Outsourcing News for March 2011
by: Ronald Escanlar
The International Outsourcing Summit, the Philippines’ top outsourcing event, is gearing up for its third year, to be held later this year from October 11 to 12 at Sofitel Philippine Plaza in Pasay City.
The industry group Business Processing Association of the Philippines (BPAP) has renewed their contract with events organizing firm TeamAsia. This year’s summit will revolve around the theme “Global Market Leaders Addressing Global Issues.”
“The IT-BPO Road Map 2011-2016 identified key opportunities and risks for the Philippines to take advantage of the growth in the IT-BPO industry. Likewise, existing and emerging locators are on the road to successfully replicating the Philippines’ success, making competition in the industry fiercer, not only in terms of costs, but more importantly, in terms of labor provision and talent management, technology and service innovation, and specialization,” says BPAP senior executive director Gillian Joyce G. Virata.
“This year’s Summit reviews the Road Map and its implications on the Philippines’ position as the new leader in voice — and how it affects the even faster-growing non-voice segment for all locators,” Virata explains.
According to BPAP executive director for industry affairs Raymond Lacdao, the summit will focus on innovation and value creation. “The industry is moving up the value chain rapidly, and clients expect services providers to be their partners in enhancing value for their customers.”
Lacdao says that for this year, they expect to see around 400 executives from the IT-BPO and shared services sectors of 20 countries to participate in the summit’s exhibits, gala dinners, and site tours.
by: Sarah Joson
Because of the increased demand for broadband services in Russia, the contact centre outsourcing market focused more on customer care services. This strategy became a factor for the said sector to recover, and develop over the past couple of years.
According to Iwona Petruczynik, a Research Analyst for Frost & Sullivan ICT group, “There is an increasing trend toward the use and deployment of interactive voice response (IVR) and automated service technologies," and adds “It has proven to be a very effective way to reduce cost and enable outsourcing companies to provide more services with the same number of agents.”
On the other hand, majority of consumers are still not comfortable with the new technologies that are being used for customer support operations. But, according to the observations of Frost & Sullivan, IVR is becoming more and more recognized by technology-literate consumers.
The local Russian call centre (customer support) market is also worried that knowledgeable and qualified employees will be scarce in the upcoming years. Petruczynik brought light to the situation. "Market participants have concerns that there will not be enough young employees to fill in-house call centres and a number of companies will be forced to outsource their services. However, this situation may create a conundrum, as the lack of agent talent could result in in-house centres competing with outsourcers for employees."
Another concern is the deficiency or lack of tools needed for the contact centre industry in Russia to grow substantially. The Russian Government strategized and declared a new policy that supports funding and developing contact centre operation sites in Novosibirsk, Nizhny Novgorod, St. Petersburg, and Dubna.
Now, BPO companies in Russia are working on improving their infrastructure for multimedia contacts, so that they will be able to accommodate the high demands in customer support. But, even with the new technological advancements, “human” and voice-based services still lead the outsourcing industry.
by: Ronald Escanlar
The Subic Bay Metropolitan Authority (SBMA), a former US military base in the northern Philippines, is bent on becoming the region's hub for the services and logistics sectors as they accelerate plans on developing priority investment zones in the sprawling free port complex.
“We are very proud of the fact that we have attracted cumulative investments worth more than $7.16 billion and almost 1,500 investment projects as of 2010. Unfortunately, these investments won’t bring any economic benefit to us if they do not materialize for lack of space,” explains Armand Arreza, SBMA administrator.
Among the zones to be redeveloped is the Subic Gateway Park, which already hosts several business process outsourcing (BPO) companies. Arreza comments that the Subic Gateway Park is ‘emerging to be primarily our business process outsourcing (BPO) center within the next few years.’
Arreza says a 16-hectare area adjacent to the Subic Gateway Park will be developed into the new Gateway Business District, which will offer additional office space to the country’s expanding BPO industry.
by: Ronald Escanlar
by: Karen Cayamanda
According to CEO Oscar Sañez of the Business Processing Association of the Philippines (BPAP), an annual growth rate of 20 percent will be seen in the country’s outsourcing industry in the next five years. If this happens, business process outsourcing (BPO) revenues will reach US$25 billion by 2016. Last year, the industry generated approximately $9 billion in revenues.
Sañez is also optimistic about the non-voice sector of the Philippines, saying that it will grow five times in size, as stated in the Roadmap 2016.
The country has long been known as an ideal destination for voice-based or call center work, and it has already dethroned India in that aspect. The industry is now offering non-voice services in the fields of media, health care, finance, accounting, and supply chain management. The Philippines may be considered as the no. 1 location for outsourced call center processes, but overall, India remains the top destination when it comes to outsourcing and offshoring.