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It will come as no surprise for anyone who knows me that I am truly excited about what the next year will deliver for the Business Process Outsourcing (BPO) industry. As the Chief Executive Officer of MicroSourcing, I am blessed to lead the largest and leading provider of managed or hosted offshore services in the Philippines and am extremely passionate about not only the business itself but the sector in which I am proud to work.
As you can imagine, I am often asked how the BPO industry is placed or what is coming next and in recent times I have had a valuable resource at hand to support my views. Late last year, the IT & Business Process Association of the Philippines (IBPAP) unveiled its Industry Roadmap 2028, which serves as the blueprint for the sector’s priorities in digitization, talent, policy-shaping, infrastructure and country branding for the next six years. This includes a clear vision of the Philippines becoming the world’s number one experience hub for customer-centric and digitally enabled services.
Between my CEO duties and role as the head of IBPAP’s Talent, Attraction and Development group, I am fortunate to have an insider’s perspective of the BPO industry and believe there are several exciting developments and trends to watch for in 2023.
Rarely a day has gone by in the past couple of decades when I have not felt fortunate to have made a career in the BPO industry but that is particularly so now. From the unlimited potential of the technology we use to the societal revolution of how and where our people work, the future is looking incredibly bright. Outsourcing has never been a more fast-paced sector and as we adapt to global challenges and embrace new trends, it is great to know the impact we are having on so many businesses across the globe.
There has been a lot of hype about the Philippines gig economy in recent times but some onshore businesses are ending up frustrated, disillusioned or out of pocket? Learn why there is a big difference between partnering with an established outsourcing provider and teaming with an independent freelancer.
Updated February 2023
Reference:
[1] IBPAP projects 1.1-million direct countryside jobs in next 6 years | Andrea E. San Juan (businessmirror.com.ph)
[2] BPOs hope to ride WFH wave by expanding to countryside - BusinessWorld Online (bworldonline.com)
[3] What to Expect in BPO Industry this Coming 2023? - Flexisource (flexisourceit.com.au)
[4] Global Call Centers Artificial Intelligence (AI) Market Trajectory & Analytics, 2020-2021 & 2022-2026 - ResearchAndMarkets.com | Business Wire
[5] Deloitte Global 2021 Future of Cyber Survey
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