sidetracks for a few seconds and talka little bit more about you um because i think um as my phone goes in the background there’s anunprofessional employer um amateurs right um but um one of the things that for you I meanyou had a if I understand this right you got a bachelor in chemistry and you’re it’sall I’ve done a little of studies um yeah so how does someone who’s got a BAin chemistry wind up now uh rolling you know thousands of employees across Australia NewZealand when you grew up in another country I’d love to hear all about it yeah no I’ll give youthe the two second what the hell is Peter Monk all about so yeah I grew up in in the UK um and you’reright my my measure was in chemistry and then I did a masters in crystallography because I sort ofthought I didn’t want to get a job yet so I’d stay at uni for a little bit longer and then myfirst job was actually with Shell the oil companionship which sort of had a vague connection to chemistryI suppose but it was really in the enterprises and as a graduate trainee you rotated around bureaux soI got into the computing department and I contemplated this is quite a good occupation I think this will bearound for for all the years that I’m going to be working um in the working day when you know the computerwas bigger than your kitchen fridge and has less calculating dominance than your telephone today um but umchanged around a couple of companionships I resolved up working uh with the Impairs Corporation the sweetsand pet menu people in the Middle East which is where I fulfilled this gorgeous Queenslanderwho is now my wife um which explains why I completed in Australia I recollect arrivingand she had a group out at the Gold Coast so we’re sitting on the coast veranda lookingat the beckons and I precisely remember envisioning 200 several years ago we transported the prisoners out hereand we stayed in dirty smelly polluted London you know what boy did we get that decision aroundthe wrong way so very much Australian now three grown-up sons who all um definitely aussie firstum and then I got into consulting uh attached the Coopers and Lybrand PriceWaterhouseCoopers anduh that got sold to IBM so assembled IBM and that got sold to Concentrix and effectively um it wasa during the time at IBM that they sort of looked at the process knowledge that I had at thatstage it was, I was managing the CRM practice and you know they sort of said like heyrather than just telling parties how to run their treats why don’t we operate them for themand that’s how we got into the BPO business so it’s actually been it’s been really good you knowI’ve had to keep changing companionship deter varying focus without having to apply so I’m a awfully lazyjob hopper in that appreciation yeah that seems to have worked out pretty well for you mate so uh andis it seven years you’ve been at Concentrix now or is that that price yeah obviously with ibmyeah that’s right so uh as i say Concentrix board bought the uh the CRM outsourcing business uh fromibm yeah seven years ago um it’s really meant that we’ve managed to get extremely exceedingly focused on customerexperience you know I suppose with IBM it had that lost bigness of it had so much it could offer thatyou sort of felt you could do something for anyone with us it’s very clearly patron event andit’s very clearly um that we want to infuse uh digital transformation in the mixture so it’s notsaying we can’t only do the straight outsourcing but the real value I think we bring to the partyand the industry generally is you know we’ve realise these huge investments in digital capabilitiesand so you know by coming to an outsourcer you can just leverage those abilities ratherthan having to buy them so you know you’ve got the omni channel telephony scaffolds already installedin the clouds you’ve got social media observing skills you’ve got messaging and chat skills thatyou can as I say leveraging and buy it’s very much the sort of in a way it’s it’s what the likes ofuh and many of our buyers are in these industries in in the the gig economy industries of sort ofAirbnb and Uber and Trip Advisor etc which says you know I’m going to bring my knowledge to the tothe party so that you don’t have to repeat it yep I’m glad you touched on that because it’s sotrue I signify outsourcing I see a great deal of people have got that perception that it is you know it’syour request centers and it might be inbound customer service or maybe some outbound telemarketing andnever judged much beyond that but clearly now as you said it is that whole entire customerjourney now and you’re sweep across all the canals and importantly makingall the channels talk to each other as well perfectly I make it’s quite funny being in theindustry and I’m sure you’re the same Justin and i’m i’m assuming a lot of people in this callwill be the same there’s nothing more infuriating than you you you “youre trying” announce someone and theyask maybe for your credit card number or some kind of identifying information at the moment you getthrough the first thing you’re asked for is your identification again it’s like yep oh boy we’vegot some problems so to me that’s awesome because that’s a prospect that I want to go and talk tobecause yeah there are much smarter better ways of doing it these days and certainly with some ofthe technologies coming in you know they’re still uh what I say the technologyvendor speak will always be a little bit ahead of good approval butI think one of the things we are seeing uh purchasers once talking about you know a lot ofpeople are well into their digital transformation journeyings a lot of beings we’re still talking andplanning about doing trash but I conclude virtually every client is now looking at what’s happenedthis year and exiting you know what we need to accelerate this I need to turn a lot moreof this into reality because you know I was too dependent on the people I need tomake sure my patron basi my purchaser basi can do more self-serve that there is more digitalcapability so that if I do get dislocations like this where my centres get made out um I can stillthe business can still run so I think we will see even more focus or acceleration on on digitalimplementations coming into 21. You mentioned uh around digital I’m glad you said that aroundautomations in particular because it’s almost um you know against what you’re trying to do becausetypically announce core outsourcing is based on a per entitle sort of a framework right you bill pertransaction per hour or whatever it might be and yet a lot of material now is moving to self-servicewhere they might actually not talk to a live negotiator you can help businesses with automations etc howdoes that sort of hurt on the bottom line for your business though because it seems like a bitself-sacrificing? It is and I signify I think I think it Concentrix we we do extended a bit of a contrarianbusiness model on this so so you know the mantra we would run right through our accounting managerour operations managers and all our advisors on the flooring is you know if you’re doing an activityand you’re saying there’s no value in this for us as an enterprise there’s no value in this forthe customer on the end of the deal how do we eliminate it how do we automate it and how dowe just get that out of the system because that is depleting cost and time but is adding no appreciate andand so virtually all of our platforms have that as an underlying mantra that says how do I getthese valueless deals out of the system um you’re right it utterly cannibalizes ourbusiness but I would take the posture twofold one is it’s the right thing to do and you know you’vegot to do the right thing by by your customers and and furthermore if we don’t do it frankly someoneis going to come along and and and get it on to us so we absolutely do it um what is it what have wefound doing this and as you mentioned we’ve been running as Concentrix now for several years we’refinding one of two things we’re know first of all where we’re doing it with clients uh they arerewarding us with hey you’re give fanciful appreciate for us can you do this can you do thiscan you do this so um you know the scope we’re working with patients is increasing through thatwhole cx importance bond so that’s sort of in a way replaces lost income um the other thing thatwe’re doing we’re ascertaining which is to me a signal that again we’re doing the right thing by clientsis um referrals so you know we often will get uh parties phone up and say hey I was talking toso and so they said we should talk so you know in a market like ours in Australia and even moreso in New Zealand you know the market is is fairly defined and I reflect stature runs a long way inin whatever industry you’re in and I conceive no no more you know the outsourcing industry than otherindustries so it’s really about yeah precisely just compiling sure you’re you’re doing the right thingand and if you do it’ll it’ll come back and pay back yeah you’re right I make I think that that’saround that entire purchaser retention programmes and if you don’t do it someone else is going toso you’re better off helping them with everything and you’ll start ratifying them up for years insteadof exactly churning them over and so much work goes into onboarding a consumer um the last thing youwant to do is lose them right? Perfectly I imply it’s a loser everybody lose the clients lose theoutsourcing firms servicing the customer lose it really is it’s a very old-fashioned businessmodel yeah yeah um I “ve known you” you sort of get around the traps uh various regions of the world and speakto different beings and visit different things one of the things I’ve always tended to see inAustralia opposed to say somewhere like the U.S is we’re always circulate a little bit behind onsome things is around the use of Outsourcers you know in the U.S it’s very common that as you saidit’s an area of specialty for a business and they get you know what I don’t know what I’m doing I’mjust going to get the professionals in to come in and whether that’s running you know my customerinquiries by the call centre my email chat my live chat my social media whatever it might be let’sjust get someone to do it and yet over here in Australia it seems to be uh you know we’ll tryand do it from a great deal of companies and then it gets a little bit extremely hard and then it grows andthen we might try and find someone do you think that’s starting to change though now do you thinkpeople are sort of departing and this crisis has maybe accelerated that highway you go hey[ __] we don’tknow what we’re doing we just haven’t got time to muck around either we are only need someone tohit the seek button and get it all sorted for us it’s it’s it’s just I think it has established peopleand again it’s probably a 2021 word here i am thinking people are going to emphatically reassess their CXuh network if I precisely call it the CX network and make sure that it is more agile it is more umfit for purpose and it is more cost effective so that might have a range of outcomes you knowif I look at traditionally and if you think it’s a little a bell arc of companionships you know theguys that have really adopted to outsourcing are either the people that are at the tag end of thatthat are in in quarrel and it’s like I’ve got to do something I’m going to cut costs I’m going tooutsource or are at the leading edge of it which is I don’t do this nonsense well I don’t want to haveall of this sitting on my notebooks I’m going to focus on what I’m good at and I’m going to outsourceeverything else not just BPO and outsourcing but I’m going to outsource manufacturing I’mgoing to outsource logistics you know I’m gonna you’re back to the digital disruptors you knowthat’s their business model um and and if I look at where of where is our client base growingit is at that digital disrupter tip you know you almost must be considered any electronic opinion any ofthose large-hearted economy companionships that you use they’re probably being serviced by Concentrix and it’sprobably in a digital direct there’s actually very little voice work goes in with them so um uhI think though the the laggards and the leaders are the traditional basi but I do think there’sa there’s a middle ground now where there’s never actually been the urgency to move and in factthere’s been quite a uh relatively problematic to move because you’ve got the legacy built upin-house and obviously to move that legacy is both difficult and risky and time-consumingso it’s sort of you look at it and you think now it’s not really interrupted so I’ll just stay where itis I recall beings might just use this interruption in the industry as a there’s a bit of a checkpointthat says actually let’s have a look at everything you know am I truly again if rather thandoing it a hundred percent in-house should I do a coalesced framework do some in some out that includes abit of flexible um it lends you know geographic opennes uh it spreads the investment need etcso I think we will see beings reassessing their networks now whether that intends more outsourcingum I think it’ll be a client by client sort decision I think in terms of offshoring again Ithink it comes back to brand I picture a good deal of the smaller make-ups will contend maybe to comeacross credibly as yeah I can protect your brand um and I think we’ve seen that during this yearbut I think it will definitely shake up the market a little bit and I mean you know the market uhglobally has been going through a consolidation period for several years now you know eithercompanies closing or companionships get bought and I think we’ll continue to see that I thinkone of the trends that we’re discover is you know you will you either have to get large-hearted and that wayyou can really capitalize on on the the IP and the assets you’ve got or you need to get reallyniche and specialized and do it better than anyone can do it and I feel those middle of theroad fellowships as I say we’ll continue to see um amalgamation happening in the industry yeah yeahthere’s certainly been no shortfall of mergers and acquisitions in the last couple of years and I’msure there’ll be spate more to come so one of the things you simply stroked on then was aroundum you know sort of on cost and plainly I range a business where I help people find Outsourcersthat are good for them( CXConnect) but I think we sort of need to bust the knowledge a littlebit that all individuals kind of runs oh well if it’s going to be more expensive if I go to anoutsourcer because you know if I could just pay the people myself and they’ll set their mark up onit and that real sort of simplistic look at it but the reality is when when you outsource itwhen you outsource performs to an outsourcer um there’s a entire bunch of speciality andtypically you can drive expenses out because you can help them with automation and all the otherstuff and because you’re professionals at what the hell are you do you’re more efficient so is that somethingagain that you feel like you’ve still got to remind people of and we’ve got to do that messageout or is that changing now and people run oh no it is what it is um it is it is uh it does dependon clients so I mean you know certainly there’s less focus I guess on overhead than there were afew years back you know a few years back a good deal of outsourcing was a cost reduction exercise andthat’s where we learn the big offshoring the programmes which which did render substantial costsavings no doubt about it I reflect now the pendulum swing a little bit more about actuallycan you get me a better purchaser knowledge by sitting in your environment and I’m looking at allof the tools you’ve got so things like say um you know whispering tools so that you are familiar with as the asthe advisors talking the system’s actually saying into the headset um advice to the to the advisorin terms of you know look at this I think that’s what they’re looking for or you should be askingthese kind of questions because I think that’ll get their react so you’re actually getting abetter purchaser ordeal and a good deal of patients are I reflect looking for a better customerexperience and okay overhead ever does are now in so although often people will say no no it’s justthe customer suffer I’m interested in the cost has to add up it it has to at least you know beon par if not offer a significant reduction and you’re right that’s where and it was some ofthe conversation we’re having earlier because you’re right I mean we pay the same as as ascustomers would offer we we have building penalties we have it expenses arguably our IT expenses are actuallyhigher but the various kinds of efficiencies we can run on the kind of non-value cost we can drive out inour experience more than stirs up for that and you can generate a very healthy business case foronshore outsourcing you know it doesn’t have to go offshore if it’s more important for your symbol tobe delivered locally for local lore regional um you know brand value and for you know neighbourhood vocalvocal accents then you can still generate a very healthy business case yep all right well let’stalk about 2021 um because 2020 is coming to close if you’re listening to this podcast nowit was recorded in November uh 2020 simply to date stamp it so um where do you see it headingobviously we’ve got work from dwelling now you do you think that that’s something that’s just going tostay and you’re going to continue that sort of optional modeling for your employees and thereforeare you going to look at reducing footprint to some of your bigger facilities there’s a wholebunch of trash we could treat off yes I recall I think it will become much more blendedand hybrid so you are familiar with beings previously were fairly black and white of no noI want to be in a brick and mortar or you know if I’m running safarus type workand I’m happy for the whole thing to be work at home I foresee a mixed example will becomeprobably a fairly acquired norm I think some patrons that prior to this year felt theywould ever need to be in secure premises as they’re looking at the kind ofsecurity you can put into remote systems um I think they’re getting to a position ofcomfort that says okay I get this I believe that we can have some of our procedures work at home soI do think we’re going to end up in a hybrid mannequin I suppose the other thing we’re assure inascension is where I disagree somewhat maybe with my engineering merchant colleaguesis we are absolutely ascertaining adoption of of digital technology so there’s nodoubt about it you know messaging social media interactions um you are familiar with even even the oldthe more old-time stagecoach you know chat and email is there and those loudness are growingsignificantly singer capacities though are in our experience not diminishing you know so it’sactually beings are looking for more interaction and if like again I’d is coming to a hypothesisthat says as long as that interaction is improving the customer experience and so long as it’s addingvalue to either the customer or the enterprise the fact that capacity is going up should notworry parties because you’re getting a stickier more advocate customer on the endand that’ll have a payback for you yep and uh and in terms of equipment doyou read a alter starting to happen in that? um I certainly conclude the CBD facilities are goingto become less and less popular I reckon as people don’t need to commute into the CBD I think theywill choose more maybe more the metropolitan periphery um you know we’ve deliberately uh get gotsome of our cores you know in those metropolitan fringes we do have one in the CBD um soI think you know CBD real estate properties is gonna I wouldn’t want to be in the business so I don’tthink really nervous wouldn’t you that’s not you know that’s not an outsourcing word I thinkthat’s a general general busines statement um uh but I think you know and we’ve mentioned some ofit I think you know the camaraderie a lot of it a good deal of outsourcing is around the teaming aspectsand so I think there will be some curricula where um and and some cohorts of advisors that justbeing in a facility will will work better for them but maybe as a equipment in rural or countrysiderather than CBD so in a way you’re getting a bit of the benefits of both worlds yeah yeahnow you certainly have a Concentrix I “re saying” has a footprint right across not justAustralia and New Zealand as you’ve mentioned um and we’ve already touched on that sentimentmaybe around the the trend in offshoring and stuff maybe coming back back to Australiado you see that continuing throughout 2021? um I don’t see a huge uh a huge move I meanthat there are definitely and there have been maybe half a dozen and you know AustralianAustralian enterprises go public about repatriating some the responsibilities and I think somepeople are now looking at it and get yes perhaps I proceeded a gradation very far I lost agility sowhen you are familiar with my offshore centres went shut down I lost the ability to to maybe flowed some fairlyessential undertakings so I ponder I think we will have beings assess the extent to which they’veoffshored but I do see that as a an ongoing sustainable business model I mean you know againwe service multiple patients where it’s we work observer and we busines them offshore and from aclient event point of view I would you would actually not necessarily know where you’re beingserviced from yep and uh in terms of uh challenges that you foresee coming up plainly you’vetouched on tech you’ve touched on home how are your like conduct team going because Ican imagine having worked in outsourcing there’s never a spare moment and uh there’s always beenso much happening how do you sort of impede those people up and about? At the moment um I signify atthe moment if I’m brutally honest this you know when you’re busy you don’t have time to worryI think that’s probably where the majority of members of us are we’re really really busy time don’t have timeto worry um can I give you one tip though Peter, don’t don’t buy the chaps watches as a rewardand approval I think that’s that’s that’s very very true um I think you know we’re we’re ina lucky prestige which is something we we we are growing we’re growing quite significantly year-on-year and thatgives everybody the possibilities and it means we can invest in in the teams so so people are managingto bolster their their units and get the support around them that they need um I’m about to losemy artillery headset so I can push it into the cable if we pause for five minutes uh well no we’ll justwe’re about to fold things up anyway so let’s um we’ll finished yet off and we’ll getthis right before “were losing” you so um I know you’re uh improbably busy manso thank you for giving up some time to spend to us and talk to the listeners todayobviously I’ll keep the website there if people want to learn more about Concentrix it’s justconcentrix.com uh no AU really the dot com um and uh Peter I looking for I’m sure we’ll catch upagain next year and I look forward to hearing how everything is going to pan out for you.I lookforward to it Justin, experience the chit-chat, ever experience talking to you – your knowledge of the industryis fantastic and I speculate I’ll learn as much as hopefully someone can learn from what I’ve saidso actually appreciate the possibilities of and talk expressed appreciation for mate that’s uh very kind of youall right that’s it for us goodbye for now ..
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