PH to lead in BPO race among Asean members

By Roderick L. Abad, BusinessMirror

Posted at Jan 09 2014 07:49 AM | Updated as of Jan 09 2014 03:49 PM

MANILA - The Philippines is seen leading the race in the business-process outsourcing (BPO) industry when the regional markets integrate next year as targeted by the 10-member Association of Southeast Asian Nations (Asean), according to a top BPO executive.

“It certainly depends on services. But if you look at the combination of both cost and quality, and then beyond that the scalability, there is no better offer than in the Philippines,” Teleperformance President for Asia Pacific David Rizzo told the BusinessMirror.

While the value proposition of the country remains the world-class English-language services and the quality and scale it provides, Rizzo said it is also becoming the preferred destination for some other language requirements in the region.

He cited, for instance, that many companies that are looking to outsource their services within Asean would prefer to do so in a single location like the Philippines rather than having them spread out across multiple geographies.

“So we’re seeing [BPO services requiring other] languages done from the Philippines that include everything from Japanese to Korean, Mandarin, Cantonese and some of the smaller Southeast Asian language requirements, such as Thai, Vietnamese, Bahasa Indonesia and Malaysia,” he said.

Although they are typically less required in comparison to the English language, he said, they continue to grow, based on his experience leading Teleperformance in the Aspac region.

From a regional perspective, he added, there are already “integration opportunities,” given that the industry also necessitates other Asean dialects.

Growth-wise, Rizzo sees it even greater in some of the non-customer facing channels where voice or language capability is less needed.

But for those industries where it’s more secondary in nature, he said the country’s capability is “quite strong,” so it “better positions itself for growth in the future and long-term sustainability of what it has today.”