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News : Higher-value KPO Catching Up with Call Centers–IBPAP
Singapore, June 18, 2014 --The higher-value knowledge-process outsourcing (KPO) sector of the country’s business-process outsourcing (BPO) industry is fast catching up with the call-center segment, as the latter now constitutes only around 60 percent of the whole outsourcing industry, an executive said.
"That means the industry is growing steadily on both segments," Jose Mari Mercado of the Information Technology and Business Process Association of the Philippines (Ibpap) told the BusinessMirror here.
Mercado, Ibpap president and CEO, said the steady growth of the KPO segment "doesn’t mean we’re not going to do voice anymore."
"On the contrary, since we’re now the top voice-call BPO hub of the world, we’re going to use that as the Philippines’s advantage and continue to leverage on that."
The share of the voice segment to the country’s BPO industry has dropped to 60 percent from 65 percent last year.
Mercado said the growth rate "only reflects, on the contrary, a synergy between the voice and nonvoice segments." He cited as an example that companies now offer call-center agents with higher skills who can provide information-technology or IT expertise.
"Some are requiring IT professionals with certifications from the top IT companies."
He also clarified that the industry "is not targeting a balance" in the percentage share between voice and nonvoice. "We take advantage of opportunities. If the Philippines is growing strong on voice and there’s a demand, then we’ll go for it; the same with nonvoice."
Mercado added Ibpap wants to dismiss the misconception that one segment is of higher value than the other.
"There’s no ‘higher’ or ‘lower’ value there. It’s a misconception. Again, let’s work developing what we have and looking at opportunities for growth."
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Information Technology and Business Process Association of the Philippines
About Information Technology and Business Process Association of the Philippines:
BPAP is the umbrella association for the IT-BPO and GIC (Global In-House Center) industry in the Philippines. BPAP serves as the one-stop information and advocacy gateway for the industry.
Published: Friday, June 20, 2014