Robert R. Romulo, writing for The Philippine Star, rebuts a recent article from India’s Economic Times that claims BPO is moving back to India. As evidence, he points to research from the IT & Business Process Association Philippines (IBPAP), which states, “The Philippine IT-BPM industry continues to grow and as of the end of 2013 contributed $16.1B to the economy while providing employment for over 917,000 Filipinos.” That sounds pretty healthy to me.
Keeping BPO Strong
The industry as a whole grew by 22 percent last year in the Philippines, more than double the average global IT-BPM growth of 10 percent. IBPAP has developed a Service Management Program (SMP) deployed across 17 state universities and colleges as a means of further ensuring continued growth and success. While it has been posited that technology-enabled services for customer support could override the significance of pure voice work, the reality is that no such thing is occurring right now, where the Philippines continues to enjoy its pure voice advantage over India.
Companies such as Convergys of course take no sides; they say that the Philippines and India are both vital parts of their business. But Romulo is passionate to defend against what he sees as inaccurate reporting. However, the Philippines is far from invulnerable. Romulo talks about the importance of business continuity:
While the Philippines has developed other locations for BPO service delivery, companies are looking for greater diversity in their business continuity plans or are looking for a multi-country solution to mitigate risk. In this context, the country’s effort to promote resiliency is an important business catalyst which could make Philippines a more competitive choice. This is very important when you consider that the Philippines is considered by the UN as the third most vulnerable to natural disasters after Vanuatu and Tonga. We have to be better prepared and more resilient than we were when Yolanda hit us.
To learn more about growth in the Philippines, as well as to heed more warnings, you can read Romulo’s full article here: http://www.philstar.com/business/2014/08/22/1360241/bpo-here-stay