The Wallstreet Journal Highlights Open Access BPO’s Operational Resilience

Luis Anthony Oliveros Published on May 6, 2020

Open Access BPO is leading the drive to maintain business as usual during the COVID-19 pandemic, with flexible, nimble deployment for large customer support and back office teams.

The business process outsourcing (BPO) industry, which covers a range of business activities including customer service, technical support, animation, medical billing, and content moderation, is a central pillar of the Philippine economy. In terms of gross domestic product, the business process outsourcing industry grew from 0.75% in 2000 to roughly 15% in 2019.

Wallstreet Journal Features Open Access BPO

Open Access BPO Ben Davidowitz on the Wallstreet Journal

The Wallstreet Journal recently featured Open Access BPO‘s CEO Ben Davidowitz in an article where he discussed some of the company’s measures for adapting and thriving in the new normal.

As the article points out:

“Two of his company’s largest call centers are based in the Philippines’ capital, Manila, which has been under lockdown since mid-March. While a skeleton crew works in the office, most of his 1,200 employees had to set up makeshift call centers at home.

Many members of Mr. Davidowitz’s young workforce live in small apartments without desks or even Internet connections. He dispatched techniciansโ€”carrying special passes from the governmentโ€”to each of the homes where employees needed support. Over many days, the teams set up internet services, hauled work stations and tested the voice quality of calls.”

Resilient Operations Ensure Campaigns Run Smoothly

Open Access BPO’s service delivery and support quality remain unaffected by the Philippines’ government-mandated quarantine. This is due, in part, to the company’s familiarity with complex, multi-faceted programsโ€”the core of its outsourcing business.

The chief drivers for Open Access BPO’s quick deployment of 1,200 staff to remote locations include:

  • business continuity across its sites in the Philippines, Taiwan, China, and the United States;
  • pre-planning for operational contingencies;
  • hands-on management from top leadership down through team supervisors; and
  • Rapidly available, custom online learning materials.

Over a thousand employees have opted to work from their homes. Technicians moved to assist remote staff in setting up their home offices, providing broadband access, computers, and other work essentials.

Some volunteered to be part of the skeleton crew who would work from their offices, with precautions such as social distancing enforced and benefits such as free meals and face masks. Some were provided with nearby accommodations and shuttle services to guarantee staff safety.

Delivering Customer Experienceย Beyond COVID-19

While the post-COVID-19 world is a matter of conjecture, it’s certain that businesses that manage for resilience and flexibility will succeed in the final analysis.

As Open Access BPO looks to the future, it’s leadership is considering how to leverage multilingual services like customer support and content moderation to continue to deliver quality customer experience.

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Luis is a social media drifter who writes about the outsourcing industry for Open Access BPO. During his previous lives, he also worked as a tech reporter, tour guide, and graphic artist.
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Open Access BPO 6 days ago
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Multilingual call center Open Access BPO announced the official launch of ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

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Open Access BPO 10 days ago
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Open Access BPO 20 days ago
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Open Access BPO 20 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.

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Open Access BPO 20 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.

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Open Access BPO 21 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.

โ€œThis program is more than just planting trees; itโ€™s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,โ€ 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.

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