Philippine BPO companies must climb up the value chain, says analyst

Faith Ocampo Published on September 21, 2015

multicolored-sillhouette-business-workers
To maintain its standing as a burgeoning economic force in Asia, the Philippine outsourcing industry must aim for a higher spot in the industry value chain, an economist said.
The business process outsourcing (BPO) industry is one of the main pillars of the Philippine economy. Forecasts by the IT and Business Process Association of the Philippines (IBPAP) state that it could generate about $25 billion in revenues by 2016. Along with this explosive growth, BPO companies can also offer up to 1.3 million jobs in the same period.
However, economist Andrew Masigan said in an interview that outsourcing companies in the country must start shifting from call center services to higher-value services. According to him, this will help make the Philippines the leading nation in the global outsourcing industry.
“The growth in our BPO industry isn’t bad. It contributes a lot to the economy but if you will look closely, a BPO employee employed in a contact center gets paid a minimum of only $15 a day,” Masigan said.

Knowledge process outsourcing in the Philippines

filipino-business-team-meeting-looking-at-laptop

Masigan remarked that Philippine BPO companies should delve into sectors that could generate bigger revenues. Examples of this are business processes categorized within the knowledge process outsourcing (KPO) sector. KPO tasks are based on analytic and research skills, design and creative skills, and expertise in business. As such, they may be considered the core processes of an organization. Examples of this are software engineering, business and market research, and business transformation services.
However, current rough estimates indicate that one-third of all outsourcing companies in the Philippines offer KPO services, whereas call center operations make up the larger two-thirds of the industry. In relation to this, IBPAP expects the non-voice sector to catch up with the voice sector as the former grows at a 20% rate.

The potential of emerging BPO cities

The Philippine outsourcing industry can also benefit significantly from several flourishing BPO sites. Together with the IBPAP, the DOST periodically updates its list of Next Wave Cities, with Davao, Baguio, Iloilo, and Dumaguete as frontrunners. The gradual spread of the call center industry outside Metro Manila and Cebu City provides investors renewed opportunities while boosting employment and revenues.
The Philippines’ roadmap for the outsourcing industry is already set. The only remaining task is for BPO companies to embark on the momentum that drives the entire sector forward. What the BPO industry needs right now are focused management, widening of knowledge-based services, and a capacity-targeted training to enhance professionals competencies in both voice and non-voice services.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 12 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 12 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 12 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 13 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 13 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO