Firms list ways to further grow BPO industry in 2023

Cross-border payments platform Payoneer held a forum at New Clark City to discuss the Business Processing Outsourcing (BPO) industry's trends, challenges, and opportunities with key stakeholders.

A BPO office pre-pandemic (Photo from Business World)

BPO industry in PH

Miguel Warren, Payoneer Regional Vice President of South East Asia, said the company's recent forum not only allowed participants to understand the industry better but also pushed them to "take the big leap" with the Information Technology and Business Process Association of the Philippines (IBPAP) and the whole outsourcing community

I think it's really important to bring together all the different stakeholders that are involved in cross-border international business so we can interact, engage, and learn from each other on how to take the customer experience to the next level, Warren also said.

The BPO industry continues to be one of the major players in the country’s economy.

In 2021, the IBPAP recorded a 10.6 percent increase in revenue at USD 29.49 billion (around PHP 1.621 trillion).

Contact Center Association of the Philippines (CCAP) Managing Director Rosario Cajucom-Bradbury even noted that the Philippines is 40 percent of the global customer experience market, which can be associated with the high quality of work by Filipinos.

With this, the IBPAP aims to further strengthen the presence of the BPO industry in the country by tapping more Filipino talents in the provinces, hoping to generate additional 1.1 million direct jobs by 2028.

Cajucom-Bradbury noted that Iloilo, Pampanga, Angeles, Metro Clark, Bacolod, and Davao City are already being leveraged for voice-based and transactional BP services.

Our vision is to become the world's number one experience hub for digitally enabled and customer-centric services while driving inclusive and sustainable economic growth and social growth for the Philippines, Cajucom-Bradbury added.

Aside from increasing BPOs' presence, companies also shared some ways how to further boost the industry’s potential.

For Clark Outsourcing CEO Zack Williamson, this can be achieved through building a "COOLture" to keep employees engaged and inspired. Companies can start with having fun office design, balancing it with high belief in employees.

Meanwhile, Guerilla Creative Marketing President Vanessa Janssen the main factor in growing BPOs is having the right clients.

Find the right clients who pay the right money for your staff. A good company, culture, leadership, and management will spot the potential, she explained.

TeleWorkPH Founder and CEO Marge Aviso also noted the importance of partnerships, especially regarding cash flow.

The BPO industry has been a great contributor to the economy.

Do you think it still has great potential this year?