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ICT Awards recognizes growth of non-voice BPO sector

By Cora Llamas
Computerworld Philippines
April 12, 2010

The 4th International ICT Awards held on March 25 at the Dusit Thani Hotel recognized the contributions of eight players in the business process outsourcing (BPO) industry who had helped raise the bar even further in 2009. According to Oscar Sañez, President and CEO of the industry association Business Processing Association of the Philippines (BPAP), the awards body, since its establishment in 2006, has consistently proven the Philippine BPO industry’s capability to compete in the international arena.

“The industry garnered US$7 billion in revenues in 2009 and employed 446,000 people. With more than 350,000 BPO employees in Metro Manila alone, the National Capital Region has been regarded as the biggest BPO city in the world,” Sañez adds.

Further data from strategic consulting firm Tholons have already ranked the Philippines as the No. 2 nation for offshore outsourcing.

Sañez foresees the continued growth of the industry and projects an over-all revenue of US$500 billion by the year 2020. Philippine BPOs intend to capture at least 10% of that market share which translates to US$50 billion in revenues.

The “BPO Company of the Year” category indicates that the winner would have the resources and drive to take a lead in that venture, if only for the size and growth of its own revenue and employees. Other criteria included the size, quality and diversity of international clients; depth and breadth of competencies as demonstrated through industry recognition; management capabilities reflected in the experience and accomplishments of the leaders; participation in corporate social responsibility initiatives; and testimonials from stakeholders.

Convergys Corporation, awarded the BPO Company of the Year for 2009, fits the requirements with its four newly opened sites and the addition of 4,200 jobs to its current 20,000 employees. Its expanded portfolio includes Back Office, Accounts Receivables Management, Finance & Accounting, HR Management, Customer Care, Technical Support and Market Research. Convergys’ commitment to talent development is evinced in the US $4.3 million it spent on training for about 11,000 employees the past year.

TELUS International Philippines was named “BPO Employer of the Year,” a category measured by the effectivity of employee retention rates, the alignment of all levels of the organization to their defined mission and vision, and the commitment to the continuous learning of their workforce. Some of TELUS’ programs include: Program ONE for orientation of new hires; Personal Empowerment Program offered to all team members; LEAD for developing leadership capabilities; OnTrac for developing operations management abilities; and Executive Development for senior leadership team members.

Deutsche Knowledge Services won the “Award for Shared Services Excellence of the Year” which was open only to captive operators which had a minimum of 100 employees at the end of 2009 involved in providing services from the Philippines to their company’s global network. Established in 2005 as a wholly owned subsidiary of the Deutsche Bank Group, Deutsche Knowledge Services provides accounting, reporting, profit and loss, cost, reconciliation, MIS, risk control, information technology and operations services to internal businesses worldwide. Based in the Philippines, it employs more than 1700 professionals and is managed by an international team of Filipino and expatriate executives.

The “Non-Voice Excellence of the Year Award” only qualified nominees who were “pure BPOs serving international clients.” The winner, SPi Global Solutions,is headquartered in the Philippines and has 14,000 employees in 23 delivery sites in Asia, Europe and North America. As global leader in Content BPO, it is currently serving over 500 clients across content-centric industries including publishing, healthcare, and financial services.

Commission on Information and Communications Technology (CICT) Chairman Ray Anthony Roxas-Chua III was named the ICT Individual Contributor of the Year, who must have shown long-term commitment to developing the Philippine BPO and ICT industries. Roxas-Chua was credited for the robust growth of the Philippines IT-BPO industry, especially by fostering an effective collaboration between the government and the private sector.

Other winners in the 4th International ICT Awards were WNS Philippines, Inc., Best New BPO Locator of the Year; Sutherland Global Services, Fastest-growing BPO of the Year, and Northgate Arinso, Most Innovative BPO Company of the Year.

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