Acquire BPO – Australia’s leading customer experience and business process outsourcing provider – has announced its 100% acquisition of Melbourne call centre outsource provider The SMART Group, which will support the company’s local service offering.
The acquisition comes as Acquire BPO looks to expand domestically following strong growth during the COVID-19 pandemic.
The move looks to help Australian companies to lower headcount with onshore teams complemented by the company’s automation and AI capabilities.
Acquire BPO founder and CEO Scott Stavretis said the acquisition will increase local growth, which is currently achieving double-digit year-on-year – and be supported by The SMART Group’s executive team, which will be staying on with Acquire BPO for the long term.
What will operations look like after this acquisition?
“While we’re big believers that work can be delivered exceptionally from offshore locations, we recognise some Australian businesses require a portion of work done onshore.
This has become even more evident during COVID-19 as businesses have had to quickly scale up customer care and contact centres, however, they may not require this as part of their permanent headcount.
The acquisition will also allow us to enter new markets, including government and blue-chip companies with an Australian onshore mandate, and offer a complete outsourcing proposition from customer service, through to sales and marketing.”
With more than 7,000 existing employees, the acquisition will see Acquire BPO welcome a further 200 team members – and continue to develop and retain its talent.
Acquire currently services a diverse range of publicly listed and private companies across most industry verticals.
The SMART Group CEO Darren Lord said the companies’ alignment in corporate culture was a key driver of the acquisition.
“We’re excited to become a part of Acquire BPO – the team’s values are aligned with ours and we’re looking forward to building upon the level of service our current and future clients expect and know,” said Lord.
Acquire BPO is a single provider offering companies onshore and offshore delivery of intelligent contact centre and back off services – and full compliance with global and Australian regulations across finance, data and payments and healthcare.
Headquartered in Australia, Acquire BPO has locations across the United States, the Dominican Republic and the Philippines. The acquisition will see Acquire BPO expand its facilities in Melbourne, and roll out additional security, technology and compliance offerings.