A look back at 2014 trends that shaped BPO in the Philippines

OABPO Blog Team Published on December 17, 2014

A-look-back-at-2014-trends-that-shaped-BPO-in-the-Philippines--Open-Access-BPO--bpo-in-the-philippines
Numerous trends were forecasted to shape the Philippine business process outsourcing (BPO) industry in 2014. Different experts from different BPO segments had predictions for their fields of expertise and for the outsourcing world as a whole, but there are forecasts that stood out because of how specialists unanimously back them up.

What are those trends, and how did they shape the outsourcing sector in one of the world’s top BPO destinations?

• Stronger ties with neighbors through nearshoring

A-look-back-at-2014-trends-that-shaped-BPO-in-the-Philippines

Outsourcing is no longer a venture exclusive to Western companies looking to reduce costs by sending business processes to more affordable Asian locations. With inflation, service quality, and convenience brought by proximity as main factors, Asian nations are now outsourcing to neighboring countries as well. The added advantage of lingual and cultural similarities between Asian countries also attract businesses to rely on workforce from nearby territories.

 

• Personalized contacting options through self-service platforms

A-look-back-at-2014-trends-that-shaped-BPO-in-the-Philippines

Email and live chat have been around as top web-based customer service channels for years. With people getting more and more attached to mobile technology, however, these two popular platforms are no longer the only alternatives that call centers offer to their customers. Customer care apps, social media, and SMS have emerged as the go-to option for people who need quick and personal assistance.

 

• Greater need for human-powered customer service

A-look-back-at-2014-trends-that-shaped-BPO-in-the-Philippines-

Despite the popularity of automated assistance, the need for person-to-person contact did not die at all; in fact, grew stronger. This is because self-service options are deemed by many as means for fixing minor concerns while serious cases are still directed to live agents. Proof of this is the recruitment boom that Philippine call centers experienced this year.

 

• More midmarket clients

A-look-back-at-2014-trends-that-shaped-BPO-in-the-Philippines--

As predicted, the overall BPO clientele this year is not composed solely of big names and Fortune 500 companies. Small to medium businesses have increased capacity to outsource due to more flexible and affordable services brought by tight competition among BPO service providers.

 

• Healthcare’s continuous blaze

A-look-back-at-2014-trends-that-shaped-BPO-in-the-Philippines-

The healthcare information management (HIM) subsect dominated the BPO scene in 2013, and industry experts saw HIM revenues to continue making up a major percent in 2014’s total earnings. True enough, healthcare outsourcing contributed the largest growth in this year’s employment soar, and an even more positive movement is expected from this sector in the next two years.

 

• Heightened BC/DR reviews

A-look-back-at-2014-trends-that-shaped-BPO-in-the-Philippines---

The year 2013 was a tragic one for the Philippines, as massive natural disasters shook the nation during the last quarter. Main outsourcing hubs suffered almost no damage, but the experience still pressed the importance of having business continuity and disaster recovery (BC/DR) plans in place. Clients expected providers to offer sturdy contingency plans in 2014, and BPO firms have indeed highlighted their safety practices in contracts. Transportation and communication groups had likewise installed stronger communication lines to improve service quality and disaster endurance of call centers in the Philippines.

Overall, the past 12 months have made up another fruitful year for the Philippine outsourcing industry. Many milestones both in terms of revenue and market stature happened in 2013, so everyone has high hopes for the industry in 2014. Looking back at how trends shaped BPO providers this year, the run will likely have a steady pace in the years to come.

Join us on facebook
Open Access BPO 9 hours ago
𝗧𝗲𝗮𝗺 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗿𝗼𝗹𝗹𝗲𝗱 𝘂𝗽 𝘁𝗵𝗲𝗶𝗿 𝘀𝗹𝗲𝗲𝘃𝗲𝘀 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗹𝗲𝗴 𝗼𝗳 𝙋𝙡𝙖𝙣𝙩 𝙞𝙩 𝙁𝙤𝙧𝙬𝙖𝙧𝙙, 𝗼𝘂𝗿 𝘁𝗿𝗲𝗲-𝗽𝗹𝗮𝗻𝘁𝗶𝗻𝗴 𝗶𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲 𝗵𝗲𝗹𝗱 𝗶𝗻 𝗦𝗶𝗻𝗶𝗹𝗼𝗮𝗻, 𝗟𝗮𝗴𝘂𝗻𝗮 𝗼𝗻 𝗠𝗮𝘆 𝟭𝟬, 𝟮𝟬𝟮𝟱.

Held in partnership with non-profit Fostering Education & Environment for Development, Inc., volunteers from the call center's Makati office planted 200 indigenous forest trees in the UP Laguna-Quezon Land Grant–part of the Sierra Madre's 9,000+ hectare protected forest.

The initiative focused on targeted reforestation and biodiversity conservation within this crucial ecosystem.

𝘗𝘭𝘢𝘯𝘵 𝘪𝘵 𝘍𝘰𝘳𝘸𝘢𝘳𝘥 underscores Open Access BPO's commitment to corporate social responsibility. By actively engaging in green initiatives, the company demonstrates a tangible dedication to creating a positive impact on the environment and the local community.

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 10 hours ago
This May, the conversation around #MentalHealth awareness rightly shifts towards action.

At Open Access BPO, we're dedicated to fostering a culture where our employees' mental well-being is a priority, through our employee engagement activities, employee-centric policies, and healthcare initiatives: https://buff.ly/kBYj9xI

This commitment empowers our team and reinforces our belief in the importance of advocating for better support for all.

#WeSpeakYourLanguage
#OneForHealth #MentalHealthMonth
#MentalHealthAwarenessMonth
Open Access BPO 11 hours ago
#𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝗼𝗳𝘁𝗲𝗻 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗮𝗻𝗱 𝗹𝗮𝘀𝘁 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗮 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗵𝗮𝘀 𝘄𝗶𝘁𝗵 𝗮 𝗯𝗿𝗮𝗻𝗱.
It offers multiple opportunities to make a great impression and build lasting loyalty.

But even a single customer service blunder can quickly turn a positive #CustomerExperience sour.

There are more support failures that can may customers abandon your brand and check out your competition.

What you do to prevent them from happening is critical.
Start with a powerful #CustomerSupport strategy: https://buff.ly/xr3yMqT

----------
Let's give your consumers the #CustomerExperience they'll be talking about for years: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
Open Access BPO Yesterday
Expanding your #startup internationally can unlock a world of opportunities.
From market research to talent acquisition, #outsourcing can be a powerful tool to streamline your global expansion.

But how can you tell if your startup is truly ready to take on the world?
Before you take the leap, check out these essential signs of international expansion readiness: https://buff.ly/aEtrOFi

——————————
Ready to take the leap and expand your startup internationally?

Let Open Access BPO help you navigate the complexities of global expansion through our #BPO solutions: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#OutsourcingCX #CustomerSupport
Open Access BPO 4 days ago
Staying competitive often means finding smarter ways to operate and deliver great results.

For many global brands, that involves partnering with #outsourcing experts, and the Philippines is a go-to destination.

What's makes these outsourcing collaborations so impactful for a company's growth?

Learn why so many companies trust Philippine outsourcing companies to help them flourish and expand: https://buff.ly/UKynqaI

——————————
Just like many of the world's top brands, you can count on Open Access BPO to deliver excellent #CustomerExperience through our outsourcing services.

Ready to see how we can help your customer service shine? Get in touch: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#CustomerSupport #CSat
#OutsourcingCustomerService #CX
#CallCenterOutsourcing #CustomerExperience
Open Access BPO 4 days ago
The global market demands more than language fluency—it requires secure multilingual #outsourcing for seamless, protected customer interactions.

But with stricter regulations and evolving cyber threats, businesses must rethink how they approach multilingual #CallCenter outsourcing.

Check out our latest blog to learn why security must never be an afterthought in global expansion: https://buff.ly/llPMlW1

——————————
Multilingual capabilities and #DataSecurity are two of Open Access BPO's best assets.

Our seamless operational processes and professional teams of experts fuse together #MultilingualSupport for over 30 languages with #DataProtection practices.

Learn more about what we can do for brands: https://buff.ly/mjNQZ9U

#WeSpeakYourLanguage
#MultilingualCallCenter#CustomerExperience
#MultilingualOutsourcing #CustomerService
#DataProtection