BPO Customer service: the Accenture BNP Paribas Fortis deal worries the 500 employees concerned

Accenture, increasingly a competitor to Teleperformance, Concentrix, Konecta, Intelcia and Wirk, has signed a carve-out agreement with BNP Paribas Fortis in Belgium. Half of the Belgian subsidiary's back-office KYC teams (500 out of 1,000 employees) will be affected. The project has been announced at a time when the bank has signed up to one of its best years ever in terms of financial results: €12 billion in profits over 2024. Why do major companies such as SFR, Fnac-Darty and Yves Rocher decide one day to outsource their back office, debt collection operations, KYC or compliance studies for credit or loan applications to a specialist? That's what we asked Frédéric Donati, CEO and co-founder of Comete.ai, for issue 135 of En-Contact: the former CEO of Konecta FSM has led many projects of this type and believes in the benefits of rapid integration of AI and digital tools.  Trade union anger in Belgium.  In Belgium, the carve-out of 500 customer service back-office jobs from BNP Paribas Fortis to Accenture is provoking threats of strike action. Also in moderation (Trust and Safety), the American company is competing with the major BPO players. In this area, for example, Accenture [...]