OUR
MISSION
To
advocate the advancement of the BPO industry
To
promote Quality of Service among our member-Providers
To
recognize our Social and Civic responsibility
To
ensure the success of new BPO business partneships by helping overseas
companies find the right BPO Provider in the Philippines
OUR
VISION
To
lead the BPO Industry to its full potential
Philippines
or India?

"A
survey by Kelly Services, Inc. based in Michigan, showed that India
is no longer the first choice of U.S. companies looking to set up
their offshore backroom operations. The study cited companies eyeing
the Philippines as the better site due to quality."
"The
Philippines probably also has the highest agent productivity in
the region. For instance, take the handling of all calls. According
to the study, agents in the Philippines handle an average of 98
inbound and 107 outbound calls per day while the numbers for Indian
agents are 73 and 78 calls respectively."
"India also faces an unfavourable staff turnover of 31 per
cent with 67 per cent of the job-switchers moving to other competing
call centres. As a result, staff tenure in India is the lowest at
just 11 months while it is the highest in South Korea at 24 months
followed by 19 in the Philippines."
[http://www.kellyservices.co.in]
"A
recent decision by Tampa-based Sykes Enterprises to relocate a call
center from its Bangalore, India facility to other more strategically-aligned
offshore facilities in the Asia Pacific region in the Philippines,
illustrates some of the challenges associated with offshoring, reports
The Motely Fool, following up on a report in the Tampa Tribune.
Apparently, some customers were having trouble understanding the
accents of the company's Indian staffers when they called for service."
[http://www.shrm.org]
How
does outsourcing impact the economy of the US and the outsource
provider?
Diana
Farrell of McKinsey Global Institute (MGI) calls it a win-win situation.
"Offshoring
will allow the U.S. to capture economic value through multiple channels:
Reduced
costs - Savings from reduced costs means more savings, which can
be passed to consumers or to investors to reinvest.
New revenues - Offshoring creates demand in destination countries
for U.S. products, especially for high tech items.
Repatriated earnings - Several providers serving the U.S. market
are incorporated in America, which means they repatriate their earnings
back into the U.S.
Redeployed labor - U.S. workers who lose their jobs to offshoring
will take up other jobs, which will in turn generate additional
value for the economy. "
"Of
the $1.45 - $1.47 of value MGI estimates is created globally from
every dollar spend a domestic company chooses to divert abroad,
the U.S. captures $1.12 - $1.14 while the receiving country captures
on average 33 cents. In other words, the U.S. captures 78 percent
of the total value."
[http://www.mckinsey.com] |
FACT
#1: EUROPEAN & AMERICAN COMPANIES
THAT HAVE ALREADY OUTSOURCED TO THE PHILIPPINES ARE NOW SAVING
40% TO 60%.
FACT
#2: HIGHER
PRODUCTIVITY. LOWER TURNOVER. BETTER SERVICE. THESE ARE THE HALLMARKS
OF THE PHILIPPINE BPO PROVIDERS.
FACT
#3: EVEN
INDIA OUTSOURCES TO THE PHILIPPINES.
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ANNOUNCEMENTS:
Alert: Do not provide upfront Guarantee Fee to any person(s) projecting
that they are authorized on behalf of a client to outsource a
project and such Fee leads to Contract award.
Preparations
are on for the 2008/2009 BPO Service Excellence Star Awards! Click
here for more info!
The
1st Philippines BPO Suppliers Directory will be published by BSA/U
in 2008/2009. More info.
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Major
companies that already operate in the Philippines include AIG, AOL,
Barnes & Noble, Chevron, Citigroup, Dell, HP, HSBC, IBM, Intel,
JPMorgan Chase, Motorola, Procter & Gamble, Siemens AG and Trend
Micro. Roster of outsourcing clients includes NEC Telecom, Caltex,
Fujitsu and Alitalia.

Philippine President Gloria Macapagal Arroyo, center, is escorted
by Michael Dell, left, Chairman and Founder of Dell Inc, and Michael
Garrison, right, Dell Philippines Country Manager, as she tours
the facilities of its outsourcing branch
Notable
BPO vendors include Accenture, Convergys, and Unisys. There are
numerous smaller operations that either support larger vendors during
seasonal demands, or directly service Small and Medium overseas
companies. Major vendors are managed jointly by expatriate and local
managers whereas smaller operations maintain their viability through
direct management by its owners, who themselves are most likely
to be from the BPO and ICT industries (see sidebar).
This
industry in the Philippines is fueled mostly by customer care, medical
transcription, software development, animation, and shared services.
Though customer care call centers form the largest part of the BPO
boom locally, the Philippines' language proficient information technology,
human resource, and finance/accounting professionals are significant
contributing factors as well. The proficiency of many Filipinos
in English is a major factor in the growth of BPO in the Philippines.
2008/2009
BPO Service Excellence Star Awards preparations are now
on-going. This is to recognize BPO companies - both veterans and
startups alike - who have shown commitment to excellence.
 
Nominations are now open in all categories. Gold Rated members are
automatically included in list of nominees. Bring recognition and
prestige to your company! Let us know about your achievements and
innovations.
First
Philippine BPO Suppliers Directory to debut in 2008/2009.
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Are
BPO companies and highly salaried BPO workers part of the
target demographics of your products and services?
BSA/U can put your ad right in their hands!
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Whether
you are a supplier/provider of training services, furnitures, stationaries,
computers&accessories, or benefit/reward items like travel and
tours, spas, or high ticket items like cars, real estate, being
in the directory will widen your reach!
The
printed directory will be distributed to over 300 BPO companies
(free to BSA/U members) and made available for sale in bookstore
chains. We are undertaking this project in response to suppliers
who request access to our members: as it is against BSA/U policy
to sell or rent its members database, the BPO Suppliers directory
answers the needs of both members and suppliers, while respecting
the privacy. Watch this website for more announcements! This is
a rare opportunity to reach your target market at less than half
the cost of alternatives.
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FLASH:
Latest industry estimates puts the 2007 BPO Industry output for
2007 at US$4.5B - US$ 4.9B. Projection for 2008 is now at US$7B,
and expected to hit US$ 13B in 2010. Industry now employs about
300,000.
BSA/U
is one with BPA/P in advocating the creation of an ICT Department
from the existing Commission on Information and Communications Technology
(CICT), and Department of Transportation and Communnication to create
and advocate an industry-wide roadmap.
The
BPO Services Association Unlimited (BSA/U) was formed in 2006 as
a private-sector led organization to aggregate the collective interests
of the SME-level Business Process Outsourcing (BPO) operations to
support the SME Agenda of the Department of Trade and Industry in
view of its increasing role. The SME sector is the backbone of the
Philippine economy. It comprises about about 99.6% of all registered
firms nationwide employs 69.9% of the labor force, and contributes
32% to the economy (DTI).
BSA/U
complements efforts of industry associations such as Contact Center
Association of the Philippines (CCAP, 2001) and Business Process
Association of the Philippines (BPA/P, 2004) that are geared for
large joint-venture BPO companies serving the Fortune 500 companies
in USA.
As
the number of BPO startups multiply, it has become an urgent matter
ensure the continuing level of quality and customer service that
has become the hallmark of the Philippine BPO industry.
BPO
is now a significant component of the Philippine economy. An estimated
120 companies with a workforce of 200,000 people generated a combined
revenue of $2.1 billion in 2006 and forecasted to earn US$11 billion
and employ 900,000 people by the year 2010. Led by the Call center
industry in the Philippines, the BPO is increasingly contributing
to the Gross National Product. IT and IT-enables services and ICT
support services is one of the 11 identified as Preferred Activities
under the Investments Priorities Plan.
IPP 2006, PDF
BSA/U
members include Call Centers, Contact Centers, Transcription, KPO,
DPO, LPO, Application Development and Maintenance, Animation, Graphics
and Web, Engineering and CAD Services throughout the Philippines,
with no restriction on size and form of ownership.
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