Despite the challenges brought about by the pandemic, the BPO industry in the Philippines has proved to be a reliable employment sector, generating a 10.6% revenue increase amounting to $29.49 billion in 2021, according to the Information Technology and Business Process Association of the Philippines (IBPAP). As the BPO sector continues to play a crucial role in the country’s economic growth, Payoneer, a leading cross-border payments platform, has partnered with top outsourcing companies in the Philippines to enhance and fortify the industry even further.
Payoneer recently held a forum at New Clark City to discuss industry trends, challenges, and opportunities with key stakeholders.
“I think it’s really important to bring together all the different stakeholders that are involved in cross-border international business so we can interact, engage, and learn from each other on how to take the customer experience to the next level. At Payoneer, it’s our goal to help customers grow internationally, to go global, and to be able to help them realize all the potential that tomorrow holds,” according to Miguel Warren, Payoneer Regional Vice President of South East Asia.
Filipinos: The Gold Label Customer Experience
According to Rosario Cajucom-Bradbury, the Managing Director of the Contact Center Association of the Philippines (CCAP), Filipinos’ high-quality work has resulted in the country holding 40% of the global customer experience market by headcount, earning it the reputation of having a ‘gold label’.
With Filipinos being known globally as one of the best in the outsourcing business, more opportunities await Filipinos not just in Manila but in other provinces too. Aiming to generate an additional 1.1 million direct jobs by 2028, IBPAP targets to strengthen the presence of BPOs in cities outside of Metro Manila. In terms of emerging locations for the industry, Cajucom-Bradbury noted that Iloilo, Pampanga, Angeles, Metro Clark, Bacolod, and Davao City are already being leveraged for voice-based and transactional BP services.
“Our vision is to become the world’s number one experience hub for digitally enabled and customer-centric services while driving inclusive and sustainable economic growth and social growth for the Philippines,” said Cajucom-Bradbury.
Growing BPOs in PH: CEOs share lessons and opportunities
One with the goals of IBPAP and CCAP, CEOs of different outsourcing companies exchanged stories and insights to further strengthen the BPO industry in the Philippines.
In his talk, Clark Outsourcing CEO Zack Williamson shared the importance of building a “COOLture” to keep employees engaged and inspired. Creating a fun environment starting with the office design and balancing it with high belief in employees, are some of his topline tips for BPO leaders.
On the other hand, Guerilla Creative Marketing President Vanessa Janssen pointed out the importance of acquiring the right clients. She said, “Find the right clients who pay the right money for your staff. A good company, culture, leadership, and management will spot the potential.”
Meanwhile, TeleWorkPH Founder and CEO Marge Aviso reminded us about the importance of partnerships, especially with regard to cash flow. “Partners make or break your future. I cannot emphasize enough how paramount Payoneer has been as a partner to Telework PH because of their ability to collect cash right away.”
Payoneer provides cutting-edge cross-border payment solutions that help businesses succeed in the digital economy on a global scale. The company has earned the trust of top marketplaces and leading digital brands, with over 2,000 of them relying on Payoneer for their payment needs.
“The forum not only allowed us to understand the industry better but also inspired us to ‘take the big leap’ with IBPAP and the whole outsourcing community. For us at Payoneer, taking that leap means staying true to our goal of connecting more freelancers, online outsourcing businesses, and BPOs to global opportunities now more than ever,” said Warren.