Knowledge process outsourcing

One of the areas where we actually became slow, in retrospect, we should have taken it very, very strongly and gone forward with, with it, was data management services.

And when I wrote the first article on KPO in 2004, I wrote a lot about data management services, that out of twelve billion dollars in revenue in the next, uh, decade or so, about five billion will come from data management services.

But we ourselves did not pursue that, and I think that was an e-error on our part.

Makes sense.

Uh, telephone companies, healthcare companies.

So I mean, when people say, "Oh, so many jobs will be lost, and this will happen," I say, "Yes, they will be, but it'll be-- it'll take time." I mean, we have the same problem.

In Ivalice system, when we wrote about KPO, when I wrote about KPO, I said, "Oh, twelve billion dollars worth of, uh, KPO industry will be formed in India within ten years." It did f- twelve billion industry did form, but it wasn't ten years, it was twenty years.

Yeah.

And the way the industry thinks about it has transformed dramatically over the years.

So what started with call centers evolved into business process outsourcing centers and that further evolved into knowledge process outsourcing centers.

So BPOs and KPOs, if you remember these terms.

And today, these have matured into the era of global capability centers or GCCs, like we call it.

And like you rightly said, it's no longer about shifting transactional work to a cheaper location.

So we st- founded Djuko Consultancy in 2018 and, um, and New Zealand as the head office, subsidiary in Australia, then, uh, Fiji, US, India and now PNG.

Uh, and our focus is very much management consulting, technology consulting, and then within the BPO sector, as we will talk about Outsource Fiji a bit more, we focus specifically on KPO, which is the knowledge process outsourcing part of the BPO side.

So we don't do the customer service, the contact center, the incoming calls, but we do the knowledge process where IT help desks and accounting functions and project management, ERP implementations, part of the operations.

Hmm.

Uh, the, one of the numbers that have been floated is to, uh, have around $450 million worth of revenue.

Uh, and I personally believe, uh, as the president of the body that it is achievable, and especially now because the BPO is not just the contact center anymore.

I think we are seeing KPOs, we are seeing technology companies, we are s- seeing a lot of AI interventions into customer care.

Mm.