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

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
Open Access BPO2 days ago
Meet the diverse superheroes of our #ContactCenter team! From analytical minds to empathetic listeners, we've got it all.

Swipe through to see the incredible personalities, working styles, and motivators that make our customer service shine!

----------
Our #recruitment & training strategies are designed to get the best reps for your brand.
Oursource with us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital. You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/3qvoHui

----------
Let us create the multichannel program and team for your brand: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage`
Open Access BPO
Open Access BPO3 days ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO4 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO