Latest News  

Exclusive OT print issue: Ericsson - Predictive, not just proactive

New industry standards change the corporate service mentality from being proactive to being predictive. And growing 15-20 per cent each year may mean expanding local activity to a smaller city as well, Liam Coffey, Ericsson's vice president and head of Global Services Support Center Romania tells Outsourcing Today.

2016-04-18 13:46:31 - by Bogdan Tudorache

What are the main services offered from the Romanian-based Global Support Center?

We are managing ICT & telecoms networks globally from Romania, but as we go more into the future, we're more involved into more domains, such as transport, broadcast, industry and society - smart metering for example.

We're no longer just focused on standard telecom and ICT, but we're into the "Networked Society".
In the past, all of these service centres have always dressing up into some form of ‘fire fighters', but starting with the past five or six years, we like to see ourselves as ‘smoke detectors'. This is more about seeing the problem coming and taking action to limit the impact on the end-customers. This is no longer about meeting KPIs, it's about what happens with end-customers, in terms of their experience with the services provided by our people- telco operatives or Industry and Society.

"Smoke detecting" for us means that we have to have a real time view on the network – both from a point of view of what's happening on the lines, and what's happening with the service, the impact that's having on the end users.

At the Mobile World Congress has been a lot of talk about end -users and customer- centric managed services. And that's what our customers are focused now: end-users experience.

Years ago, during the mid-1900s, I worked in Hong Kong. It was a period when mobile portability came in, and Hong Kong was one of the first countries to launch it. As users could have changed operators easily, they started paying more attention to the quality of the services provided, to avoid the churn. For example, a lot of people in the beginning of the mobile era did not change numbers because it was complicated: you had to get a new number, to tell everyone your number…but mobile number portability changed all that.

When did you come to Romania?

Ericsson's centre started in Romania in 2007 and I came to Romania in 2012, and even if I was living in Hong Kong previously, I moved to Delhi, India, for a couple of years to help build up the centre there.

Ericsson Telecommunications Romania has been present locally for over 20 years and as a result of the great business potential and highly skilled workforce we saw in the country, we opened Ericsson Global Services Center (GSC) in Bucharest, in 2007. After almost ten years, the centre is one of the four Ericsson Global Services Centres, the only one located in Europe and a vital component of Ericsson's global services organization.

What are the differences of mentalities of Romania, India and Hong Kong?

When talking about technical expertise, this is similar: any engineer wants to be top of the game, to deliver best expertise. But the advantage that Romania has is in the language skills. Because typically most Romanians speak two foreign languages: Romanian, English and also in the GSC we have people speaking Spanish, Swedish, French and many others. For me that is the main difference. Currently, the GSC serves approximately 40 global customers in more than 20 countries from Europe, Africa and Middle East, managing operations that, together, enable more than 100 million subscribers communicate on daily basis. Since we have such large portfolio of customers from all over the world, our specialists are fluent in many different languages.

The way that Ericsson works, no matter in what part of the world, implies that we have clear standards and policies, so the way we engage and do business is the same. Obviously, what differs is just the culture and the ability to speak languages. The degree of complexity of services is similar. I did not feel a lot of difference, but when I first came here, I was very stroke by the commitment of the people, the knowledge and the ability to learn both languages and technical skills. I find people very friendly, very good and committed. Obviously, India has a larger centre than the local one, but Romania is a key centre for us, is the main one we have in Europe. (Besides India, the other centres being located in Mexico and China.)

What would you change about Romania?

For us I don't see so much that needs to change. We had good support from the government when we first decided to come here, we know there has been some subsidy program, but we did not need them so far, but maybe we'll access it, who knows…in the future?!

In this centre, we have 99 per cent Romanians and our focus is to put back something into the local economy. We worked a lot with universities. Last year we took in about 150 graduates, and we'll continue this program because we think that's a very healthy thing for the organization, to bring in these young, enthusiastic professionals.

How much did Ericsson invest into Romanian centre so far? What are the perspectives?

We have grown substantially over the last three years. We have around 1,900 people today -that's in the centre alone. Ericsson has an overall personnel figure of around 3,000 in Romania. Our focus is very much on building for the local economy, we're a company of 120,000 people, operating in 185 countries, and the career potential for anybody who comes into this organization is huge. Because in time, if they want to develop and go to another part of the business, there're so many opportunities. The personnel growth was close to 20 per cent in 2015. This year the growth can be similar, of 15-20 per cent.

How do you face talent scarcity?

We have always managed it, and that's why we see universities as being key and having a good graduate intake program. But also, two years ago we did some deals with Telekom and Orange, and as part of those programs we actually insourced some people. And with those intakes we had a mix of the industry people that have been in the industry quite some years, with quite mature skills. And then, when we mixed that with our graduate intake, we've got a very strong team.

Are you considering expanding nationwide?
Of course, we are primarily focused on Bucharest, but we are constantly looking at what we do and if we should be moving to another part of Romania - probably into third towns. Because if we were to move to Cluj, it would be as much as here. Wherever we will decide to go, we would look for a location where we have a good talent pool, and there's a good cost of living and people want to work.

Read more in the Outsourcing Today's first print issue, available starting April, 21


2 COMMENTS ^ Go back to Top

Huawei: on 2016-04-18 19:49:19
Zici Liam Coffey si tragi apa

MuieLiam: on 2016-04-21 10:56:42
Liam sucks hobo balls.
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
SAP becomes first European tech company to create ethics Advisory Panel for Artificial Intelligence

SAP announced its guiding principles for artificial intelligence (AI) and its creation of an external AI ethics advisory panel – the first European technology company to do so. The panel, comprised of experts

 Read Full article »
DB Global Technology marks five years of activity in Romania

DB Global Technology, Deutsche Bank's technology center in Bucharest, celebrates five years of activity in Romania, the company announced.

 Read Full article »
US giant Apple officially registers company in Romania

American technology producer Apple officially registered a company in Romania, Apple Sales Romania SRL, controlled by Apple Distribution International and Apple Sales, both companies being registered in Ireland

 Read Full article »
Oracle Corporation registers 9.2 billion USD in revenues for 2019's first quarter

Oracle Corporation announced fiscal 2019 Q1 results, with total revenues of 9.2 billion USD, up 1 per cent in U.S. dollars and up 2 per cent in constant currency, compared to Q1 last year.

 Read Full article »
UiPath raises 225 million USD Series C Led by CapitalG and Sequoia

UiPath, the leading Enterprise Robotic Process Automation (RPA) software company, has closed its series C funding raising 225 million USD at a valuation of 3 billion USD. The round was co-led by existing inves

 Read Full article »
Xerox launched sales and marketing program for its partners

Xerox has launched in Romania the Xerox Global Partner Program to help its partners diversify their sources of profit and strengthen their customer relationships in the context of the growth of small and medium

 Read Full article »
Local IT services and software market marks under expectations growth in 2017, ANIS says

Domestic software and IT services market in 2017 rose only 2.1 per cent over the previous year to reach 975 million Euro, a growth rate under expectations, according to the most recent study conducted by ANIS s

 Read Full article »
Bitdefender secured direct presence in Australia by taking over local peer SMS eTech

Romanian security technology company Bitdefender said on September 11 it has acquired Australian peer SMS eTech, as part of its strategy of globally expanding in the consumer and enterprise segments.

 Read Full article »
Romanian employers forecast the strongest hiring pace in more than ten years

Fourth-quarter hiring plans are the most optimistic in Europe, on a par with Slovenia, and among the top 5 most optimistic globally, according to ManpowerGroup Employment Outlook Survey for the October – Dece

 Read Full article »
Oracle Academy expands offering with personalized learning resources and AI curriculum

Oracle Academy announced new curriculum offerings and learning modules to advance computing education globally.

 Read Full article »
 
 
MOST READ ARTICLES
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Molson Coors started to grow its busin...
» French energy operator Total opened su...
» Capgemini to open new office at Suceav...
» Leoni to open new SSC in Cluj, cut job...
» The Outsourcing industry announces its...
» Luxoft expands Asia Pacific presence w...
» Genpact's COO: Staying ahead of the cu...
» Olga Botusan, Stefanini: There is a hu...
» LeasePlan to open service center in Bu...
 
EDITOR CHOICE
Vivek Bakshi, keynote speaker at People in Shared Services & Outsourcing Forum on October 18, at Bucharest

As a GM for the European Delivery Centers (Romania and Poland international locations) tasked with leading the growth and profitability of one of the most dynamic industries with a focus on customer service is

 Read Full article »
Tom Hobson, at People in Shared Services & Outsourcing Forum on October 18, at Bucharest

People in Shared Services & Outsourcing Forum brings in new top speakers starting with the Global Operations & Business Transformation Executive Tom Hobson, GM of ADP Romania.

 Read Full article »
People in Shared Services and Outsourcing Forum takes place on October 18th in Bucharest

Outsourcing Today, the integrated communication platform of for the business services sector, together with The Diplomat-Bucharest, kick off the autumn series of events on October 18, at Caro Hotel Bucharest, w

 Read Full article »
The outsourcing industry needs early and better educated graduates

In terms of development of business shared industry in Romania, the industry might face a need of doubling the current pool of employees, estimated now at roughly over 120.000 people, according to number estima

 Read Full article »
Francesca Postolache, PwC: In the digitally transformed work and living environment, it is essential to keep up with the present and future

It is important to educate and develop ourselves, in the digitally transformed work and living environment and to keep up with the present and future. We need to develop the ability to adapt for the future, say

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events