Posts Tagged ‘BPO’

Philippine-Based BPO Company Named Top Company to Work for in Asia

November 9th, 2015

SPi Global, the pioneering leader in the Philippine Business Process Outsourcing (BPO) industry was named as the Top Company to Work for in Asia at the recent Asia Corporate Excellence and Sustainability (ACES) Awards held in Singapore.outsourcing23

The ACES Awards is a two-year-old program organized by the MORS Group, which champions revolutionary leadership and sustainability in companies operating in the Asian region. SPi Global was cited for its people-centric approach, and for demonstrating the highest commitment towards employee empowerment and enrichment as seen through its umbrella program called E3 (Enhancing Employee Experience).

“To be selected as the Top Company to Work for in Asia, among great companies in the region, is truly an honor,” said Maulik Parekh, President and CEO, SPi Global. “This is a proud moment for our 22,000 employees, whose hard work and dedication continues to inspire success for the clients and communities we serve.”

The E3 program is anchored in SPi Global’s mission of “Enriching the Lives of Employees, through a Culture of Excellence.” The program was designed to help curb attrition and improve retention — a common challenge among BPO companies wanting a piece of the pie in a tough and highly competitive talents market.

One of the most noteworthy programs under E3 is aSPire University, which offers a targeted developmental training program to help employees take their careers to the next level. Another program is StepUp, which gives employees an opportunity to be an SPi Global ambassador — by joining the company’s annual Corporate Social Responsibility (CSR) Day and volunteering to make a difference in the lives of thousands of children in their respective host communities.

MORS Group underscored the impressive results of SPi Global’s people-centric initiative, having reduced the company’s annual attrition rate. In an industry where the average attrition is at 60% to 90%, SPi Global is at the top spot for keeping its attrition at 45%. The E3 initiative likewise ushered an overall employee satisfaction rating of 83% for SPi Global.

“This award will truly inspire us to keep investing in our people and continue fostering a culture that maximizes the potential of our employees,” Parekh said.


ICT Sector Is More Than BPO And Call Centres, Shareholders Want Government To Maximise Other Opportunities

November 9th, 2015

Information and Communications Technology (ICT) has been hailed as one of the planks of Jamaica’s growth-inducement strategy.outsourcing22

The growth-inducement strategy, drafted in 2011, places inordinate focus on the business process outsourcing (BPO) and call-centre segment of ICT, a fact that seems to have spilt over into the development of the sector.

While BPO and call-centre operations in Jamaica have delivered an estimated US$250 million in value, account for more than 14,000 jobs, and enjoy the highest employment growth rate of any subsectors over the past decade, industry insiders are concerned that it is being viewed as the panacea of ICT development to the detriment of other areas of the sector.

Trevor Forrest, who is a vice-president of the Jamaica Information Technology & Services Alliance (JITSA), has called for whichever party forms the next government – when the election dust has settled – to “seriously look at ICT as the enabler of economic growth above and beyond BPOs”.

Joining him in that call is immediate past president of the Jamaica Computer Society Dean Smith, who opines that “we continue to operate by importing expensive base technology (hardware and software) without using it to generate economic growth across all sectors (agriculture, construction, tourism, manufacturing, ICT, government, etc) and solving chronic challenges by examining business processes for optimisation despite our nuanced milieu”.

Ignored Opportunities

Smith further points out that Jamaica has, in large measure, ignored opportunities to take a share of the more than US$2 trillion information technology outsourcing -knowledge process outsourcing system architecture and software engineering services market because of its singular focus on the BPO call-centre subsector.

Another level of analysis to the BPO call-centre dominance is added by director of the ICT Division at the University of Technology, Lisa Facey-Shaw, who argues that there is too much concentration on low-end ICT services.

For Facey-Shaw, the BPO sector in its current state is too low down in the value chain, and she wants the Government to “consolidate data across all government agencies for greater efficiency, provide greater levels of e-citizen services, foster an innovation mindset among the nation’s youth by instituting innovation education from the early levels of education, attract higher-end BPO services, and facilitate an enabling environment for the development of ICT businesses”.

Internet Marketing Consultant Wayne Marsh highlights the fact that Jamaica has not been able to benefit from non-call centre, BPO-based ICT-outsourced projects because of the lack of skilled personnel to engage in other high-end areas of the sector.

“The next government should create a national vision around training and creating a workforce to develop software to replace the current imported ones now in use (a software import substitution programme), while developing Jamaica as an outsourcing destination for software development. This would result in significant hard currency savings in software licence and maintenance fees as well as provide opportunities for local graduates to attain the well-needed work experience,” he said.


How to Turn Your Outsourcing Service Provider Into a Partner

November 9th, 2015

Technology and globalization intersect at a positive note and that has changed the way businesses are done. This has also created new business avenues and opportunities for the Business Process Outsourcing industry in the international marketplace.outsourcing21

The BPO – Business Process Outsourcing trend is accelerating, and now has become a subset of outsourcing, that commonly involved the contracting of the operations and responsibilities of a specific business process to a third party service provider. Although BPO is often categorized into back0office outsourcing, it successfully includes internal business functions like HR, finance, accounting, and front-office outsourcing for customer-related services such as contact centers. Apart from these, several outsourcing segments within the global industry include business services, energy, technology, healthcare and pharmaceuticals, retail, travel and transport, and telecom and media.

The best outsourcing providers took up challenges and mitigated the involved risks by addressing the concerns these clients had about placing their work offshore with help of their innovative project management strategies. No wonder, revenue of the global outsourced services industry has steadily increased from $45 billion in 2000 to $100 billion in 2012 and $28.5 billion in 2014 announcing India to be the best country for offshoring, when its financial attractiveness, skills and availability of its people, and its business environment were considered together.

Not to hide the push back from several offshore consumers about the poor services at a few international call centers, one thing is for sure that the more a company is willing to think globally, they open new avenues for greater and sustainable profits. Outsourcing service providers offer a highly skilled, educated, cost-effective workforce. However, several organizations are still apprehensive due to aforesaid reasons about having people from thousands of miles away support some of their critical business functions.

All said and done, it is a healthy partnership between businesses and Outsourcing Service providers, with its roots and penetration way back to the inception of successful business mantras. However, market dynamics pose new challenges to this partnership very often, and one of such challenge is what I wish to discuss here in this article.

Companies and organizations that have been in the market for four to five years are well aware that a lot of businesses face doom as a result of conflicts between owners and the outsourcing service providers. By the time they realize that things are not moving smoothly as anticipated between them, they have reached a stage where they can’t work together and hence part ways.

There is no difference in maintaining a business partnership and a marriage. Both of them need the highest level of commitment, while keeping a tab on each other’s ego and dignity. This implies that you opt for the right kind of outsourcing service partner in the first place itself, but more importantly you should be in charge of your ego – if you want the partnership to succeed.

1. Set Manageable Expectations
My outsourcing experience says that people dedicated to their startups feel really proud by overdoing things like over committing to clients, working overtime, over imagining, expecting unrealistic results, and so on so forth. Accordingly, these type of clients end up over-expecting the same from their outsourcing service partners as well; and trust me this is where real problems start. Quote me when I say it’s a sheer thoughtless stand to disturb your outsourcing service provider’s schedules and arrangements, because ultimately you start expecting them as well to put in those “not so required extra efforts”, just because you have been overdoing it.

Typical grudges:

“If I can work for more than 12 hours a day – why can’t the BPO team do so?”
“If I am ignoring my priorities – why can’t they and their teams work extra hours?”
If you ever get on to this thought process about your outsourcing service provider, just shirk out these thoughts immediately – else the partnership may not sustain.

2. Respect Their Opinion
For instance, one of your processes is being managed by your outsourcing partner for more than 2-4 years now. It might be one of the processes from your routine operations, however, they are the ones who have the insight to guide you to process improvements that lead to enhanced operational efficiency and customer satisfaction in a cost effective manner. Don’t forget that it is their core competency.Respect your outsourcing partner and their opinions as they know your process in and out, at times, better than you. Don’t take into consideration their opinions and you probably will never be in a position to win over your innovative outsourcing partner.

Needless to explain the gravity of a scenario where you hurt someone’s self-respect, that leads to an unpleasant situation. Every organization has high and low phases, and they need some time to recuperate from their low phase. Respect their independence and priorities, as much as yours, while they consciously ensure to be responsive to all the SLs – Service Levels, agreed upon with your organization.

It is normal for you as a businessman to feel good when things are falling in place; however, maintaining your cool in not so favorable situations is the litmus test for you. It’s really important to maintain your cool and tide situations out at the earliest.

Being one of those “TRUE BLUE” businessmen, you very well know the difference between “Difference of opinion and “ignoring someone’s opinion by disrespecting them’.

3. Transparency and Integrity Are Interconnected
Be transparent with your outsourcing service provider, it is absolutely important, to build integrity, trust and positive attitude. Tell me honestly, would you like your partner providing you with convoluted facts or agendas? So it is more than important for you to show them the real picture, especially when things are not moving in the correct direction, not to demoralize them – but to reach out to facts and figures to face and resolve the challenge. You can go a step ahead and allow them to decide based on what they have observed as “Process Specialists”, after all your processes are their core competencies.

Hiding secrets for long is practically impossible, and the damage that it makes is lot more severe when discovered suddenly or by someone else. Be transparent, it will help you overcome internal challenges and opens up new and profitable avenues of managing your operations.

4. Know Your Responsibilities
In not so favorable times the easiest way is to blame the other team for whatever has gone wrong, but really tough to accept the blame ourselves. And believe me or not, the reason for this problem is one’s ego, which very often is the inception of an end to a successful partnership.

Such situations are common these days in this dynamic market, and hence self-control is the best thing one can possess. It’s more than important that you remain calm, analyze things and reach a conclusion. Whoever may be the responsible party, for a particular loss, either of the side, should ensure not to hurt feelings of the opposite in that burst of anger, but convey the message appropriately and assertively in a positive and polite tone.

5. Let Internal Matters Remain Internal
Have you seen married couples fighting over small issues, and then making things grow ugly by involving their parents and best friends, while looking out for a solution? This is one of those perfect recipes to turn small arguments into big fights, and finally the partnership comes to a sour end. Similarly clients and outsourcing partners also tend to ruin things by involving friends in the name of so called “second opinion” or “expert or consultant advice”. This has proved to be a disastrous approach numerous times when others get involved in your fights, situations often turn for the worse when a single bad suggestion is proffered and accepted.

So, clients and their outsourcing partners, need to mature to a level where then can resolve the clashes themselves; without involving any outsiders – unless it is a dire necessity! Also, try not to argue or share crude feedback on the production floor in front of the team members, it leaves a very bad impression, instead let the stakeholders discuss it out in a mutually agreeable manner.

6. Know That Your Business Is Just as Important to Theirs
If your business is the most important thing for you, so it must be the same for your outsourcing service provider as well. But one thing that all need to realize is, for them your business is their business – their bread and butter.Your business grows their business too.

So why not be a bit considerate about their core competencies and business priorities? See it is very clear, if you support your business partner with the same zeal that you expect for yourself from them, you win their trust, and eventually, they will be more than happy to bring in that value proposition to your business – that certainly will help you grow your business.

If they continue providing services out of compulsion, forget about integrity, opinions for process improvements and any sort of value propositions for your business.

For all your in house processes, these Outsourcing Service Providers are the experts equipped with skilled workforce with deep domain expertise, may it be BPO Services, Software development Services, Architectural – Engineering and Construction services, or Engineering solution providers; give them loads of good reasons to stay with you, and they will never leave you for sure.

Goodness of your heart and their trust in you and your leadership, are the key differentiators that make your outsourcing service provider to become the Innovative partner to your vision.

As a business owner your image is of an iron man– both personally and professionally. You have those killer instincts and an exceptional ability to manage business challenges is what people admire you for. So why not put all this together and evolve as one of those best business partners? Start acknowledging your innovative outsourcing business partner for the smallest of their initiatives or good work. All great relationships in life have one thing in common – respect for others.


Global Life Sciences BPO Market is Expanding at a remarkable CAGR of 21.5% from 2013 to 2019

October 27th, 2015

According to a recent market study published by Transparency Market Research (TMR), the global life sciences BPO market is anticipated to reach US$596 billion by 2020, from US$152.5 billion in 2012. The other factors that are expected to drive the global life sciences BPO market are, patent expirations which will give a major boost to the CMO industry, restructuring of pharmaceutical production, and the surging costs of research and development.outsourcing15

Expanding Contract Manufacturing Organizations Market to Fuel Market Growth

The global life sciences BPO market is segmented on the basis of pharmaceutical outsourcing and geography. On the basis of pharmaceutical outsourcing, this market is segmented into two broad categories namely, contract manufacturing outsourcing and contract research outsourcing. The segment for contract manufacturing outsourcing is subdivided into active pharmaceutical ingredients manufacturing, final dosage form (FDF) manufacturing, and packaging.

The contract research outsourcing segment is further categorized into the following: drug discovery, pre-clinical studies, early phase clinical research services (Phase I/IIa), Phase IIb/IIIa, Phase IIIb/IV, medical writing, pharmacovigilance, clinical data management, regulatory services, clinical monitoring, biostatistics, protocol development, and site management. The global market for contract manufacturing organizations is expanding rapidly, which in turn will stimulate the demand for generic drugs and will also lead to greater investments in R&D by life sciences enterprises.

Asia Pacific Life Sciences BPO Market to Record Highest Growth Rate

Geographically, the global life sciences BPO market is segmented into Europe, Asia Pacific, North America, and Rest of the World. North America is the largest regional player in the global life sciences BPO market, however it is the Asia Pacific region that will record the highest rate of growth during 2013-2019. Ongoing trends indicate that the Asia Pacific life sciences BPO market will develop at a CAGR of more than 21% from 2013 to 2019.

The factors that will propel the Asia Pacific life sciences BPO market are widespread adoption of newer technologies, improvements in intellectual property protection rights, and favorable government regulations. The other additional factors that will fuel the growth of the Asia Pacific market are availability of skilled professionals, low labor costs and miscellaneous overheads, and tax benefits.

Unforeseen costs that have hampered the growth of the CRO market have in turn hampered the growth of the global life sciences BPO market. Other restraints in the overall life sciences BPO market are stringent and differing regulatory approval systems in every country and data safety concerns.

The key companies in the global life sciences BPO market are Wipro Ltd., Quintiles Transnational Corporation, Piramal Healthcare, PRA International Inc., Parexel International Corporation, Patheon Inc., International Business Machines Corporation, Infosys, Fareva, ICON plc, DSM, Cognizant Technology Solutions, and Accenture plc amongst others.


Davao attracting IT-BPO firms

October 26th, 2015

Davao is turning to be a sweet spot for Information Technology (IT) and Business Process Outsourcing (BPO) ventures and investments, as the city in the south is more than ready to absorb the spillover of opportunities from the metropolis and opens its doors to urban development and a buoyant property market.outsourcing13

Local real estate consultancy firm KMC Mag Group, the Philippine associate of London-based property advisor Savills, made this observation in its website last week, as posted by KMC Mag’s analyst, Anna Maria Christina Marco.

Marco said Davao is emerging as a top BPO-IT destination in the country, as it offers a great blend of corporate environment and a laid-back countryside living in a tourist hotspot.

She pointed out that several micro-districts for the office sector have already been established in the area, just about three years after developers considered to tap Davao’s potential for office development.

Among these micro-districts are: the Lanang BizPark, Damosa IT Park, SM Lanang Premier, Davao Finance Center, Abreeza Complex, Pryce Business Park, Filandia IT Center, Matina IT Park, Matina Town Park, and the Felcris Centrale.

“With several BPO hubs and business districts developed throughout Davao, various contact centers have been set up in the city,” Marco wrote. “The BPO sector’s services have then expanded into data entry/transcription, software, graphics, and content development, as well as engineering and design. The service expansion has helped sustain the growth momentum for BPO and KPO (Knowledge Process Outsourcing) as well.”

For now, BPO companies Convergys, Concentrix, Ibex Global, and VXI Global have set up offices in Davao.

In 2013, according to Marco, the BPO office supply in Davao was approximately 66,000 square meters, and has grown steadily since then. She said there is now about 92,400 square meters of available office space in the city.

Given the robust office market, Marco foresees some 47,000 square meters of office space being added yearly to the present stock in the next couple of years.

“By 2017, the BPO office supply is anticipated to grow to as much as 139,800 square meters,” Marco said. “With this expansion in Davao’s office market, the city is poised to become a new BPO frontier.”

In the first half of the year, office vacancy rates in Davao rose to 15.89 percent, due mainly to the completion of new office spaces, according to Marco.

The market, she added, also awaits new office supply from major office developments, such as the 4,810-square-meter Ayala Business Center at Matina Town Square in the first quarter of 2016, the 14,000-square-meter Matina IT Park Building 2 in the third quarter of 2016, and the 28,620-square-meter Davao Finance Center at the Davao Park District in the fourth quarter of 2017.

Marco also noted that Davao offers investors a lower cost of doing business, since upper rental prices in the city are at around P480 per square meter, while the lowest net rental rate in the area is at P350 per square meter.

Marco said the challenge that the Davao office market faces is the need to build office developments that would cater to services other than the what the BPO industry offers.

“Landlords looking to building in Davao should focus on building BPO-ready office spaces, which won’t only cater to BPO firms, but will also be attractive options for other investments and businesses,” Marco pointed out. “These offices are designed to meet modern business needs and match the current office trends, focusing more on efficiency instead of the traditional setup.”

She further advised: “Developers should not just build offices with modern business amenities and 24/7 support facilities, but should also aim to create a live-work-play environment. Putting together various residential options, office spaces, shopping outlets, and leisure venues just in one easily accessible area would make Davao a forward-thinking BPO destination.”


Demand for BPO highest in Davao City

August 21st, 2015

DAVAO City’s business process outsourcing (BPO) industry continues to expand and improve as Jones Lang LaSalle Leechiu (JLL), one of the country’s largest real estate advisory and consulting firm, cited the city’s demand for industry workers and locators has remained to be the highest in the country.Outsourcing29

“The country’s top BPO locators told us during the BPO forum on Tuesday that Davao, among all the cities in the Philippines, has absorbed the biggest number of the BPO demand in the country last year,” Lawyer Samuel Matunog, president of the Information and Communication Technology (ICT)-Davao, said at the sidelines of the ICT Chief Executive Officers’ Conference during the Livelihood Exchange (Livex) Philippines 2015 at the SMX Convention Center Wednesday.

Matunog said, even David Lee Chiu, country head of JLL praised the performance of the city.

BPO locators are individuals working on the promotion of cities like Davao for the locators to come and invest in the city.

Based on the IT and Business Process Association of the Philippines (Ibpap) data, an estimation of 33,000 total volume of BPO full time equivalent employees is recorded in Davao by 2014.

Matunog said measures on expanding and developing BPO employees are suggested by JLL. BPO developers are also told to follow the market before building so as not to experience unoccupied BPO spaces.

“We should not go ahead to much from the market, market should be there first and the key predictor of the market is talent development, if wala, then the market cannot grow,” he said.

ICT-Davao Inc. is banking on the results of the innovative reform on the Philippine basic education system on IT skills development aside from the various skills development training and initiatives the ICT industry is providing.

Among the top 100 BPO destination in the world are the cities of Manila, Cebu, Bacolod, Iloilo, Baguio, and Santa Rosa according to Tholons 2015 Report List.

JLL is a professional services and investment management firm providing management and real estate outsourcing services for a property portfolio of 3.4 billion square feet, or 316 million square meters, and completed $118 billion in sales, acquisitions and finance transactions in 2014.

Among the top 100 BPO destination in the world are the cities of Manila, Cebu, Bacolod, Iloilo, Baguio, and Santa Rosa according to Tholons 2015 Report List.


David D’Lima to lead integrated services and solutions group at Wipro

August 21st, 2015

Wipro Ltd’s chief operating officer Abid Ali Neemuchwala has entrusted a former Tata Consultancy Services Ltd colleague with the task of leading a new initiative that promises to improve account mining or ability to generate more business from existing clients.Outsourcing28

David D’Lima, who joined Wipro in June from International Business Machines Corp. and worked for over 16 years at Mumbai-based TCS, will lead a 15-member integrated services and solutions group that will mentor teams at each of the company’s five service lines to cross-sell offerings to its 1,071 clients.

“We have initiated a new organization called integrated services and solutions group which brings all the services together,” Neemuchwala said in an interview.

Under this new group, D’Lima has formed a team by getting two executives from each of Wipro’s five service lines—product engineering, business applications, business process outsourcing (BPO), cloud computing and analytics. Additionally, D’Lima has got five executives from outside Wipro, who have a “good experience in integrating” service line offering, according to Neemuchwala.

“So if you are going to a bank and telling him that I’ll reduce your turnaround time to give a loan, it may need mobile technology, infrastructure solution, which will need cloud, for application solution, you need web server, and this may need BPO. So to solve one problem of a client, all these services have to brought together,” said Neemuchwala.

“It is an enabling organization. So every vertical will eventually do this in future. But for now, we need to transform and hence this will play a role of mentor to other service lines to do it themselves,” said Neemuchwala.

To be sure, this is the second such step Wipro has undertaken to improve its client mining. At the start of the fiscal year in April, CEO T.J. Kurien linked every account manager’s variable pay to their ability to sell at least three of the five service lines offerings to existing clients, Mint reported on 8 May.

Analysts cheered the measures being rolled out by Kurien. Neemuchwala, though, said that such steps take at least “six months” before the benefits are reflected on growth numbers.

“Historically, the second half of fiscal year is stronger for Wipro. So if the company does better in period starting October this year compared to last, then we can gauge the success of these measures. But it is good that the firm is taking all these measures,” said a Mumbai-based analyst working at a foreign brokerage.

“To truly rejuvenate growth, IT services firms need to hire and develop new talent, with ability to bring more tailored offerings to clients. That said, services firms that place disproportionate effort into mining existing clients, versus hunting for brand new clients, is a good step,” said Rod Bourgeois, founder of DeepDive Equity Research, a US-based equity researcher.

Wipro concedes that its inability to get more business from existing clients is one reason why it has underperformed its peers in recent years. Since taking over as chief executive in February 2011, Kurien has helped Wipro almost quadruple the number of customers who bring more than $100 million in revenue for the company. Wipro has 11 clients that bring in more than $100 million in annual revenue now, versus three such marquee clients in March 2011. However, in the same time, Wipro has struggled to record annual revenue growth of more than 7%.

Wipro’s focus on generating more business from existing customers puts the spotlight on account hunting and account mining, as the country’s software service providers grapple with the challenges of slowing growth.

Wipro’s cross-city rival Infosys Ltd is focusing on client hunting as CEO Vishal Sikka looks to improve the effectiveness of sales teams by incorporating elements of design thinking, among other measures, while making pitches to prospective clients.


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