Call centers in the Philippines to thrive amid economic hurdles

OABPO Blog Team Published on February 13, 2014

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Call centers in the Philippines have been leading the country’s business process outsourcing (BPO) industry to achieve its growth driver status in and outside the country.

Their performance at the beginning of 2014 alone could provide enough proof of the industry’s important role in the Philippine economy and the global outsourcing arena. BPO firms opened the year by reporting a total of $13.5 billion earnings from 2013, a rate they reached through a 15% increase. They then concluded the month of January by placing almost 10 Philippine cities in the outsourcing rankings of offshore advisory firm, Tholons.

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As opposed to the robust performance from the outsourcing sector, other components of the economy seem to be lagging, and they could drag the BPO industry down with them.

The surplus of Philippine balance of payments has been continuously shrinking since 2006. It amounted to a little over $5 billion last year, which is almost a 50% markdown of 2012’s $9.2 billion. The Philippine central bank even claimed that the decline could even reach $3 billion because of the country’s manufacturing, energy, and raw material imports.

Causing even more panic is the imminent market integration of the Association of Southeast Asian Nations (ASEAN) in 2015, which endangers the position of local businesses against competition in neighboring countries.

Although these conditions seem to cause challenge and worry, outsourcing firms and call centers in the Philippines expressed confidence — the same confidence that the government and other business sectors have for the BPO industry.
The outsourcing sector would not likely be dragged down by economic anchors; it would work the other way around by pulling fellow trades up to the surface.

Philippine BPO revenues will serve as a mitigating factor in surplus turndown, as they promise to reach $15.3 billion by the end of the year and even $27 billion in three years if the industry continues adding 120,000 new BPO jobs each year.

Furthermore, the free market poses no threat but rather promise to the outsourcing sector. A good combination of product cost and quality is the winning factor in the laissez-faire environment. And the BPO industry is positive that this is what Philippine firms offer, making the country the most ideal outsourcing destination in the ASEAN region, particularly for English and multilingual voice services.

Open Access BPO grew from a telemarketing startup to an all-around outsourcing firm that provides its clients voice and non-voice solutions including web development and rich media development.

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Open Access BPO Makati is holding its annual physical exam (APE) this week for employees at the Robinsons Summit Center office.

The APE is a collaborative effort between Open Access BPO's Clinical Services and RGO Laboratory and Industrial Diagnostic Center.

This streamlines the process for employees by bringing healthcare professionals directly to the office. It minimizes disruption to work schedules and allows employees to conveniently complete their physicals without venturing outside.

This initiative demonstrates Open Access BPO's commitment to employee well-being and ensures compliance with Makati's Environmental Health and Sanitation Code.

The comprehensive physical exam includes various procedures like blood analysis, vital signs check, visual acuity test, and chest X-ray.

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During the event, our ops and non-ops teammates put their athletic and strategic skills to the test through five different games:

• Chess
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• Badminton
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• Basketball

Congratulations to all winners, and see you all in the next Sports Fest!

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The free two-day healthcare event, held on the seventh floor of the multilingual call center's Makati headquarters, provided risk assessments, counseling for employees, and free contraceptives for all attendees.

Workers from Makati City's Health Department were able to accommodate over 130 employees, providing them with general check-ups, blood glucose testing, and HIV screening.

The Health Department workers say the program will help Open Access BPO employees determine how at-risk they are of diseases like diabetes, hypertension, and HIV/AIDS. Family planning lectures and counseling services were also available.

This holistic approach to wellness empowers employees to take charge of their health and well-being.

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