BPO
From The Report: The Philippines 2017
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The Philippines’ business process outsourcing (BPO) sector is an economic powerhouse and one of the largest white-collar employers in the country. It benefits from over a decade of pro-investment policies, a young and well-educated workforce, and rising foreign investment in both third-party contact centres and global in-house call centres. The industry will soon surpass foreign remittances as the single largest contributor to GDP, driven by growth in the emerging segments of health care, analytics and financial services outsourcing. Although rising levels of automation and advancements in robotics and artificial intelligence pose a threat to low-level BPO jobs, strengthening development ties between industry and academia should see growth in high-value-added positions over the medium term.

This chapter contains an interview with Maria Cristina Coronel, President, Pointwest Technologies.

Articles from this Chapter

Overview

People power: Skilled in voice and other value-added services, the outsourcing powerhouse is attracting worldwide companies
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The Philippines’ business process outsourcing (BPO) sector is an economic powerhouse and one of the largest white-collar employers in the country. It benefits from over a decade of pro-investment government policies, a young and well-educated workforce, and rising foreign investment in both third-party contact centres and global in-house call centres (GICs). The industry will soon surpass foreign remittances as the single largest contributor to GDP, driven by growth in the emerging segments…

Analysis

Next wave cities: Opportunities for companies and workers alike are spreading beyond Metro Manila
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With rental rates in Metro Manila rising from $21.80 per sq foot in 2014 to over $31 in 2016 and the majority of new graduates located outside of the capital, the Philippines’ business process outsourcing (BPO) industry is increasingly looking to decentralise investment and activities to a portfolio of emerging secondary cities. Now entering its eighth year, the Philippines’ Next Wave Cities initiative shines a spotlight on these locations, with stakeholders reviewing multiple urban…

Interview

Recognising the shift: Maria Cristina Coronel, President, Pointwest Technologies, on opportunities and growth in the outsourcing industry
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Interview: Maria Cristina Coronel How can the Philippines strengthen its attractiveness as a knowledge process outsourcing destination for call centre operations? MARIA CRISTINA CORONEL: The outsourcing industry has seen a lot of opportunities from health care as well as from IT outsourcing (ITO). Whereas the business process outsourcing (BPO) industry started off with basic call centre operations, the industry has now begun to recognise the convergence between business process management (BPM)…