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Philippines to soon lead in the global BPO industryManila Philippines - Nov. 5, 2005 The Philippines BPO industry, with its proficient English speakers with professional experience, is expected to overtake India's in the coming years.
The Philippines' BPO industry is pegged next to India in the recent 2005 Mapping Offshore Markets Update conducted by NeoIT. The nation's offshore BPO industry is roughly estimated at about 800 milion US dollars in 2004 while India's market is worth 5.2 Billion US dollars in the same year, according to the study. "This is an indication that nothing is impossible to the Filipino if he will only put his mind into it. With stronger English proficiency and professional experience in the BPO industry, I am confident the country will take the top post sooner than expected. Well done!" Roxas said. Roxas, known as the "Father of E-services" in the Philippines, has been supportive in the call center activities and other BPO ventures in the country. The solon noted that part of his vision is to see the nation make its mark in the world of computers and IT. He likewise added that BPO and IT outsourcing (ITO) are two of the most profitable business endeavors to take center stage during the millennium. "The key growth in this area is niche marketing. BPO and ITO companies should focus on specific services to offer, mature in these services and also offer these services to markets other than the United States. We have to expand our reach and the best way is to think out of the box," the solon said. Roxas also encouraged BPO and ITO companies to improve its service maturity ranking through certification of companies and workers, supervisors and managers. According to an independent poll, incidences of abandoned calls are rising in the call center industry all over the globe, pegging at 13.3 percent and rising for the third year in a row. As more than half of call centers are seeing call volume growth rate of 20 percent or more annually, Roxas said that infrastructure and skills training should be improved to prevent abandoned call. "Today, callers are not willing to wait and waste time with call. Time is money, an average caller now, according to a report, is willing to wait just 65 seconds, enough time for you to make a cup of instant coffee in the office. In 2003, callers were willing to wait for 71 seconds," he noted. The solon likewise advised the call center industry in the country the importance of time in dealing with their diverse clients. "As time passes and businesses grow, clients would be less inclined to wait. It takes excellent training nad maturity to cope with client attitude and practices," he explained. Roxas earlier moved to protect the welfare of and give protection to call center agents and skilled night workers. His proposed measure, Senate Bill 2071 seeks to amend three provisions in the current Labor Code of the Philippines. "The call center industry employs an estimated 96,000 people with projected revenue of US dollar 1 billion for 2005, it deserves utmost protection and attention," he said.
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