BPO Talks: Are PH risks losing voice BPO leadership?

The industry is changing. We could see these jobs came quickly here could just as quickly start to move somewhere else. So it’s a big concern. Unless we’re taking action immediately now to make sure that we keep as many of jobs as possible.
Experts have warned the Philippines that while it currently leads in the business-process outsourcing (BPO) industry, especially in the voice segment, it could lose to other emerging destinations worldwide because of complacency.

There are two main success drivers: the first is highly qualified management that pays fixed attention to boosting call center efficiency and streamlining expenses while also boosting income at the same time. That, coupled with next generation IT solutions, enhances performance by automating all major business processes, explained Noda CEO Andrey Zaitsev.

The Philippines needs to adopt ways to maintain or strengthen its competitive advantage over its competitors and emerging new generation of call centers so as not to lose clients, according to speakers in the Noda Contact Center Forum 2014, which tackled trends and future development of the call center and BPO industries.
Penny Bongato, executive director for talent development at Information Technology and Business Processing Association of the Philippines (IBPAP), said that while other countries have indeed risen to the occasion, the Philippines still has advantages over them due to its service orientation and innate care in handling clients.

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