BPO sector prepares for the challenge of the new decade
Posted on January 16th, 2010
In the year 2010, the business process outsourcing (BPO) sector, is seen to continue growing as it marks its 10th year in the Philippines. For this year, BPO is expected to earn at least $11 billion and continue employing over one million people in the country. But while the sector is optimistic, it also needs to keep itself updated to meet fresh challenges in the onset of a new decade.
Jon Kaplan, President of TeleDevelopment Services (TDS), acknowledges the challenge and said, “This is a big year for the BPO industry as it signifies the 10th year anniversary of call centers in the country.” He added, “As we approach this milestone, it is necessary to evaluate and carefully map our plans for our continued development. We need to resolve training challenges for a more specialized workforce to addressing the increasing demand for high-value and value-added services.”
In the past, voice services helped spurred the growth of the call center industry in the country, however in the years to come, complex services like the knowledge process outsourcing (KPO), are expected to be the sector’s next revenue earners. Kaplan said that all allied sectors of BPO should be prepared and develop the talent, technology, and the infrastructure to meet the new challenges.
Kaplan noted that the upcoming Annual Call Center and BPO Training Convention will be a good venue to discuss all these challenges and help all industry players to prepare for it. His company, TDS, will be organizing this year’s convention, in cooperation with marketing communication firm TeamAsia. The convention, which is now on its 4th year, will have “The Vision of the Next Decade: Conquering Uncharted Ground” for its theme. It will be held in March 11 to 12, at the Makati Shangri-La Hotel.
The convention will be attended by players from the BPO sectors as well as those from their allied sectors.
