There was a time when outsourcing was unheard of in the Philippines. But in the early 1990s, the first contact center was established in the country, and since then it has grown into a BPO hub.
The Philippines BPO industry is the second highest revenue generator in the country, with billions of dollars in annual revenue, next only to the money that the overseas foreign workers generate.
Today, the country is home to a myriad of services, not only catering to business process outsourcing, but also to other business activities such as KPO, ITO, and ESO.
How did the industry grow?
The first BPO was launched in 1992 by Frank Holz through the Accenture Global Resource Center. During that decade, the Philippine Congress passed laws that made the country a welcoming place for businesses to thrive. This law allowed foreign corporations to put up businesses in the country and enjoy low tax rates and government subsidies.
In the late 1990s, companies like Sykes and eTelecare joined the scene, and this was followed by People Support and Convergys in 2001 and 2003, respectively.
As the BPO industry thrived, so did the economy. Real estate companies boomed, and offices were now easier to acquire or rent at affordable rates. And because there was a rise in the country’s economy, more people could go to college, thus giving birth to a pool of talents that can service anything that can be done offshore.
What services can you avail from Philippines ITES companies?
Today, an offshore team in the Philippines is no longer just about contact centers. There are hundreds of services that foreign businesses can outsource here, including back office bank work, payroll, marketing, healthcare, and so much more.
- Contact centers – these are the largest BPO companies in the country, offering services in various verticals and different customer service channels (chat, email, voice) from telecommunications, healthcare, credit card and banking, utilities, and other businesses that require the support of live agents.
- Virtual Workers – these are companies that offer services that do not need customer contact but are leaning towards knowledge process outsourcing activities such as payroll, accounting, game development, big data analytics, graphic designs, transcription services, and social media marketing.
Summary
The country remains to be at the top of the outsourcing business globally. And as such, you can expect that an entire economy, including the government, fully supports the industry. If you build your team in the Philippines, you can rest assured that you will get top quality services for whatever it is that you need.
You can collaborate with contact center managers, or manage your virtual workers yourself and ensure that they deliver services at par with your expectations. There is no shortage of talent in the country, and more and more new graduates every year are seeking to become part of an offshore team.
It provides them with an avenue where they can exercise or apply their knowledge—which makes them passionate workers—in the STEM industry, which includes not only customer service but technical and mathematical endeavors. For inquiries, write to bd@athl.com.hk.