2012年6月26日星期二

The forefront of business process outsourcing - the back-office


The leading edge of the back-office <br /> Philippines call center industry is how to beat India

Midnight in Manila, the entire capital just wake up one working day. The office of the collaborating centers in the world, thousands of young people in the Philippines, the influx of large seems to see less than the edge of open office. Sat down and began to answer the question of the American consumer, or to calm their angry mood, and the Americans in the Pacific on the other side to start their own day.

Filipino call center staff. Outsiders not attractive, however, in addition to working time accounts for their personal social, they look happy and energetic. Their salaries are good, and they know that they are working at the center of the most active industry in this country.

Growth in the Philippines, BPO (business-process outsourcing, BPO) is called a miracle. This industry began in 1997, and now, its employees reached 63.8 million and the output value reached $ 11 billion, equivalent to 5% of GDP in this country. In the voice business, the Philippines last year, even more than India, has long been the world's largest call center operators. Many call centers in the Philippines employed 40 million people, India has only 350,000.

Before it seems, throughout the areas of outsourcing, the 101 million people of Southeast Asia upstart and less likely to go beyond the South Asian giant has a population of 1.2 billion, and India also have all kinds of IT services. However, combined with the extraordinary growth, it is difficult to deny planning in the Philippines: BPO industry is again an increase of about 700,000 jobs in 2016, and the output value reached 25 billion U.S. dollars. Until then, the industry will account for 10% of GDP, and its value will be more than 10 million overseas workers' remittances.

So far, the new call center jobs at the expense of India in return. However, in the back-office work, the more complex relations between India and the Philippines.

Philippine call center has been able to successful mainly due to the staff of the Philippines a more natural English accent, while they are familiar with a variety of idioms, which is what their customers in the United States. A lot of people have complained about the harsh Indian accent (looks like the Indians did not receive accent training), the results of the India Company, the business moved to the Philippines, to establish call centers in Manila and other places in the Philippines. Infosys, Wipro and many other Indian companies have established a solid operational. And they went to Manila to drive down labor costs. The Filipino accent is more elegant and natural, the salary levels in the Philippines than in India but also slightly higher.

Another reason is that a large number of well-educated staff in the Philippines. Every year millions of Filipino graduate from school, they do not have more choices in addition to going abroad. And call center jobs is a middle-class work (the new entry point of $ 470 a month).

Philippine BPO industry has tackled the call center market, and its ability to climb the industrial chain of more high-end is a big problem. In order to maintain high growth with profitability, it needs to get more complex back-office work, such as processing an insurance claim with the boot closely audit. These are known as knowledge process outsourcing and legal process outsourcing business, India is still the highest level.

The Integreon given possible future scene. The company has a few layout to do a careful and very safe company. Employed 300 people in Manila, of which 40 are lawyers, and they help a multinational law firm to complete the proceedings. The familiarity of the United States has played a helpful role, "This allows us to become a very easy thing" to a U.S. firm to do legal research, overseas business manager Benjamin Romualdez said.

This kind of business in Manila, just Romualdez, but I hope he can find a more experienced staff, so that double the number. The West Bank was also found in the Philippines. JP Morgan Chase has over 25,000 employees in the Philippines, many of them do not just answer the phone. The Philippines was considered to compete with India in the BPO industry as a whole.

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