Increasing acceptance of outsourcing appears to have benefited the Philippine BPO industry as client companies focus on cost-saving and productivity-enhancing measures. Clients are also outsourcing more complex processes, increasing the value of services offered by the industry, according to the results of a recent industry forum and a related survey.

BPO executives attending an industry briefing and survey respondents alike are overwhelmingly optimistic in their forecast for the next 12 months. Close to 80% of BPO companies see expansion of between 6% and 80% in their workforce in the next 12 months. “Our previous survey showed a return to optimism in the industry. The current survey shows that sentiment achieving momentum,” said Oscar Sañez, BPA/P CEO.

The range of services offered by the industry has continued to expand beyond process-based services to more complex, judgment-based services, a trend observed in successive quarterly surveys. Back-office; IT, data and software; and knowledge-based processes in finance, medicine, and legal services are among the increasing number of high-value offerings provided by respondents’ companies. In all, respondents’ companies are engaged in delivering services in more than 20 sectors. Read more...

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