According to the president for the Asia-Pacific arm of business process outsourcing (BPO) firm Teleperformance, David Rizzo, the Philippines can now accommodate more non-voice outsourcing firms but the local BPO industry should patch recruitment loopholes to maximize opportunities.
Rizzo cited the lack of qualified candidates or those who have the skill set needed by the industry as the main hurdle for the outsourcing industry. He added that retention programs must be assessed so that growth will be more achievable. There is also a need to look into issues when it comes to working at night since it is a reason employees resign.
Rizzo said the country can provide non-traditional services, and this would mean a larger global outsourcing market for the Philippine BPO industry. Research firm Everest Group predicts the global outsourcing and offshoring industry will reach $280 billion this year.
The Philippines had surpassed India in terms of voice-based operations last year. Everest Group assessed that the country’s call center industry earned $7.38 billion last year, outdoing India’s $7 billion. The Philippines also has more employees in the contact center segment compared to India. However, India remains the number one BPO destination with revenues amounting to $15 billion, while the Philippines only earned $9 billion.