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Philippines Must Prepare to Grab Non-voice BPO Services, Says Regional Teleperformance Head

March 19, 2012

While the Philippines is a top outsourcing location for voice-based call centers – the company took India's crown away in that sector, at least from English-speaking Western nations – the nation has had a bigger challenge attracting non-voice business process outsourcing services. These are a staple of India's BPO industry.


One Philippines BPO industry head says that nation is ready for its non-voice services close-up, however, reports the Philippines BusinessWorld Online.

“The Philippines is certainly ready for non-voice services,” David Rizzo, the president for the Asia-Pacific arm of business process outsourcing (BPO) firm Teleperformance said in a recent forum. “It is already demonstrating its capability for non-voice activities, be it information technology engineering service offering support, animation, human resources and knowledge process outsourcing,” he added.

While the voice-based call center service industry is enormous, the non-voice based BPO market is even larger, and any nation hoping to make outsourcing its bread and butter must master these non-voice services.

“A growth in non-voice activity would help the Philippines grab a bigger share of the global outsourcing and offshoring industry that research company Everest Group estimates to expand up to $280 billion this year,” noted Rizzo.

Research firm Everest Group has forecast the global business process outsourcing (BPO) industry could be worth $220 to $280 billion this year, with 90 percent of that in non-voice work. These non-voice processes demand more complex skills and services in research and analytics for lawyers, doctors and bankers, for example.

Processes like back-office work, payroll processing, medical transcription, paralegal services and much more. In the Philippines, non-voice work last year accounted for just over a fifth of total BPO revenues of $10.9 billion, but employed a third of the BPO workforce, or around 220,000 people.





Edited by Jennifer Russell



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