PHL Gaining Speed in the Business Process Outsourcing Market

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Despite the souring relationships of the Philippines with neighboring countries Taiwan and China, the country has ultimately gained unstoppable momentum in the business process outsourcing or BPO sector.

The ongoing, mild clash between Taiwan and the Philippines could not affect how foreign countries, especially powerhouse Asian investors, are looking over the possibilities of filling their BPO needs to the country’s capable and friendly shores.

Jonathan De Luzuriaga, Tholons managing director for South East Asia, said that the country is experiencing a surge in the BPO industry. According to Luzuriaga, the low attrition rate of call center employees has dropped from 70% to 50% this year.

De Luzuriaga emphasized how the Philippines government continues to support its “sunshine industry” with rigorous training sessions, academic programs catering to voice-based BPO services, and high compensation return to employees working in call center agencies.

The unprecedented growth of the local BPO industry continues to outperform India’s monopoly over its offshore, voice-based BPO services. The Philippines’ solid attachment with the Western culture and a majority of its employees having a good command of the American English accent makes the country a favorable spot among investors.

However, Joel Mari S. Yu, Managing Director of Cebu Investments and Promotions Center or IPC, the country’s non-voice BPO services could use some support.

According to Yu, Cebu is going in the right direction, as the province will try to become the nation’s spotlight for non-voice BPO services in the form of knowledge process outsourcing or KPO.

India holds a clenched grasp over KPO, and the Philippines will try to dethrone India as it once did over voice-based BPO services. Cebu is currently attracting professionals ranging from financial analysts, human resource managers, and IT-inclined professionals.

The Philippines has maintained consistent traction over its national outsourcing market, and the country will continue to put the pedal to the metal as it tries to oust India as a leader in the global business process outsourcing arena.