PRESS RELEASE - 23 - 2020
(11 September 2020, Honolulu, Hawaii) IT-Business Process Outsourcing (IT-BPO) executives promoted outsourcing of contact center operations during the webinar on ““Setting-up your call center overseas: Ensuring 24/7 support to serve your clients’ needs” on 10 September 2020. Butch Valenzuela, Member of the Board of Directors of the Contact Center Association of the Philippines (CCAP) and President and CEO of Visaya Knowledge Process Outsourcing Corporation and Sarah Machan-De Silva, Chief of Staff (Asia) of Alorica served as resource speakers during the 5th installment of the eight-part “Global Business Processes Powered by the Philippines Webinar Series”. The online event is organized by the Philippine Trade and Investment Centers (PTIC), Embassy and Consulates General of the Philippines in the United States. The webinar series aimed to promote the Philippines as the preferred destination for outsourcing and offshoring among small and medium-sized businesses in the United States.
Butch Valenzuela gave an overview of the contact center industry in the Philippines. The country is the world’s leading provider of voice-enabled BPO services generating $15 billion in revenues and employing more than 900,000 Filipinos. According to Mr. Valenzuela, “many of Fortune 1000 firms in North America, Asia, and Europe are leveraging on the talent pool in the Philippines to provide contact support services”. Companies are able to reduce cost, improve service quality, and increase operational efficiency by outsourcing. The Philippines is a preferred destination for outsourcing due to the availability of talent pool, cultural affinity with Western countries, vertical specialization, service diversification, and lower labor cost.
Sarah Machan-De Silva, meanwhile, delved deeper on the operational aspects of outsourcing contact center support. She explains the different processes that businesses need to consider when setting-up call centers in the Philippines. Location is one important consideration. Whether to set-up in urban centers or in provincial areas will influence operational cost, availability of space and talent. Companies also need to define the work type they will outsource, operating hours, volume of work, measurement of success, telephony setup, to name a few. Once they have a clearer definition of what they want to be accomplished by their outsourcing or offshoring partner, they can send request for proposals to organizations they might be interested to work with and vet their choices with industry associations and experts. “When looking for an outsourcing partner, it is important to choose organizations that are thought leaders, can help transform your business, and work with you to achieve your vision. You need to look for partners that can provide innovative solutions, resources, and business continuity options. The Philippines has a mature outsourcing industry that you can rely on to be your partner for success,” Ms. De Silva adds.
The Contact Center Association of the Philippines (CCAP) is the umbrella organization of the Philippine contact center industry. From having seven original founders in 2001, CCAP is now comprised of over a hundred member-companies operating in various strategic locations in the Philippines. These members account for more than 60% of the revenues and workforce in the industry. As a non-profit organization, CCAP promotes awareness of the contact center industry; active exchange of ideas, new technologies, best practices and innovations; and the sustained growth of the industry and the country. Meanwhile, Alorica is a worldwide leading provider of customer management outsourcing solutions spanning the entire customer lifecycle. From customer acquisition and sales, to customer care and support, to logistics and fulfillment, Alorica offers a seamless customer experience across all service channels.
The recorded version of the webinar is available at the Philippines ITBPM YouTube Channel: https://www.youtube.com/watch?v=vaBp3nkiN3U
In the next three (3) weeks, the following webinars are scheduled, which will delve deeper into the other verticals and sub-sectors of IT-Business Process Management (IT-BPM):
· September 17 - DELIVERING CLIENT-FOCUSED HEALTHCARE: Outsourcing non-core processes in order for healthcare professionals to focus in providing care
· September 24 - CREATING TECHNOLOGIES THAT DELIVER VALUE: Leveraging on Philippines’ talents to build games, apps, and software solutions
· October 1 - MANAGING BACKROOM OPERATIONS: Outsourcing accounting and financial functions to enable your company to focus on your core competencies
Interested participants may register for the upcoming webinars at https://bit.ly/2Q7vHbk. To know more about outsourcing, interested parties can also contact the nearest PTIC, Embassy, and Consulates General of the Philippines in the US. (END)
