Find out why the Philippines is rapidly becoming the BPO destination of choice.
The Last 15 Years
The Philippine service sector has grown by over 10% in terms of value added. This growth in services has paralleled growth in the Philippine BPO industry. Indeed, the BPO sector has tripled its global market share from 4% in 2004 to 12.3% in 2014; by 2020, it is expected to further increase its share to 19% (OBG, 2015). It has become one of the country’s most dynamic industries and is now the Philippines’ second largest contributor to Gross Domestic Product.
Already serving companies in North America, Canada, Asia-Pacific and the EU, the Philippines is rapidly becoming the BPO destination of choice.
Economic Growth
The Philippine regulatory environment is conducive to growth during the past decade. It is also one of the fastest growing economy in the last five years. With that, the Philippines is an ideal location from an economic perspective.
Low labour costs provide an opportunity for small to medium businesses to provide customer-facing services at very attractive rates, while still providing that high level of quality customer care that clients are looking for.
Talent
The Philippines workforce has an edge over most major worldwide markets in terms of labour quality with roughly hundreds of thousands new college graduates eager to join the BPO workforce every year.
Also, the Philippines is one of the largest English-speaking countries in the world. The people are also known for their neutral accents making it more appealing to customer service clients.
Cost Savings
It is estimated that the salary of a BPO resource in Philippines is between 14-20% of their Western counterparts. The cost differentiation between salaries, benefits and operational overhead all are major components that make the Philippines so appealing to clients looking for staff.
On top of dramatic labour-related cost savings, commercial property and infrastructure is significantly cheaper and subsidies and tax breaks further reduce costs.
Technology
BPO companies in the Philippines are some of the most innovative in the industry and have been early adopters of a range of technologies such as IP telephony and social media, in order to communicate with their customers.
The Philippines now ranks second in non-voice complex services globally (BPAP, 2012).
Multi Sector Experience
As it has grown, the BPO industry in the Philippines has diversified significantly in breadth and scale. It now delivers services in a wide range of sectors and industries, including engineering, health care, legal, financial, creative, and software services, as well as for the energy, banking, investment, insurance and shipping industries with this wide range of industries also come more skilled and educated employees.
With 95 percent of Filipino BPO agents having a college degree, the variety of industries are only expected to grow and prosper in the coming years.