RP outsourcing firms upgrade offerings to provide high value services

MANILA, Philippines - The Philippines’ offshoring and outsourcing industry is enhancing its offerings to provide high value services, allowing it to remain competitive in the billion-dollar global sector. Officials of local industry outsourcing groups said companies have shifted from low-value services, such as contact center support, to other value-added services, such as back office services, such as accounting and financial analysis. Although call center agents remain in demand, an industry official said many outsourcing companies are now in need of more educated staff—such as accountants and financial analysts—as it provides enhanced business services. PeopleSupport itself is moving into higher value type of services. While still predominantly in the voice business, , PeopleSupport’s recent announcement of a merger with India’s Aegis BPO will position the former to include other higher value BPO services, Borja said. In the global outsourcing industry, contact or call center agents handle inbound and outbound voice traffic. This may include customer support, technical support and telemarketing, to name a few of their services. The call center industry is big compared to other outsourced services. In the Philippines, call centers account for two-thirds of the total projected BPO revenues of $6.7 billion by the end of the year. Earlier, Dan Reyes, CCAP director and president of Sitel Philippines Corporation, said that 92 percent of local call centers are still handling customer care and sales while 84 percent are offering technical support. Another 65 percent are offering marketing support services. But with the threat of the economic slowdown in the US, local call centers are also shifting to higher value services, he added. Higher value outsourced services usually mean bigger business for some BPOs. Aside from accounting and financial back office services, other high value outsourced services include publishing, software development, human resource (HR) development, and credit and collection, to name a few. Typically, those employed to offer these services are especially skilled such as accountants, computer programmers, and HR specialists. Ron Kaufman, a best-selling author and customer service expert, said that to achieve sustained growth, contact centers in the Philippines should maintain high quality service standards. “With advanced equipment available to practically anyone, the real battle ground would not only entail the fastest Internet connectivity, for instance. It will also focus on the response time and output given to the client as well," said Kaufman, author of /UP Your Service!/ and /Lift Me UP, /two book series that led to the establishment of the “UP Your Service! College"— an integrated educational program for enhancing customer service and building a “superior service" culture. He added that in a service-oriented industry, such as the outsourcing industry, people make the big difference in the success of the business, and the industry will be judged by its efficient and caring staff. Reyes said high quality work will also ensure that the Philippines will be the preferred offshore destination for outsourced BPO services. – Veronica C. Silva, GMANews.TV