BPO industry can't be 'complacent' in global lead, says insider

The Philippines shouldn't be resting on its laurels as one of the world's top providers of business process outsourcing services, as many up and comers are looking to “dislodge” it from its position, an industry insider said. “We need to make sure we are doing the right thing, be aware that we cannot afford to be complacent, work even extra harder, get the right message across, and put proper things into place," said Jeff Williams, head of Medical Management Operations of MediCall Philippines Inc., in an exclusive briefing by the Business Processing Association of the Philippines. Williams added that as the world's top provider of voice services and second for non-voice services, the Philippines is considered a “mature” country that other nations would be hoping to knock off its perch. At the briefing, the attendees discussed industry concerns, including internal problems such as the peso's appreciation, the need for a more investor-friendly environment, and brain drain. On the latter, “We are competing for our own people. We are offering those jobs with great pay for our people. Hopefully, we can achieve that here [in the Philippines]," said National Competitiveness Council private sector co-chairman Guillermo Luz. Luz also brought up the problem of red tape, citing the World Economic Forum's recently released Global Competitiveness Report 2012 that shows bureaucractic requirements slowing down the starting and setting up of businesses. The briefing was attended by nearly 100 delegates, including industry players, representatives from the Department of Trade and Industry and the Philippine Export Zone Authority, and outsourcing investors. — BM, GMA News