Transcript Philippine Contact Center Industry Overview

Representing the Country’s
IT & IT-Enabled Services Industry
Mitch L. Locsin
Executive Director
Business Processing Association of the Philippines
• Private sector-led organization representing the six (6)
different sectors of IT-enabled services industry and their
support industries
• One-stop information and advocacy gateway
• Formed from the merger of the Contact Federation
Philippines & Outsource Philippines
• Created to give the BPO industry a single point of
contact for the world
Agenda
• Industry Overview
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Contact Center
Business Processing (Back Office Operations)
Animation
Medical & Legal Transcription
Engineering Design
Software Design
• Human Resource Profile per Sector
• Human Resource Challenges
• Current Programs to Address Challenges
Contact Center Overview
A contact center is an umbrella term that refers to reservations
centers, help desks, information lines or customer service centers,
regardless of how they are organized or what types of transactions
they handle. In its most sophisticated form, the term refers to a
voice operations environment that provides a full range of highvolume, inbound or outbound call-handling services, including
customer support, operator services, directory assistance,
multilingual customer support, credit services, card services,
inbound and outbound telemarketing, interactive voice response
and web-based services.
As of 1st Quarter, 2005
 Total Seats: 70,000
 Total Full Time Employees: 112,000
 Estimated Revenues in 2005: US$ 1.1 Billion
 With a Growth Rate in 2005: 100%
Contact Center HR Profile
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Excellent English communication skills
Customer service propensity
College education
Sales orientation
Computer and internet savvy
Flexibility / Willingness to work in shifts
Contact Center HR Challenges
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Increasing demand for qualified front-line agents
High mortality rate of applicants
Attrition rate and retention rate of employees
Need for English proficient people
Contact Center Programs
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Organization: BPA/P - CCAP
Contact Center course/module developed
Company partnerships with Universities
Contact Center orientation and awareness
campaign in Universities and Schools
• Development of provincial locations as contact
center hubs
• English language campaigns
• Job fairs / provincial tours and recruitment
Business Processing: Overview
Business process servicing or outsourcing refers to the
increasing trend of relocating entire business back office
functions to either self-owned or third-party service
providers, typically in low-cost locations. There are around
60 Back Office Operations in the country with 22,500 full
time employees with revenues of US$ 180 Million for 2005
Philippines’ advantages as a Business Processing
destination:
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Time Zone
Quality of Labor Pool (Accountants, Auditors, Medical Prof, etc..)
Strategic location in Asia
Availability of prime yet low-cost real estate
Cost-competitive telecommunications / business infrastructure
Expatriate-agreeable lifestyle
IT-supportive policies and incentives
Business Processing: HR Profile
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Excellent English communication skills
IT proficiency
Multicultural adaptability
High degree of trainability
Customer service orientation
Flexibility
Superior work ethic
Domain knowledge in specific business process
(Accounting, Litigation, HR, Insurance, etc)
Business Processing: HR Challenges
• High demand for qualified labor pool
• Adoptability to the software that the company
applies
• Competition with ‘traditional’ companies
• Perception that English proficiency is not a
requirement
Business Processing: Programs
• Organization: BPA/P
• HR development initiatives mostly done
through in-house or company specific programs
Animation: Overview
Animation is the technique in which each frame of a film or
movie is produced individually, whether generated as a
computer graphic, or by photographing a drawn image, or
by repeatedly making small changes to a model and then
photographing the result with a special animation camera.
When the frames are strung together and the resulting film
is viewed at a speed of 16 or more frames per second, there
is an illusion of continuous movement. Generating such a
film is very labor intensive and tedious, though the
development of computer animation has greatly sped up the
process.
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Total animation studios in the country: 32
Twenty (20) years in the Philippines
Total Full Time Employees: 4,500
Estimated Revenues in 2005: US$ 90 Million
With a Growth Rate in 2005: 40%
Animation: HR Profile
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World-class talent
Boundless creativity
English proficiency
Ability to comprehend concepts and storylines
Exposure to different cultures
Speed in delivering drawings / output
Animation: HR Challenges
• Availability of animators in the country
• Philippine animators seeking job opportunities
abroad (Around 200 Animators are being
poached each year to other countries)
• Skills and manpower development
• Animation training / schools
• Financial support
Animation: Programs
• Organization: Animation Council of the
Philippines Inc. (ACPI) – BPA/P
• Competition in Multimedia schools
(Ateneo de Naga winning 1st place – sending students to
France for animation training)
• BPA/P in a partnership with the University of
Makati to set up a premier animation industrybacked training facility
Medical Transcription: Overview
Medical Transcription (MT) means accurately and swiftly
interpreting/ encoding electronically the oral dictation of
physicians and other healthcare professionals regarding
patient assessment, workup, therapeutic procedures, clinical
course, diagnosis, prognosis, out-patient follow-ups, etc. in
order to document patient care and facilitate healthcare
services. These documents eventually become part of
patients’ permanent files.
Total MT Firms: 51
 Total MT Schools: 9
 MT Professionals: 5,500 employed
 Estimated Revenues in 2005: US$ 80 Million
 Performance Level: 98 – 99% accuracy rate,
turnaround time of 12 to 24 hours
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Medical Transcription: HR Profile
• College education: Medical / Science courses
• Above-average knowledge of English punctuation
and grammar
• Excellent auditory skills
• Advanced proofreading and editing skills
• Versatility in use of transcription equipment and
computers
• High degree of trainability
• Customer service orientation
Medical Transcription: HR Challenges
• Availability of trained manpower
• Medical professionals seeking job opportunities in
other countries
• Training institutions offering medical transcription
courses
• Length of MT training before becoming productive
• Resistance to off shoring and outsourcing from
American industry
Medical Transcription: Programs
• Organization: Medical Transcription Association
Industry Association of the Philippines Inc.
(MTIAPI) – BPA/P
• Policies / Regulations to MT standards
Engineering Design: Overview
Engineering design services in RP can be
categorized as:
1) In-House
2) Subcontracted/Outsourced by clients
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Total Number of Full Time Employees : 2,800
Total Number of Engineering Design Companies: 14
Estimated Revenues in 2005: 56 Million
Engineering Design: HR Profile
• College Education
(Basic Engineering Courses)
• English proficiency
• Competitiveness
• Computer proficiency
– CAD
Software Development: Overview
Software engineering is the practice of using selected process
techniques to improve the quality of a software development
effort. This is based on the assumption, subject to endless debate
and supported by patient experience, that a methodical approach to
software development results in fewer defects and, therefore,
ultimately provides shorter delivery times and better value. The
documented collection of policies, processes and procedures used by
a development team or organization to practice software engineering
is called its software development methodology (SDM) or system
development life cycle (SDLC).
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Total software development firms: 300
Total IT professionals: 14,000
Estimated Revenues in 2005: US$ 204 Million
Software Development:
HR Profile
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College education: IT related courses
Technical and analytical skills
Business skills
English proficiency
Certification: CMM
Software Development: Programs
• Organization: Philippine Software Industry
Association (PSIA) – BPA/P
• Philippine Software Industry 2010 Fly High
Program
• Orientation and awareness campaign in
Universities and schools
Some More Challenges We Are Facing In The
Philippines
• The lack of good English Proficient & good
Communications skilled labor pool in the Philippines
• The lack of peace and order perception of the country
(bombings, kidnappings, etc) – media seems to only
highlight negative events which may deter foreign
investors from considering our country.
• Lack of awareness in the industry in general by some
regions – BPA/P and Government agencies like DTI,
BOI, CITEM, and CICT are working on this though.
• Depletion of quality teachers – it’s a chain reaction: Lack
of qualified teachers due to brain drain equals lack of
quality students.
Summary
• The Philippines can excel in all of the e-Services sectors
• English proficiency is required by all sectors
• Contact Centers have the highest demand, but is also
more advanced in terms of Human Capital Development
• Areas of opportunity for employing large numbers of
workers: Business Processing, Medical Transcription
• Niche area for creative talent: Animation
• Leveraging on our level of IT and Technical proficiency
in Software Development and Engineering Design
For More information regarding
the association, please visit
our website at:
www.bpap.org
Thank You