BPO
From The Report: The Philippines 2016
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The global BPO industry is forecast to be worth $250bn by 2020 and the Philippines is seeking to cement its position as a preferred global service offshoring hub and expand on and diversify its share in this lucrative, yet highly competitive field. Having grown at a compound annual growth rate of around 10% over the past decade, the BPO sector has become the country’s largest source of private employment and the second-largest contributor of foreign exchange earnings after remittances. It has also fueled the growth of other sectors, as the salaries paid out have augmented household consumption and anchored the expansion of the property and retail sectors. Since 2004, the Philippines has tripled its global market share of BPO business, from 4% to 12.3% in 2014. It is estimated that this could rise to 19% by 2020. This chapter contain an interview with David Rizzo, Asia Pacific President, Teleperformance.

Articles from this Chapter

Overview

From strength to strength: The sector continues to expand into higher-value services
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Rarely has a new industry traced the trajectory from concept to prime economic driver as quickly as business process outsourcing (BPO) has in the Philippines. In a very short time span, BPO has grown from a handful of contact centres to a global back-office resource hub and call-centre capital of the world, drawing jobs and investment from all corners of the globe along the way. In fact, if the BPO sector sustains its annual average growth of 15-18%, it could soon surpass the annual $25bn in revenue…

Analysis

Adding value: Higher-value non-voice services offer opportunities for skilled graduates at home
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The success of the voice segment of the business process outsourcing (BPO) industry has enticed many clients to fold non-voice, higher-value process outsourcing services into their offshore BPO operations in order to expand and compete more effectively and economically. These higher-value non-voice services include the outsourcing of data-based business activities known as knowledge-process outsourcing (KPO), finance and accounting outsourcing (FAO) and IT outsourcing (ITO). The Philippine government…

Interview

Lay of the land: OBG talks to David Rizzo, Asia Pacific President, Teleperformance
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Interview: David Rizzo How can the Philippines ensure the orderly decentralisation of business process outsourcing (BPO) growth as urban areas reach maturity? DAVID RIZZO: There is an increasing degree of competitiveness in Manila and Cebu, with the latter no longer qualified as a tier-2 market and offering any cost advantage over Manila. When talking to customers about how to diversify risks and minimise the impact of potential disruptions to business, from public transport strikes to typhoons,…