By Christina Dorset
Asia-Pacific Correspondent

It was only last year when The Commission on Information and Communications Technology (CICT) in cooperation
with the Business Processing Association of the
Philippines (BPAP), and the Department of Trade
and Industry (DTI) announced the 10 cities outside of Metro Manila, Cebu City and Metro Clark that are considered as the next wave cities for business process outsourcing.

In retrospect, the top ten next-wave BPO cities in the Philippines are as follows:
  1) Davao City
  2) Sta. Rosa, Laguna
  3) Bacolod City
  4) Iloilo City
  5) Cavite City
  6) Lipa City
  7) Cagayan De Oro City
  8) Malolos City
  9) Baguio City
10) Dumaguete City

By late 2009, there were more than 400,000 employees in the nation's IT-BPO sector. More than 80 percent of the sector is located in established IT-BPO hubs Metro Manila, Cebu City, and Metro Clark.

Karl Sky
Healthcare Advocate

Setting aside the fearful business climate of some industries in 2012, the year ahead is set to be a lucrative time for small deals primarily in the knowledge service spectrum.

Acquisitions that have been famous in the past years will not be the regular scene in the BPO landscape. Mega deals won't be favored due to advantages brought forth by the success and ease of this year's fragmentation.

In the advent of the Aquino government's promises to make wide ranges of incentives for businesses, offshore BPO gained much ground in terms of attracting new entrepreneurs.

New firms, most of them IT service providers and consultants will be more involved in business process outsourcing, as they are drawn by exciting new opportunities presented by the current business setup.

It is also likely that next year and in the years ahead, a new breed of entrepreneur-professionals like engineers, lawyers, and doctors will find promising endeavors in BPO.

Christina Dorset
Asia-Pacific Correspondent

As with a lot of progressive BPO companies on expansion mode, keeping quality performing employees is essential to maintaining positive productivity. After the job fair events have finished, Customer Service professionals are expected to undergo training. This adjustment period in employment is what most human resource experts tout as the source of low level productivity and decline in revenue.

High rates of attrition or negative turnover has been the culprit in some companies' unnecessary investments in various recruitment channels. The effort does yield them the number of replacements their operations need. But for how long?

The key solution to this dilemma is in the rewards program of the company. Both the human resource department and the managers of the CS professionals can ensure effective ways of keeping quality performers in their ranks.

Effective recruitment is the beginning of a successful expansion program. Retention of quality recruits is the next phase. To finally consider one's place in the BPO landscape as expansive, the company needs to make its personnel stay and thrive.
By Christina Dorset
Asia-Pacific Correspondent

To execute low-cost back-office functions, most shipping and logistics companies like  Maersk, APL, Hapag-Lloyd, Mitsui OSK, CSAV and DHL used to follow the captive route. Such industry leaders have even set up captive centers in India, the Philippines, Malaysia and China to cut on cost.

As a solution to the recent global downturns, they are now increasingly looking at third-party BPO service providers to accomplish business goals as well as to achieve higher levels of efficiency and cost reduction.

Offshore centers are currently known in the industry to provide the necessary relevance by taking over cumbersome office functions such as documentation, finance and accounting, operations and other support areas.

Exclusive: Paperless Program of Maersk

Information that BPO Times obtained from a reliable source indicates that Maersk was hopreful in 2010 that they would continue to have more and more terminals making use of their COREOR messages instead of “paper” releases.

Why BPO Is Starting To Be Considered

It is widely known that most cargo businesses are still heavily paper driven. Despite the rapid adoption of EDI and the Internet, bills of lading, airway bills, freight cargo receipts, freight bills, driver logs, trip records and several other documents still exist in paper form. Processing these documents into the system and managing the associated workflow presents the biggest opportunity for companies to consider BPO.

By Ernesto Bustos
Filipino Correspondent

The province of Bacolod may not be a prime tourist destination for foreigners looking for fine beaches and exciting mountain treks, but companies abroad are closely looking at the area for something more lucrative -- business process outsourcing.

Bacolod City was acclaimed as the Most Business Friendly City in the Philippines in 2007 by the Philippine Chamber of Commerce & Industry.

The city is also considered as the Information Technology and Business Process Outsourcing hub of Western Visayas with the presence of 8 major call centers including Teletech, Teleperformance, Convergys and the newly opened Interface Techno-Phil, Inc. at the Lopue's East Center.
According to the “Philippine Cities Competitiveness Ranking Project 2005″ of Asian Institute of Management (AIM), Bacolod tops the list as Number One in terms of infrastructure, ahead of such other mid-size cities like Iligan City, Calamba City, Cagayan de Oro City and General Santos City.

Bacolod also tops the list as Number One in terms of quality of life, ahead of such other mid-size cities like San Fernando City, Baguio City, Iloilo City and Lipa City.

AIM recognizes Bacolod as one of the Top Five most competitive mid-size cities together with Batangas City, Iligan City, Iloilo City and San Fernando City.

Known for being a relatively friendly city, it bears the nickname “City of Smiles.” Bacolod City recently topped a survey by MoneySense Magazine as the “Best Place to Live in the Philippines”.

By Christina Dorset
Asia-Pacific Correspondent

Management consulting firm A.T. Kearney recently revealed that with increased promotional efforts and removing crucial roadblocks, Asian countries Indonesia and Thailand could repeat the BPO success of the Philippines.

It's widely known in the Southeast Asian region that the Philippines’ long-established tradition of providing leading call center support is still strong.


The consulting firm added that it considers the Philippines as “an offshoring behemoth, employing half a million people in the BPO [business-process outsourcing] sector and generating $7.2 billion in revenues in 2009.”

Health care and pharmaceutical industries remarkably fuel the growth of BPO in the archipelago according to A.T. Kearney.


For that matter, the Aquino government has launched a plan to build a virtual BPO university and extend training in call center skills to an additional 10,000 students to retain the nation's competitive edge in the BPO landscape.
By Ernesto Bustos
Call Center Correspondent

MAKATI CITY -- Interface Techno-Phil, Inc. (ITI) is considered as one of the several emerging call centers determined to make its presence felt in several key cities nationwide this 2011. The Asia-Pacific sales and marketing provider’s operations expansion program is a result of the healthy Business Process Outsourcing (BPO) environment that the Philippines experienced last year.

According to data from the Call Center Association of the Philippines, local call centers generated roughly $6.3 billion in revenues last year. A 15-20% increase is estimated to fully occur this year, as more and more multinational companies continue to set-up outsourcing operations in the country.

More than 400,000 college graduates enter the labour force each year according to a research done by ITI Communications. Barely five years ago most graduates from various provinces had to flock to Manila to get the jobs they desired. Most newly graduates still do every year, but those who choose to work for offshore voice-BPO companies now have more than Metro Manila-based sites to choose from.

The call center landscape in the provinces has definitely changed and ITI is scheduled to close in on its 5,000 target workforce by June of this year. To engage more job seekers nationwide to continue developing their skills where they are, ITI is opening satellite headquarters in provincial key cities as it builds its Makati headquarters for central management. ITI News

By Karl Sky
Healthcare Advocate

These days most healthcare organizations are attempting to overcome crucial challenges faced by the healthcare industry. Some succeed in working beyond the hurdles. Most experience one failure after another. What distinguishes successful organizations from their unfortunate counterparts is their ability to adapt.

Adapting as the advancements continue to roll in keep them afloat. Surely, despite acknowledging the need for this move, the process of adaptation varies in accordance to the respective company's chosen means. A big number of successful ones find lucrative partnerships in business process outsourcing (BPO) companies. Hence, medical care BPO is revolutionized everyday.

Medical care BPO is responsible for the following types of services:

  • Medical Information Technology

    This involves solutions that address clinical and financial issues. Products that answer such needs are comprehensive application, technical, project management, and process design knowledge. The goal here is to synergize the most functional systems, people, and procedures for improved services. Experts in the field of vendor application are the go-to guys in the implementation and maintenance of application software that comply with HIPAA and other regulatory directives.

  • Medical Administration Support

    Patients and healthcare service providers need to interact in the most seamless platforms to ensure that administrative costs are reduced and performance capabilities are enhanced. The solutions for such a daunting task are reliable, scalable, and customizable processes designed to make healthcare organizations functional.

  • Medical Staffing and Vendor Management

    Quality consciousness plays a big role in the delivery of products and services in the healthcare landscape. Without any guarantee of good value in such deliverables, consumers will directly suffer from the discrepancy. This is where medical care BPO comes in. It ensures that selective healthcare placement and staffing result to no less than customer satisfaction.

Timely Innovations

The innovation in business process outsourcing is currently making various healthcare organizations perform in their most effective levels. Medical care BPO enables businesses to benefit from an all-phase implementation and support as opposed to companies without BPO partnerships that usually suffer from phase-to-phase inadequacies. A complete life cycle of upgrades, system optimization, and customizations is enjoyed by organizations that outsource. And this is best experienced in the face of shrinking budgets and increasing costs. No wonder business process outsourcing has enabled the healthcare industry to thrive in this age of uncertainty.

Benefits of Medical Care BPO:
  • A complete range of integration services
  • Effective technology that converts application logic into rationalized solutions
  • The convenience of systems innovation that compliments implementation schedules and day-to-day operations
  • Accelerated patient care services
  • Reduced administrative operational costs
  • Reliable, scalable, and cost-effective Revenue Cycle Management (RCM) services
  • Faster payments for improved cash flow