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The ring in BSA/U Logo represents the coming together of Customers, Overseas Partners, BPO Providers, and Government linked by a common desire for service excellence. BSA/U, represented by two-way arrow, links entities in two-way relationships.        BPO Services Association Unlimited (Philippines)

Promoting Best Practice and Service Excellence among BPO Providers in the Philippines to establish sustainable and mutually-beneficial Relationships between Overseas Customers and BPO Providers

 
03 July 2009

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 partnerships by helping overseas companies find the right BPO Provider in the Philippines

OUR VISION

To lead the BPO Industry to its full potential


Philippines AND India?

A New Era in BPO? Business Stategists now see the value of having presence in both worlds. BSA/U welcomes cooperation with India-based BPO companies who wish to partner with right-sized Philippine BPO providers to be able to offer its Clients wider range of services that capitalize on strengths of both.

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: MANY INDIA BPO PROVIDERS EVEN OUTSOURCE OR HAVE ALREADY SETUP IN THE PHILIPPINES.

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 and Fujitsu.

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, IBM, and Sykes. There are numerous smaller operations that either support larger vendors during seasonal demands, or directly service Small and Medium overseas companies. Major provider People Support was recently (Aug 2008) acquired by India-based Essar Group and is now known as Aegis People Support. More India-Philippine tie ups exist.

While the BPO industry in the Philippines was temporarily disrupted by the turmoil in world financial markets in 2008, it is confidently projecting growth in 2009 by an estimated 160,000 new jobs. This is not driven by simple optimism ... outsourcing enables companies to cut costs and is therefore crucial in every company's strategy to weather the crisis.

As CFO or Strategist for your Company, we invite you to continue to consider the strategic importance of outsourcing.

 

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.

Wikipedia Articles "Business process outsourcing in the Philippines", "BSA/U"

The BPO Services Association Unlimited (BSA/U) was formed in 2006 as a private-sector led organization to aggregate the collective interests of Business Process Outsourcing (BPO) providers. BSA/U members include Call Centers, Contact Centers, Transcription, KPO, DPO, LPO, Application Development and Maintenance, Animation, Graphics and Web, Engineering and CAD service providers throughout the Philippines. BSA/U advances the BPO industry through advocacy, supporting BPO -related Government programs and initiatives, promoting best practice and service excellence among its member-providers and by aiding in the establishment of mutually-beneficial relationships between Overseas Customers and BPO Providers.


2010 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.


 

 

ANNOUNCEMENTS
[ Leads · Seat Lease/ Call Center for Rent/ Sale · Ads
· 2008/2009 Industry Stats]

Upcoming Event(s)

http://www.abf-asia.com/project/9563MC_BSAU.pdf

Organized by the Asia Business Forum and supported by BSA/U. Registration is now open! BSA/U members are entitled to 10% off. More event details here.

June 22, 2009. Inbound and Chat Support - US-based company seek to outsource 75 to 100 seats, 24 x 7. Ramp up to 150 in 60 days. Note: By invitation only to Gold Level members, with 500+ seats. Update: Possible awarding the week of July 4 to 11, 2009 during visit.

June 15, 2009. Outbound Campaign Available - Telecom Industry (Canada). Client is Canada-based Company with exclusive contract to market and distribute the products and services of a Canadian Telecommunications company specializing in long distance services and the new and cheaper VOIP based home phones. The 5-page Information kit is available for download here. Non-members: Apply for membership here. Update: First batch endorsed for Contract signing. Next batch in progress for submission July.

Continuing Opportunity for Medical & Healthcare KPO Providers. Client is a US-based Consultancy that currently provides professional services to hospitals. Seeking Philippine-based BPO/KPO providers who render services in Medical & Healthcare (from basic services and telehealth to high value services such as teleradiology - xrays, CTs, and MRIs - at different levels). Must be HIPAA compliant. Please provide your list of services if you are interested. Update: Still accepting applications as of June 29, 2009
Outbound Campaigns for Appointment Setting / Lead Generation. US-based Client seeking Call Centers to undertake commission based Outbound Campaign (Appointment Setting) for a Vacation Plan and/or Credit Rescore/ US Stimulus Plan Project. Open to all interested members - no pre-qualification stage necessary. BSA/U has been authorized to accredit Call Centers and endorse the same directly. Client has good track record of relationships with Philippine-based Call Centers. Contact us immediately if you are interested. Non-members: Apply for membership here . Update: New endorsements on hold as of June 22, 2009

May 13, 2009: Buyer seeking to acquire existing 100+ seat Call Centers. US-based Client with operations in QC and Ortigas is seeking to acquire an existing Call Center, preferably operating with Inbound accounts. Purchase price will be based on assets and business valuation. If non operational, purchase price will be based on assets only. Must be located in NCR (except QC and Ortigas) or in major cities in Luzon. Preferably with space/option for expansion to 150 to 300. If you are interested in divesting, please send your proposal to us. Update: Closed.

BSA/U Supported Event (Concluded)
BSA/U supports the 4th Annual Customer Contact Asia Pacific Summit to be held 6-7 May 2009 in Kuala Lumpur, Malaysia
Event is organized by Frost & Sullivan. For more information, please visit the event website http://www.frost-ccap.com . BSA/U members are entitled to $100 off the early bird price. Don't forget to identify yourself as BSA/U member before signing up for the summit.

April 15, 2009: US Client seeking Bilingual Call Centers (Bahasa Melayu / English). A US-based company with a Philippine-based Representative/ Consultant is seeking a Call Center with bilingual capabilities, particularly Bahasa Melayu and English. Seats: 22 to 24, 24 x 7. Inbound/Outbound to/from Malaysia, database to be provided by Client. Urgent requirement. Please contact us immediately if you have this capability. Update: No qualifying bids.

April 4, 2009: Canadian Client seeking Virtual Assistant Providers. A Canadian company engaged in providing outsource services is seeking contact centers companies who can offer engagements of from 1 to 5 agents for sales, marketing, admin support, virtual assistant functions. Lead provided to BSA/U by the Special Trade Representative of Philippine Trade & Investment Center office of the Philippine Consulate General in the US. Update: Opportunity now closed.

BSA/U Supported Event (Concluded)

The Asia Pacific Project Management Conference will be held held on April 22nd, 2009 at Kuala Lumpur, Malaysia. The event is jointly organized by PMI (Project Management Institute), Malaysia Chapter and Processworks Group and supported by BSA/U.
The conference aims to discuss, deliberate and share the approaches and methodologies that lead to successful projects. The conference objective is to be a confluence of best project management minds which would include consultants, trainers, experienced managers and project technology enabler. The conference focus is on areas such as Program Management, Managing Multiple Programs, PMO, Capturing Lessons Learnt, Project Risks etc. Project Management tutorials are scheduled April 20, 21,23 and 24. Download the full Program here. Visit the event website.

March 30/31, 2009: Workshop on IT outsourcing Legal Aspects to the EU

BSA/U was represented at the workshop jointly sponsored by DTI Bureau of Export Trade Promotion and CBI. CBI is the Center for the Promotion of Imports, an agency of the Netherlands Ministry of Foreign affairs.

March 25, 2009: Future of RP-US Relations Conference
BSA/U attended today the Future of RP-US Relations Conference at AIM Conference Center, organized by US-ASEAN Business Council and Center for Philippine Futuristics Studies.

March 16, 2009: US-based Client seeking single Philippines-based BPO Provider to outsource its full range of activities: Patient/Client case Manager work, 24/7 Call Center tasks, full range of Back-Office Accounting and Finance tasks, Insurance Claims processing tasks, International Traveler services, etc. BPOs with experience in healthcare patient management and/or medical claims processing will be prioritized. Client willing to train. Deadline March 27, 2009. Update: Closed. Client completed 6 site visits March 20 April 1, 2009.

Completed BSA/U supported event

G
Is your BCM program prepared for GAIA’s climate change?
R
How RESILIENT is your organization in recovering after a crisis?
E
Is your business equipped in handling an EMERGENCY?
E
Is your business continuity plan ready to be EXERCISED?
N
What do you do NEXT to ensure that your BCM’s health is green-lighted?

With an alarming number of natural disasters attributed to climate change in this past year alone, it only highlights how essential business continuity management is to every business, regardless of size and location. This event has successfully completed. Click here for Press Release. BSA/U is part of the international network of Supporting Organization for the event. Click here for full list Supporting Organizations

IF YOU HAVE EXCESS BPO SEATS YOU WANT TO LEASE OUT, OR YOU ARE LOOKING FOR READY-TO -USE BPO SEATS FOR EXPANSION OR FOR QUICK SETUP PURPOSES, we can help you! If you want to lease your seats, send us your basic facilities information (location, number of seats, available seats, telco connections, workstation/PC, and pictures) and we'll take it from there. If you are seeking seats, send us your desired number of seats, shift, type of operation (inbound/outboud or BPO type) and preferred locations and we'll find a place for you. Send it to bposeats@bsau.org or contact us. We also provide Consultancy Services in setting up your BPO operations.

42-SEAT CALL CENTER FOR RENT/SALE IN MAKATI CBD. Ready to use. Redundant E1, fully equipped workstations, common areas, executive rooms, amenities . Located in PEZA Bldg. Firm P 3M (US$ 62,500). Lease for US$ 9,000/month. Contact us for more information.
 
25-SEAT CALL CENTER FOR RENT P40T/SALE 300T IN Q.C. Modulars, A/C. Quick apply for Internet connection via Bayan. Also suitable for local BPO (local lines available). Equipment can also be purchased and relocated. Contact us for more information.
 
21-SEAT CALL CENTER FOR SALE IN Q.C. Fully equipped and Ready-to-Use. P 7.0M, includes prime Real Estate worth P 4.0M. Contact us for more information.
   

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2010 BPO Suppliers Directory

[UPDATE: BSA/U is seeking a Publishing/ Advertising Partner to fully handle the soliciting and publication of the 2010 Suppliers Directory. We have taken this decision to enable us to focus on our primary mandate. If your Company is interested in the project and you have experience and track record, please contact us]

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!

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.


As per BSA/U Charter, we do not sell our member database to external parties to prevent unwelcome marketing efforts by unaffiliated Third Parties. Contact us if you wish to advertise on this website as Sponsored Link. Rates start from P 4,000.00/mo.


 

NEWSFLASH May 15, 2009: BSA/U, Caritas Health Card sign MOA to provide health coverage to BPO workers. In line with our Social Responsibility mandate, we have reached Agreement with Caritas Health Card to extend preferential rates to BSA/U member-companies.

Among other benefits, Caritas features transferability of coverage, making it ideal for companies with significant turnovers. Premiums can classified as investments instead of expense as Caritas refunds all premiums after 10 years. See ad below for more info or contact our Caritas Coordinator Mr. Ariel Raymundo at (02)8938909.

Safeguard your most valuable asset - your Human Resources! Caritas Health Card Marketing has signed a MOA with BSA/U to provide preferential rates to all BSA/U-affiliated Organizations!


Visit the Caritas Health Card website


 

BPO-QUALITY
VOIP SERVICE

$ 0.014 / MIN
US / CANADA
Payable in Pesos via BPI / RCBC/ Western

 


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June 30, 2009: Industry estimates puts the number of people employed by the BPO sector by end of 2008 at 435,000 (vs 372,000 in 2007)- excluding the non-BOI/ non-PEZA entities. The BPO output for 2008 was US$ 6.1B (vs US$ 4.5B in 2007), putting the Philippines as the 3rd largest BPO destination (15%) after India (37%) and Canada (27%). It is expected to hit US$ 7.2B to 7.5B in 2009. Industry is optimistic of 18% growth in headcount 2009.

BSA/U supports and advocates 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 by the members of the Outsoucing Association as a private-sector led organization to aggregate the collective interests of Business Process Outsourcing (BPO) providers. 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. Our members vary in size from 10 to 600 to 1,200 to 7,000 staff. The BSA/U just has under 200 members, with streadily growing membership.

BSA/U complements efforts of Contact Center Association of the Philippines (CCAP, 2001) and Business Process Association of the Philippines (BPA/P, 2004) that represent the industry in Government policy formulation.

We welcome SME-level 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).

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 with its 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 (Page 24 of IPP 2007).

IPP 2007, PDF

BSA/U is funded by its Members, Partners and Sponsors as well as its revenue generating activities such as Technical Services and Management Consultancy.

In the News:


BSA/U on Inquirer.Net
"NASDAQ-listed firm to put up call center" [or PDF Format]

BSA/U on PNN "SMEs encouraged to prepare for role in $11 Billion Outsourcing Industry"

BSA/U on PR Zoom "Association of Philippine-based BPO Service Providers Confident on Reaching $4 Billion in Revenues"

BSA/U on Newswire Today

BSA/U speaking engagement invitations as Representative of BPO Sector (Government-organized Events):

Trans-Regional EU-ASEAN Trade Initiative (TREATI), 23-24 June 2008, as recommended by the Department of Trade and Industry - Bureau of International Trade

Conference - Workshop on Business Development for State Universities and Colleges 11-13 June 2008

Photo Gallery

Others (Private-Sector Events):

Emerging Business Opportunities (Metro Manila, Baguio, Cebu) - Session: Getting Started on BPO - January- February 2006

Emerging Business Opportunities (Metro Manila) -Session: Getting Started on BPO - Dec 2006

InfoTech Roadshow (Metro Manila, Baguio, Cebu) - Session: Best Practices for BPO SMEs - March 2007

Opportunities in BPO (Metro Manila) - Session: Planning Your Entry into BPO - June 2007

SME Negosyo (Metro Manila) - Session: Call Center Setup - Nov 2007

Internet and Gaming Event 2008 - Session: Preparing your InternetCafe for BPO - June 2008

Outsourcing Expo 2009 / Business Outlook 2009 - Session: Risk Assessment for New Ventures - Dec 2008

Photo Gallery
Ex

ternal Links:
List of Blacklisted BPO Providers
List of Blacklisted 'Brokers' / 'Clients'

In our continuing effort to serve and develop the BPO Industry, we will soon post BPO Providers (whether member, or non-member) who conduct their business in an unprofessional manner or exhibit unethical business behavior as reported to us by their Clients and/or by our own first hand account and experience. We will also post Brokers/Clients who deliberately deceive BPO Providers into rendering services with no intention of paying agreed amounts. These entities are threats to the growth of the Business Process Outsourcing industry in the Philippines and must be dealt with accordingly.

 

Call Center Directory
Call Center Directory is the No. 1 online resource for information regarding call center industry

Philippines Directory

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© 2009 BPO Services Association Unlimited (BSA/U). All rights reserved. SOA 00022200900431102 IPO A# 04-2009-004084. We wish to thank the Business Software Developers Alliance with Users - original owner of the domain www.bsau.org - for having transferred this domain to us. Website comments: webmaster@bsau.org. General inquiries: info@bsau.org.