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Call Center / BPO industry in Philippines


Back office out-sourcing

Business Process Outsourcing (BPO) is about both front and back office out-sourcing. Everyone is familiar with front office out-sourcing where we have the call centers and computer technology development and support, but back office out-sourcing is an integral part of the BPO industry too.

In recent years, more companies are beginning to outsource their back office operations which can cover anything from payroll processing to disaster recovery, and from sales and marketing to outsourced accounting and legal services.

According to the Business Processing Association Philippines (BPA/P), the country is extremely competitive in offering this service not only because of the significant cost savings to companies that originally use their own in-house teams, but also because back office outsourcing is a market where quality of the service is the primary consideration. Out-sourcing contenders elsewhere may be able to offer lower-cost services but few can beat the problem-solving disposition and customer service orientation of the Filipino people.

The BPA/P says these two qualities make more companies choose the Philippines when they out-source their back office tasks such as medical transcription outsourcing.

Working in the Philippines' favor are the people's work ethic and attention to detail, which are key ingredients of the out-sourcing equation. Another important reason why the Philippines will remain in the fore front of global BPO is the excellent educational system. There is a 95 percent literacy rate and more that 400,000 students graduate from colleges every year.

Further, the BPA/P points to the Philippines as an ideal location for out-sourced accounting services by virtue of the 80,000 to 100,000 individuals that graduate from accounting and business-related courses, including some 2,500 Certified Public Accountants who are adept in the Generally Accepted Accounting Principles (GAAP) and International Accounting Standards (IAS) widely used in Europe, the United States, and Japan. .

As recognition of the strategic importance of the BPO industry to the Philippines, there is major government support through investments in infrastructure improvements such as a new airport and the so-called Cyber-Corridor which stretches 600 miles from Baguio in Northern Luzon to Zamboanga in Mindanao. This cyber-corridor is home to 75,000 call centers and BPO agents who all speak English, and many of whom also speak Spanish, Japanese, Chinese or Arabic.




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