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Emergence of Metro Manila as Outsourcing Capital of the World - Asia Telecom - ContactCenterWorld.com Blog

Emergence of Metro Manila as Outsourcing Capital of the World

Through the many call centers and outsourcing hubs situated within and outside Metro Manila, the Philippine Outsourcing Industry was able to showcase Filipino professionalism and talent globally. In 2018, Goldman Sachs, the leading investment banking, management and financial firm named it as among the Next Eleven Economies. The firm projected the country to be the 14th largest economy in the world by 2050. Currently an emerging market economy, it is exponentially drawing investors in. Multinational firms like Toyota, IBM and Intel had been mainstays in the Philippines for several years. Investors use them as markers in their feasibility studies before venturing. From them, economic and business analysts are able to quantify investment profitability in the country.

Kittleson & Carpo Consulting recorded that 3 new BPO companies were registered weekly in the Philippines in 2018. The country is still the desired location of many western-based firms for inbound offshore outsourcing operations shown by the $14B in earnings and 1.9M jobs produced last year.


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The allure of lower operational costs, low domestic wages and a proficient English-speaking workforce tighten the country’s pull. The Philippine peso’s foreign exchange rate value and wage inflation restrictions also stimulate the influx of foreign investments. A single US dollar investment is multiplied fifty two times as of 2018. Further, the Philippine focus shift from agriculture to service industry in the past decade made Metro Manila the business process outsourcing (BPO) leader and outsourcing capital worldwide; selling quality services and products to developed markets.

According to the 2018 report of the Texan global consulting firm, The Everest Group, the Philippines takes 16 to 18% of the global outsourcing market share. Six of its cities made the 2018 Tholons Top 100 Global Outsourcing Destinations.  Manila ranked second place. This ranking is based on business catalyst, operational efficiency, digital adaptability, financial infrastructure, scale and talent availability, cost effectiveness, quality, functional capabilities and sustainability. The country’s top universities offering multiple disciplines are found in the city so there is abundant availability of highly skilled workers. This attracted the first BPOs to set office in the city.

BPOs in Manila are already mature and well-established. From pioneering, outsource vendors here have developed deep expertise in servicing global corporate functions for over a decade. This maturity led to the expansion of these Manila-based BPOs to other logistically and financially advantageous neighboring cities and provincial metro locations. Multiple outsourcing hubs are currently operating in Makati, Pasay, Muntinlupa, Ortigas Center, Pasig, Mandaluyong, Quezon City, Cebu, Davao, IloIlo, Bacolod, Sta. Rosa and Baguio.

The robust and lucrative information technology and business process outsourcing sector in these major areas ensure horizontal business growth to buyers as the BPOs goal is to meet their deliverables for mutual benefit. Outsourcing companies see to it that the service they provide level, if not, exceed world standards. This mission concisely serves the outsourcer’s vision.

Out of the 851 registered BPOs in the country 65% of the outsourcers are US firms. Others from Europe, Australia and New Zealand are also growing in number. Half of these companies purchase medical transcription, data entry, IT-related and animation production services while the other half are call centers. The well-organized and collaborative effort of the government and industry players who coordinate closely in keeping the country’s spot in the global scene made this possible. For inquiries, you can write to bd@athl.com.hk

Source: https://www.asiateloutsourcing.com/metro-manila-outsourcing-capital-of-the-world/

Publish Date: February 21, 2019 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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