intro to bpo

• INDENTURE


  legal agreement, contract or document
• ARDUOUS


  involving or requiring strenuous effort; difficult and tiring
• ADULATION


  excessive flattery, admiration or praise
• Business Process Outsourcing (BPO)


  the contracting of non-primary business activities and functions to a third-party provider.
• BPO Business Process Outsourcing services can be divided into back office outsourcing and front office outsourcing
• deals primarily with in-house necessities of business. These include payroll, billing, accounting, and surveys.

  Back Office Outsourcing services
• Front Office Outsourcing services

  can include email, phone conversations, and other forms of communication with customers that involves customer service, technical support or sales.
• Companies will typically outsource BPO front office services in customer service/support, inbound and outbound sales, market research, appointment scheduling, and technical support
• Why outsource?

  1. Cost effective 2. Business Focus 3. Better Productivity 4. Technology 5. Reassign Resources
• 3 type of outsourcing

  offshore, nearshore, and onshore
• Offshore outsourcing happens when your company hires a company located overseas to fulfill certain work requirements. One example is a company based in the United States outsourcing to a company in India
• Nearshore outsourcing happens when you contract work to a neighboring country. An example of this is if your company is in the USA and you outsource to Mexico..
• Onshore outsourcing is when you outsource work to another company within your own country. An example is when a USA-based company hires a USA-based outsourcing firm.
• When most people hear the word “outsourcing” they think of offshore outsourcing. But this isn’t the only kind of BPO.
• 1995


  The Philippine Congress passed the Special Economic Zone Act , lowering are requirements for development and offering tax incentives to attract more investors
• 1999


  Jim Frank and Derek Holley found Etelecare, more popularly known as the first call center in the country
• 2001


  People Support, a US-based outsourcing center, restructured their business and moved their operations to the Philippines providing 8,400 jobs
• 1992


  Frank Holz, under the Accenture group, created the first contact center in the Philippines as providers of basic services such as email response and service management
• 1997


  Sykes Asia set up shop and became the first multinational BPO company in the Philippines
• 2000


  The BPO Industry accounted for 0.075% of the country’s GDP
• 2005


  The Philippine BPO Industry generated 3% of the global BPO market, which accounted for 2.4% of the country’s GDP
• 2006


  EPLDT Ventus, a subsidiary of PLDT, was at the forefront of the local BPO market providing jobs for 11,000 people
• 2010


  The Philippines was officially declared as the world’s BPO capital
• 2003


  Convergys set up two call centers in the country as part of the company’s global expansion and revenue generation plan
• 2006


  The BPO Industry started wo witness a 46% annual growth
• 2008


  Majority of the top US firms already had operations in the Philippines. In the same year, Philippines surpassed India as the top BPO destination
• 2011


  The Philippine BPO Industry generated $11B revenue and contributed 4.9% to the country’s total GD
• 2013

  The industry’s revenue increased to $15.5B will over 900, 000 Filipinos working in the BPO sector
• 2022


  The Philippine BPO industry is projected to generate $32B revenue
• 2010


  The BPO Industry in the Philippines generated $8.9B revenue
• 2012


  The BPO comprised 5.4% of the country’s GDP. Over 700, 000 Filipinos were working in the BPO sector
• 2016


  The industry generated 1.3M jobs with $27.4B revenue, the second largest net foreign exchange earner after remittances from OFWs.
• Income tax holiday

  • Special income tax 5%
• Exemption from national and local taxes and licences

  • Zero-rate value added tax
• Philippines Special Economic Zone Act of 1995
• 5 Reasons why Philippines is

  the Top BPO Destination

  GOVERNMENT SUPPORT HIGHLY SKILLED WORKFORCE MAJOR DRIVER OF ECONOMIC GROWTH LARGE TALENT POOL COST SAVINGS AND QUALITY SERVICE
• BPO Organization Structure: Operations Director

  A person responsible for the delivery of the account’s overall operational metrics and targets based on the clients standards
• BPO Organization Structure: Operations Manager


  A person who manages the overall operational performance and oversees all the teams in a particular account
• BPO Organization Structure: Team Leader/Supervisor

  A persons who leads and monitors the performance of a number of call center agents, provides support through coaching and feedback sessions ensuring that productivity and quality standards are met
• BPO Organization Structure: Call Center Agent/CSR/TSR


  A person who handles incoming/outgoing calls or responds to digital communication platforms of a business which includes but not limited to general inquiries, complaints and technical support