BPO in the Lead for Philippine Growth Industries
The BPO (Business Process Outsourcing) industry is still in its infancy in the Philippines. In the past 2 years, the country has seen a 100 growth rate in the industry. Cebu is 2nd to Manila in the BPO industry and it's gaining competitiveness due to the increasing cost of operating in Manila.Most of the BPO growth has been in the customer contact services (call centers). As the name suggests, these centers provide immediate customer for the customers of major corporations. If you call a 1-800 number of a corporation in the U.S you might be speaking to a Filipino in the Philippines. The downside to the call center is the working hours of the call center agents. The call center agents in the Philippines typically work the graveyard shift. A lot of high quality, English literate call center agents quit working at call centers because of the late night hours. This labor pool of educated, English literate workers can be made use of by providing other BPO functions. Any back office corporate function that can be contracted out is a candidate for outsourcing. For example, human resource management, finance, claims processing, transcription, credit processing, data research and integration, website services, network management, market research, etc. In the future look for more growth in non-call center BPO functions. Take advantage of the labor pool disaffected by the call center working hours. According to McKinsey
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