Despite strong reservations on the outcome of the May 10 elections, the business process outsourcing (BPO) industry are revising expansion plans upward, a survey conducted by the Business Processing Association of the Philippines (BPA/P) showed.
BPAP CEO Oscar Sanez said there are two things particularly that stand out in this latest survey – a return to optimism and better prospects for rapid growth, and an industry that is diversifying and transforming into nonvoice and more complex services.
The survey revealed that BPOs are expanding their workforce by 6 percent to 50 percent this year.
The online survey was commissioned by the BPA/P and Outsource2-Philippines (O2P) and conducted by TeamAsia from February 2-March 1.
Sent to 687 industry executives, the survey had a response rate of 23%, or 160 individual respondents. Invitations to the survey were sent to BPO executives in a broad range of services sectors, including voice, back-office services, design and engineering, animation, software, legal, and creative services.
According to Sanez, the rapid growth of the industry has made the issue of qualified manpower of utmost concern. “People issues are still a top concern,” Sanez said.
Based on the survey, 34 percent of respondents indicated that the tight labor market is their number one risk concern when it comes to offering BPO services from the Philippines.
The figure is up from 23% in a similar survey conducted in October last year. In that survey, 44% of respondents said the tight labor situation was the top one, two, or three risk factor associated with operating a BPO services provider in the Philippines. In the latest survey, that number jumped to 54%.
Thirty-four percent of respondents said hiring skilled professionals for knowledge process outsourcing is their number one priority in terms of development issues, suggesting that lack of skilled professionals could hamper expansion.
The number of respondents addressing the tight labor market by providing education and training also increased dramatically, from 26% to 48% of respondents who indicated education and training as their number one priority.
Rspondents indicated that North America and Asia are the principal markets for BPO services providers, with 65% of respondents each indicating their clients are primarily located in these regions. The EU is the next largest market (36%).
In the short term, Sanez said the survey clearly revealed that the May 10 election is on the minds of BPO executives.
Source:http://www.mb.com.ph/articles/255048/bpos-more-bullish-revise-growth-targets