Majorel, the Luxembourg-based provider of multilingual outsourced CX solutions, has expanded its footprint with the establishment of new operations in Zagreb, Croatia, the company announced on December 2, just 10 days after it signed an agreement to acquire Mayen Telekomünikasyon Hizmetleri, an independent nearshore CX provider in Turkey.
Both the Croatian operations and the Mayen acquisition align with Majorel’s growth strategy of expansion, especially in countries that leverage the company’s strength in providing both nearshore and offshore outsourcing services. Nearshoring is the outsourcing of a client’s processes to a neighboring country located within the same or similar time zone. In comparison, offshoring is outsourcing to a more distant country or region located several time zones away.
The transactions in the two areas will also extend Majorel’s already strong outsourcing delivery capabilities in the Europe, Middle East, and Africa (EMEA) market, especially in the latter’s German-speaking regions.
All told, Majorel has a global footprint spanning 5 continents and 32 countries, with preparations underway to soon open two more new locations in Ghana and North Macedonia. The company formed in 2019 through the merger of the customer relationship management (CRM) businesses of Bertelsmann, the German conglomerate, and the Saham Group, the pan-African investment company.
Zagreb, the capital of Croatia, was chosen because of the city’s “spirit of entrepreneurship,” according to Majorel CEO Thomas Mackenbrock. The new site is fully operational and is expected to bring hundreds of new jobs to the region, company officials say. Mayen, headquartered in Istanbul, has more than 4,000 employees spread across 12 locations in Turkey, according to the company’s website. Founded in 2004, Mayen was the largest exporter of call center services in Turkey from 2016 to 2019, and the company has won a string of global awards for sales and customer service.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
