Benedict Hernandez, president and chief executive officer of the Contact Center Association of the Philippines (CCAP) and president and chief executive officer of the Business Processing Association of the Philippines (BPAP), explained that the information technology - business process outsourcing (IT-BPO) industry is expecting more revenue and high employment. They are conducting a study to evaluate the competitiveness of the Philippines with other countries.

AEGIS was founded 30 years ago. It is one of the pioneers in BPO services in the world and was recognized as the 14th-largest BPO Company in the world. At present, they are offering services to more than 150 clients. The company has more than 50,000 employees across 50 locations, with a presence in India, Philippines, United States, Costa Rica, New Zealand, Sri Lanka, Australia, Argentina, South Africa and Kingdom of Saudi Arabia, serving verticals such as BFSI, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail & Technology, Energy & Utilities, and Publishing & Media. The company offers customized solutions that cover the entire spectrum of customer and business experiences-across business processing, technology, and shared services- and offers customized engagement models to further facilitate the ease of doing business.

The business processing outsourcing (BPO) industry in the Philippines will now continue its operations with no hassle since the anti-outsourcing bill proposed in the United States was not approved by the US Senate last July 19 by a vote of 56-42. According to DOLE Secretary Rosalinda Baldoz, BPO firms in the country continue to soar which had helped to boost the economy. The employment statistics showed that many Filipinos were working in call center.

The defeat of the bill will help BPO companies to further improve their business offering in the country which will eventually compensate the local workforce.

Many companies are now outsourcing their non-voice call center needs. Filipino animators are now serving high-status companies like Hollywood’s Pixar, Hanna Barbera, Disney and Warner Brothers. David Caldwell, the managing director of Wells Fargo Philippines Solutions Inc., said that the Philippine animation industry become famous because of the English capable Pinoys, their high quality service and the country’s tough infrastructure that supports significant animation activities. Since we all know that the business process outsourcing (BPO) business is one of the fastest-growing activities in the country, the addition of non-voice BPO like animation, publishing and engineering design contributed a lot at present to boost more BPO transactions here.

The Department of Labor and Employment (DOLE) reported that a call center company in Cebu City had momentarily shutdown last July 31 because of high cost of operation. About 638 workers lost their job. The said BPO firm was Direct Access Corporation which provides outsourcing transactions to various companies in the Philippines. According to Renato Magtubo, national chair of Partido ng Manggagawa, in spite of the SONA statement addressed by President Aquino regarding the success of BPO industry, not all BPO firms can be referred to as “sunrise industry” due to economic fluctuations. Another reason, the above-standard systems of international partner is now being replaced by substandard practices of the local firms.

Quick Apps Clark provides Call Center services such as inbound technical support, sales, billing support and as well as outbound tele-sales through voice, email, and chat. Advanced technologies for technical support are available such screen sharing and customer-initiated remote control sessions. Quick Apps Clark also offers a multitude of BPO services such as software development, creative design, graphics cleanup ,data capture, and data conversion.

Another BPO firm was launched in Dapitan which will hire 360 workers. A Memorandum of Agreement (MoA) was jointly signed by former Zamboanga del Norte Representative Romeo Jalosjos and Robert Clayman, a top executive of a call center firm in the US. The signing of the agreement was witnessed by Region 9 mediamen invited by Jalosjos, Clayman also had established BPO firm in Davao City which employed 1,500 agents who earn P1,000 to P2,000 for 10-hour work per day. The MOA indicated that Jalosjos will provide the needed services worth P100 million, while Clayman’s firm will pay for the rent and salaries of the agents. The job pool will come from Dapitan and Dipolog, and other areas of the Zamboanga Peninsula. Recently, Jalosjos built the multi-million-peso Glorietta de Dapitan and Dapitlan City Fantasyland which he considered to be known in Asia.