Archive for October, 2009

BPO provider Sutherland cited for rapid growth, local employment

October 25th, 2009

Sutherland Global Services, a leading New York-based multinational Business Process Outsourcing (BPO) provider operating in the country since 2005, was recently cited for its accelerated expansion and its generation of sizeable local employment opportunities by US Ambassador to the Philippines Kristie A. Kenney during her recent visit to its delivery center here at Luisa Complex, Jacinto Extension, Davao City.

“I am amazed with the commitment and growth you have experienced in this part of the country. I am happy to note how Sutherland here in Davao City has given amazing career opportunities to so many talented young Filipinos,”Ambassador Kenney told more than 1,500 SGS employees.

Sutherland has grown its Davao operations in the last 18 months to become its third largest delivery center in the country. Handling a variety of front and back office business processes to support clients representing information technology, communications and retail, banking & finance industries, the Sutherland’s Davao site is equipped with state-of-the-art infrastructure, connectivity, employee recreational areas and a secured working environment.

Commenting on the global financial crisis affecting US companies and the Philippines, Ambassador Kenney, who was accompanied by USAID officials said, “You help make American companies become stronger. You provide excellent service to the customers of these American firms and in doing so help these companies and the American economy. With delighted customers, companies continue to survive this financial crisis, develop new products, continue to be more successful, and create more jobs, both back home and here in Davao.”

Sutherland vice president and country manager Craig Bauwens, along with Davao operations director Ranjit Ebenezer, were on hand to welcome the US Ambassador and at the same time, reaffirm the company’s continued commitment.

“We remain committed as ever to investing in our provincial growth model, our operations here in Davao and in the rest of the region. I invite more American, European and Asian companies to our delivery centers to meet our employees and see for themselves how they can provide a better customer experience,” said Bauwens.

“The sustainability and scalability of talent here in Davao and in the rest of the country is remarkable.

The performance of our operations in the Philippines has been impressive. Four years ago, we started with 100 employees and we now have over 8,000 employees in the country,” he added.

Sutherland Global Services Philippines also recently received two awards from the Department of Trade and Industry (DTI). The Philippine Quality Award (PQA) for Commitment to Quality Management was presented by President Gloria Macapagal-Arroyo accompanied by DTI Secretary Peter Favila at the Malacañang Palace during the 11th PQA conferment rites conducted annually by DTI. Sutherland is the first and only BPO in the last 10 years to have been given the prestigious award.

The DTI through the Center for International Trade Expositions and Missions (CITEM) and the Executive Committee of the 9th e-Services Global Outsourcing and Exhibition also recently awarded Sutherland Philippines “The Most Number of New Offices in the ‘Next Wave’ Cities for 2008”.

‘Next wave’ cities are cities outside Metro Manila that are seen as alternative investment destinations for BPOs outside crowded urban centers. Last year alone, Sutherland established new delivery centers in Taguig, Tarlac, Camarines Sur, and Davao in addition to its initial Makati and Clark sites.

Previously, Sutherland has been presented with the Outstanding Employer Award by the Philippine Economic Zone Authority (PEZA) for the breadth of Sutherland’s employee engagement initiatives, the level of technological innovation in its workplace and success in generating new employment opportunities in the country.

Source: http://www.mb.com.ph/articles/226357/bpo-provider-sutherland-cited-rapid-growth-local-employment

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Taxing times ahead for foreign BPOs

October 24th, 2009

The Central Board of Direct Tax (CBDT), the apex direct taxes body, has withdrawn a 40-year old circular, which has the potential to increase the tax that India can claim on a foreign company that has operations in India through a ‘business connection’.

This could impact, for example, foreign companies that engage business process outsourcing (BPO) units in India. There are over 300 foreign IT-BPO companies in India, and they account for about 35% of the $50-billion revenue of the industry.

However, it is not just captives of foreign companies that could be impacted by CBDT’s current move. Now, the tax authorities would find it easier to tax a portion of the income of the parent company arising from the activities of the BPO, even if that income is not generated in India.

This flows from Section 9 of the Income-Tax Act, which says, “income accruing or arising directly or indirectly, through or from any business connection in India, shall be deemed to be income accruing or arising in India, and hence, where the person entitled to such income is a non-resident, it will be includable in his total income”. A BPO can be treated as a business connection.

The circular No 23 of 1969 offered an escape route from falling within the ambit of Section 9 to non-resident companies with BPO units in India. The circular, which now stands withdrawn, said, among other things, “if the agent’s commission fully represents the value of the profits attributable to his service, it should, prima facie, extinguish the assessment”.

This portion of the circular had been interpreted to mean that if a foreign company pays for its BPO services as if these services were rendered by a third party, that is, at ‘arms-length’, then there is no cause for assessment.

With this illustration now being withdrawn, the path is open for the tax authority to lay claim to the income of the parent deemed to arise from the activity of its business connection, that is, the BPO, arms-length transaction or not.

“This would come as a major setback to the IT / ITeS sector which will have to re-evaluate their business model in absence of this circular,” said Ernst & Young partner Amitabh Singh.

The CBDT, however, is very clear about the intention behind the withdrawal of the circular. An I-T department official said the circular had opened a can of worms as it was being misused by foreign companies. It was only intended to provide clarity of what the government’s intention behind Section 9 of the I-T Act and foreign companies were taking shelter behind it to avoid tax.

Withdrawing the circular, the CBDT said: “It is noticed that interpretation of the circular by some of the taxpayers to claim relief is not in accordance with the provisions of the Section 9 of the Income-Tax Act, 1961, or the intention behind the issuance of the circular”.

In fact, even when the circular was in force, the I-T department has argued in appeals, references and petitions that the circular would be interpreted to allow relief to the taxpayer, which is not in accordance with the provisions of Section 9 or the intention behind the issue of the circular.

The CBDT has not just withdrawn the circular 23 of 1969, but also other two related circulars — No. 163 of 1975 and No. 786 of 2000. Withdrawal of circular No. 786 will hit the exporting community hard, as it dealt with taxability of commission that an Indian exporter received/secured outside the country for carrying out the services of an overseas agent.

Withdrawal of the circular No. 23 will also strengthen the hands of the I-T department in the Sony Entertainment Television, Singapore, case. The case is to come up for hearing in the Supreme Court soon. In this case, the Mumbai tribunal had held that even if arms-length remuneration had been paid to the agent, the non-resident would still be assessed in respect of any additional profits attributable to the dependent agent having permanent establishment. The high court, however, reversed it, basing its decision on circular No 23.

“This circular enunciated the correct position of law, which was further affirmed even recently in the SC ruling in Morgan Stanley matter where the Court has said that if the Indian activities are taxed in the hands of the Indian entity there is no further taxation in the hands of foreign company. It is important the circular should have been implemented more rather than withdrawn,” said PwC executive director Rahul Garg.

Som Mittal, president, Nasscom, said: “I don’t think there’s a direct impact on the IT-BPO industry. However, we will study the full implications. For the IT-BPO industry transfer pricing is the main issue and this is being addressed by the government through safe harbour provisions being made. Overall, we have to create an environment which makes it easier to do business with and in India.”

Source : http://economictimes.indiatimes.com/news/economy/policy/Taxing-times-ahead-for-foreign-BPOs/articleshow/5154702.cms

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Sergey Brin comments on Yahoo, Microsoft Search Outsourcing Deal

October 24th, 2009

Taking Thursday’s Web 2.0 Summit in San Francisco by surprise, co-founder of Google made an appearance at the venue and answered numerous curious questions which are currently affecting the search engine company. This was also where he stated that Yahoo’s latest decision to get into a search outsourcing deal with software giant Microsoft is lamentable. The statement came when Google’s mastermind was being interviewed on stage by Conference Chairman John Battelle.

Under the said deal, Yahoo would have to do away with its current back-end search indexing and crawling systems and make use of Microsoft’s new search engine Bing as a mode of powering its own search engine.

While Brin did not fail to compliment and congratulate Yahoo on trying new things and putting forward interesting innovations, he did express his disappointment on the decision taken by Yahoo which is currently the second largest search engine after Google. “I think it’s a shame Yahoo plans to abdicate that area because they were doing interesting things”, Brin said.

Although Brin made no comments on his thoughts on Government regulations and whether it should approve the Yahoo-Microsoft deal or not, he did admit that via Bing, everyone, including Google, has been reminded that the search engine market is very competitive.

Source: http://www.stockwatch.in/sergey-brin-comments-yahoo-microsoft-search-outsourcing-deal-23964

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India tops sales outsourcing list

October 24th, 2009

India is still the top destination for sales outsourcing firms who need to boost their productivity by using the country’s workforce, a new poll indicates.

A collaboration between CyberMedia subsidiary Global Services and advisory firm Tholons placed six cities located in the Asian nation among the top eight locations for sales outsourcing.

Bangalore took pole position for the second year running, while Chennai, Delhi, Hyderabad, Mumbai and Pune also filled spaces in the list.

The Phillippine city of Makati and the Republic of Ireland’s capital Belfast were also included in the top eight.

Avinash Vashistha, chief executive officer for Tholons, said company directors must “consider location, risk mitigation for business, cultural affinity and scalability of the skilled workforce” when thinking about sales outsourcing.

Florida-based sales outsourcing firm Netpique recently said that companies can perform better by analysing which areas could do with more team number

Source: http://www.pareto.co.uk/graduate_jobs/news/india_sales_outsourcing_603.aspx

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Orange bags €40 million IT outsourcing contract from French company Sagemcom

October 23rd, 2009

French technology company, Sagemcom awarded a €40 million contract to France Telecom’s Enterprise business unit, Orange Business Services. The deal involves hosting and third party application maintenance, user support, telephony services, and its data network.

The deal is spread over a period of 4 years. Orange’s data centres in Paris will host and support the data as well as applications. Orange will also manage SAP ERP Application Maintenance and business suite solutions. The deal also includes outsourcing of user support and the entire working environment, comprising 5,000 PCs and 200 applications spread over 30 sites worldwide.

“At a time when Sagemcom had a crucial need to gain independence in terms of its IT solutions, we were delighted to discover Orange Business Services, a competitive partner capable of offering a full range of services; a partner who can take over not only the information system itself, but also site maintenance, Web hosting and user support as well as providing innovative solutions to telecoms issues. Sagemcom is delighted to be working with Orange Business Services. The first few months of our collaboration have proved that our chosen partner is capable of meeting the tough demands of the Sagemcom group,” says Patrick Sevian, CEO of Sagemcom.

“The contract signed with Sagemcom underscores our strategy and our ability to take on significant IT challenges for large international groups, and we are pleased to count Sagemcom amongst our largest clients,” states Barbara Dalibard, president and CEO of Orange Business Services.

Source:http://www.telecomtiger.com/fullstory.aspx?passfrom=enterprisestory&storyid=7480

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US and UK companies turn to outsourcing to cut pre-trial costs

October 23rd, 2009

Some 28% of US companies and 22% of UK companies are cutting pre-trial costs by working with legal process outsourcing (LPO) providers, a new report has shown. The Sixth Annual Litigation Report,released by international law firm Fulbright & Jaworski, indicates that LPO partnerships are helping in-house counsel control their spend on the research and review of electronically stored information (ESI) – essential, but time-intensive tasks that are key to the document-heavy early stages of IP litigation

In its survey of 408 UK and US corporate lawyers, Fulbright found that 77% of US respondents want the pre-trial document disclosure process to be reworked in order to make it more affordable – up 14% on last year. Pre-trial disclosure can pose particular problems in the US, where Federal rules compel lawyers to follow numerous steps for discovering and disclosing different kinds of information. While courts are allowed to alter these terms in specific cases in order to simplify proceedings, many lawyers still favour a streamlining of the rules at Federal level.

The IP-rich sectors of energy, healthcare and manufacturing have joined the financial sectors of insurance and real estate in the camp that backs a rethink. ‘More than half of the public company sample favours reconsideration,’ added the report, ‘while the privately held group favours it by about three to one.’ According to Fulbright, only 21% of UK respondents called for changes to disclosure rules, ‘possibly because pre-trial disclosure [in the UK] is less fulsome already’.

Among the respondents who had worked with LPO providers in order to cut costs, loyalty emerged as a key factor. ‘More than half … have preferred provider relationships for [document] collection and processing,’ said the report, ‘while a little more than a third have such relationships for preservation and review.’

Fulbright’s findings arrive in the wake of a rise in recession-related lawsuits. Of the US respondents, 83% reported that their firms have been subject to new litigation in the past year, while 42% of the same group anticipated an onset of legal action against their firms in the year to come.

‘Litigation rises in an economic downturn,’ explained Stephen C Dillard, head of the Fulbright’s global litigation practice. ‘Regulators tend to step up enforcement, laid-off workers head to court and companies need to file more suits in order to collect on money owed. Perhaps most telling about this year’s results,’ he added, ‘is that companies across the spectrum expect no substantial decreases in any area of litigation.’

Dillard said that, while corporations have not reduced their overall spend on litigation, their in-house teams have been busy ‘finding other ways to cut costs’ in efforts to make the most of existing budgets. Among the solutions they favour – such as outsourcing key document tasks, or ‘in-sourcing’ them to specially hired, in-house staff members – corporate counsel are also taking stricter views on their own document retention policies. Popular methods of enforcing these policies include more regular destruction of redundant data and shortening periods in which documents are retained.

In-house counsel also said that they are reducing the volume of discovery in legal cases by increasingly negotiating with the other side on what should and should not fall within the scope.

Source:http://www.cpaglobal.com/ip-review-online/4197/us_and_uk_companies_turn_outso

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Engineers, MBA grads are next targets of outsourcing firms

October 23rd, 2009

International leaders in the outsourcing industry on Wednesday told their Philippine counterparts to ensure that they will be able to meet the demands of knowledge process outsourcing (KPO), which will be the next stage in the evolution of the outsourcing industry.

Compared to business process outsourcing (BPO) that focuses on back-office tasks such as customer service call centers, KPOs involve analytic-intensive activities such as planning and researching.

Larry Jones of StarTek Inc. said he believes in the potentials of the Philippines in becoming a “new hot spot for KPOs.” A key player in the global BPO industry, the country would be able to keep up with the fierce competition in the rising KPO industry, he said during an international summit of BPO leaders held in Manila.

He predicted that KPOs could eventually give rise to “home agents,” as KPOs would enable employees to just work at home instead of in a call center. “KPOs will deploy technology to offset labor costs,” he said.

However, Jones said the “availability of required skills” may be a concern because the country “lacks ample Engineering and MBA talents” to meet the analytic-intense demand of KPOs.

There is a need to address education issues in the country, he said.

Also, there is a need to look into management leadership skills, as Jones perceives the “lack of assertiveness and accountability” in the local industry. For most Filipinos, according to him, these traits are “not a thing.”

Vikrant Khanna of Hewitt Associate also encouraged local BPO executives to focus on management development skills to fully “implement the desired changes in the corporate operations and strategy.”

In this time of “exponential growth” in the industry, according to Khanna, there is a need to “look at all levels,” not just the entry level.

Talent sourcing would not be a problem, according to Khanna, as the local workforce “will stay forever young.”

Based on the United Nations report on population in 2008, the population of the younger generation in the Philippines will continue to dominate even until 2050. This gives the Philippines an advantage in supplying enough people to meet the demands of the industry, according to Khanna.

But as the labor force continues to supply enough people resources, Khanna observes that “quality and capability are not going up.” Hence, there’s a challenge for “sourcing hubs [to] act fast” and come up with “specific initiatives to fuel capacity building.”

Source:http://newsbreak.com.ph/index.php?option=com_content&task=view&id=6994&Itemid=88889053

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