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Outsourcing was not the key strength of the Philippines back in the 1970s. It was agriculture, and the Philippines was once a top exporter of fruits and rice to many countries in the world. In the 1980s, the country saw a boom in sending Filipinos as overseas foreign workers. It was in the early 1990s that the call center business first saw the ray of light in the country.
The man responsible for it was Frank Holz. He founded the Accenture Global Resource Center in 1992, and the Philippines BPO industry was born.
As the country was trying to deal with the issues that beset the economy, Congress passed an act that would entice foreign corporations to establish their businesses in the Philippines. This act allowed foreign corporations to enjoy low taxes, and some also enjoyed the benefits of having some of their expenses like utilities subsidized by the government.
It was in 1997 and 1999 that other players entered the scene. These were Sykes and eTelecare.
And then came People Support in 2001. The company set up its office in Ayala, Makati, and provided Filipinos more than 8,000 jobs. Two years later, Convergys put up two contact centers in the country, and its then-president announced that the Philippines is going to be a part of the company’s global plan for expansion.
By 2005, the Philippines outsourcing industry accounted for 2.4% of the country’s gross domestic product and had 3% market share in the global BPO industry. The country was competing against BPO giants like Mexico and India.
By 2010, the Philippines was officially recognized as the world’s BPO capital.
Today, the world’s first choice is the Philippines ITES industry. As the BPO industry thrived, the business leaders also ensured that the country is abreast with the demands and the new technologies that the world needs so the businesses here can provide a truly global service.
Among the key business models that the country can offer are:
Captive Markets – a system where the BPO is set-up by the parent company itself instead of outsourcing. Examples of these are Wells Fargo and J.P. Morgan.
Build, Operate, Transfer – also known as the BOT model. In this system, a company will outsource its business needs to the BPO company. For a specific period of time, the BPO company will consolidate all its processes and best practices and turn over all the assets and employees to the client.
Third-Party – this is the most prevalent business model where foreign companies will outsource some of their business processes to either a contact center or a BPO company. Essentially, the employees are under the care of the contact center, but they use the client’s brand name and processes.
There are other models that one can check out, such as the build-from-scratch model, but the three previously mentioned methods are the most prominent.
Summary
Today, it is no longer a question of why the Philippines but rather where in the Philippines should you build your contact center. Or if you are dealing with a BPO company, it is a matter of choosing the right partner do business with. For inquiries, write to bd@athl.com.hk.
Jabra Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
Freemate headsets, and sanitary solutions for headsets Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
Contact center headsets and conference solutions Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services: * Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
Call Center Headsets Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world. Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
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