Posts Tagged ‘KPO’

The future of the Philippines’ KPO industry

October 7th, 2014

IN recent years, the Philippines has shot to elite status in the global outsourcing stage, overtaking India specifically in the voice segment. The country’s business process outsourcing (BPO) industry began in the 1990s and has, since then, become a significant contributor to our export revenues and economic growth.Outsourcing54

According to the Information Technology Business Process Association of the Philippines (IBPAP), our IT-BPO sector registered revenues of $15 billion in 2013, which was about 17% higher than the $13.2 billion generated in 2012. Overall, full-time employment at the end of 2013 reached 900,000 versus 777,000 from the previous year, and has already reached the one million mark in mid-2014, up 11% from 2013.

It is estimated that the IT-BPO industry’s revenues will increase by 16% to $18 billion in 2014, putting the industry on track to attain its 2016 target work force of 1.3 million and revenues of $25 billion.

IBPAP estimates that call center or voice operations make up two thirds of the industry, with the rest accounted for by software development and business services, among others. This projected growth is partly due to the increasing demand for BPO services from English-speaking industrialized countries such as the United States, Australia, United Kingdom and New Zealand.

Since most global companies are still focused on cost reduction and operational efficiency, it is expected that they will continue to tap our BPO providers for competitive labor costs and the huge pool of college-educated and English-speaking professionals. However, as these companies expand and strive to be more competitive, there has been a growing thrust for more value-added services. This demand may bring about the development of other non-voice services, in particular, Knowledge Process Outsourcing (KPO).

The KPO concept is reported to have gained prominence in India in the 1980s as technology increased the worldwide reach of multinationals. It saw wide acceptance in the early 2000s when global companies like General Electric set up captive research and analytics, and third-party knowledge services from offshore facilities in countries with knowledge capabilities. KPO is described as the outsourcing of core data-based business activities to another company, which plays an important part of a company’s value chain by providing highly specific expertise. Besides the cost savings, KPOs are also viewed as adding value. Some of the core processes served by the KPO sector include: market research, fraud analytics, equity research and investment banking, insurance and actuarial, engineering services, animation, web development, data integration, project management, remote education, research and development, radiology, medical transcript preparation and legal processes.

Unlike the traditional BPO, where the focus is on process expertise, KPO utilizes knowledge expertise. This requires service providers to possess advanced technical, interpretation, and analytical skills. It also requires more customized tools and a more predictive response modeling. In terms of talent, KPO firms need people with highly specialized skills, requiring superior educational qualifications and extensive training. For example, KPO services for the financial sector, such as insurance and banking, may require personnel who have acquired graduate degrees and certifications, such as being a Chartered Financial Analyst.

The KPO industry is highly prominent in India and Europe. Globally, it is expected to grow exponentially in the next few years. According to TechNavio’s analysts, the global KPO market will grow at a compounded annual growth rate of 23.12% from 2013-2018. This is expected to be due to the demand from developed western economies, such as the US, UK and other European nations where the availability of highly trained and specialized professionals is diminishing. This is particularly true for knowledge-intensive sectors, such as engineering, IT, design and finance, among others.

In the Philippines, the “Philippine IT-BPO Roadmap 2016: Driving to Global Leadership” report commissioned by IBPAP notes that non-voice services are not yet as visible as the more mature BPO voice sector. At the beginning of 2014, local BPO industry analysts predicted that with favorable economic conditions for investment, we can expect further entry of higher-value KPO services. Our local BPO industry indicated a shift in the kind of outsourced services — from the usual contact center to more knowledge-intensive services the fields of IT, research, accounting and engineering. In fact, recent industry reports appear to validate this for the first half of 2014, indicating that non-voice BPO (which includes the KPO sector) is slowly catching up with the voice segment, with voice services dropping to around 60% from 65% of the Philippine outsourcing industry. In addition, the mid-2014 report from IBPAP showed that it is expecting non-voice services, including KPO and engineering services, to grow at about 20%. Some of the higher value KPO and finance and accounting outsourced services providers thriving in the Philippines today include Wells Fargo, Deutsche Knowledge Services, J.P. Morgan, AIG and Thomson Reuters, according to the 2014 report by Tholons, a strategic advisory firm for global outsourcing.

The question now is whether the Philippines can maintain this momentum and actually move up the value chain to become a top KPO destination. Future prospects seem bright, given our huge pool of educated professionals and with the Philippine Government now taking necessary steps to enhance its technology and infrastructure. What is needed now is for companies to identify the primary demand areas for knowledge-based services, and to strengthen capacity-building by focusing or training the available talent pool into areas of core specialization and competency.

Source:http://www.bworldonline.com/content.php?section=Economy&title=the-future-of-the-philippines&8217-kpo-industry&id=95576

Is Colombia’s BPO Sector Really Competitive?

July 4th, 2014

When it comes to the economics of outsourcing services, at 55% of GDP the Colombian sector lags behind its Latin American counterparts, especially Outsourcing34Panama, Costa Rica, Brazil and Uruguay, all of which boast robust GDP percentages due to BPO, KPO and ITO. That is one of the key findings of the report“Caracterización y formulación estratégica del sector BPO, KPO e ITO en Colombia” (Characterization and Strategic Formation of the BPO, KPO and ITO Sector in Colombia) co-authored by analyst firm IDC and the Colombian private-public initiative Programa de Transformacion Productiva (Productive Transformation Program – PTP) charged with improving productivity and competitiveness within economic sectors.

Issued in March 2014, the extensive annual report also found that Colombia is lacking in bilingualism, a problem the country has been struggling with for a long time.

Subjective Findings Reveal True Picture

Different from analysis conducted by objective third-party firms, the PTP report takes a very strong subjective view and arose from the deficiency in hard facts about real figures in Colombia about issues regarding the sector such as exports, income, number of employees, level of bilingualism, required human capital, regions where the companies are located and regional strengths, competitive position and development potential. “The figures of the sector are bigger than we all had in mind,” said Camilo Montes, CEO of the PTP, “for example the 2012 estimated income for the 2,615 companies in the BPO, ITO and KPO sector was $14.581 million USD compared with 2011, where the estimation was $3.620 million USD.”

This implies that outsourcing services must be taken in consideration when defining public policies and programs if the sector is to continue to grow steadily as it has been doing over the last few years, stressed Montes. The trajectory is also reflected in the number of people the sector employs which rose from 190,638 in 2011 to 319,038 in 2012.

Colombia’s capital of Bogota controls 53% of the entire sector, followed by Medellin and Cali, however, BPO is more prominent in Manizales and Barranquilla and KPOs are on the rise in Popayán. The report identifies 24 subsectors (8 BPO, 7 ITO y 9 KPO) that provides an interesting picture of where each region or city’s strengths lie. For example, Bogota leads in the vast majority of sub-sectors such as Spanish language and bilingual contact centers, logistics, Finance & Accounting services, cloud computing and data centers, legal services and graphics design, but the city falters when it comes to IT testing and KPO health services which are led by Medellin and Cali respectively.

Citing research conducted by IDC Colombia staff members Granados and Villate in 2003, 2006 and 2010, the authors of the PTP study issued a call for the elimination of taxes on ITO companies in order to foster industry growth and the financial viability of the clients of those firms: “The impact of a dollar invested in information technology and communications, pays 30 to 40 times more on GDP than a dollar invested in infrastructure, so the feasibility of eliminating taxation on investment in technology for the ITO sector with the aim of reducing their rates, increase the demand, transform businesses customers and thereby increase earnings, sales, expenses and investments and of course, the tax collection linked to them.”

BPO Growing Despite Lax English
“Colombia has a strong BPO industry that has been evolving the last years offering value added services that support its client’s competitiveness,” observed Montes and he explained that the PTP  is working with Colombia’s IT and academic sectors in order to secure access to the latest technologies and to the qualified human capital BPO companies require. “KPO is quickly growing in Colombia and we expect this to continue in that way because we have the specialized human capital and technology it requires and there are government programs that support its development,” he explained.

The report shows that companies providing BPO services are highly concentrated in contact center services and collections, followed by logistics and human resources management. Despite being the largest generator of operations worldwide, bilingual service contact center represents just 6% of total BPO operations in Colombia. Furthermore, the management of human resources globally is the largest revenue generator outsourcing, with 43%, but in represents only 11% of the turnover of the sector in Colombia, which reveals an opportunity for development and sectorial growth, as well as a lag in the development of such services in the country.
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When the report was issued, Montes stated, “One of the great challenges facing the sector is the lack of bilingualism.” This was a profound moment in the sense that players so closely tied to the success of the BPO industry hardly ever speak about the shortcomings within their country. The truth to this statement is illustrated in the report findings that state the percentage of the national average of 11th grade students earning B + or B1 on the Saber 11 English language test is 6.6% with an average level of English language proficiency around the country showing at:

list com Is Colombia’s BPO Sector Really Competitive?

This dearth of English language abilities indicate that President Juan Manual Santos’ edict to create a completely bilingual society appears to have failed, if it started at all. However, the PTP team is working closely with the Ministry of Education to provide the information needed to build a solid bilingualism policy and a so-called “bureau of bilingualism” with the goal of generating the capabilities required by the different sectors.
Strategy for Sustained Growth

Resulting from in-depth interviews with over 60 industry leaders and industry stakeholders, methodical analysis of previously collected evidence and understanding of the structural evolution of the sector globally presented the report authors designed a strategy of 10 focus areas that can be used to advance the sector:

1. Association
2. Evolution of the proposed sectorial value
3. Momentum of exports
4. Opportunities and trends
5. Driving cross-sectorial relationships and micro-businesses
6. Attracting investment of major global players
7. Development of large local players
8. Intensive design of skilled human capital for the sector
9. Create a model of outsourcing services by the state
10. Development of Impact Sourcing

The overall findings of the PTP study are being presented to key players across Colombia with the intention that the sector is developed according to the strengths and opportunities found. Montes expects that BPO/KPO/ITO will continue to grow domestically and that the country will export more of these services. “All the activities the Government and associations are executing will end with BPO KPO and ITO working together to offer more specialized services, educational institutions providing programs that support the sector´s needs,” he said. “In five years BPO KPO and ITO will be stronger and consolidated sectors that will bring more social and economic development to Colombia.”

Source:http://www.nearshoreamericas.com/colombias-bpo-sector-competitive/

Higher-value KPO catching up with call centers–Ibpap

June 19th, 2014

The higher-value knowledge-process outsourcing (KPO) sector of the country’s business-process outsourcing (BPO) industry is fast catching up with the call-center segment, as the latter now constitutes only around 60 percent of the whole outsourcing industry, an executive said.Outsourcing14

“That means the industry is growing steadily on both segments,” Jose Mari Mercado of the Information Technology and Business Process Association of the Philippines (Ibpap) told the BusinessMirror here.

Mercado, Ibpap president and CEO, said the steady growth of the KPO segment “doesn’t mean we’re not going to do voice anymore.”

“On the contrary, since we’re now the top voice-call BPO hub of the world, we’re going to use that as the Philippines’s advantage and continue to leverage on that.”

The share of the voice segment to the country’s BPO industry has dropped to 60 percent from 65 percent last year.

Mercado said the growth rate “only reflects, on the contrary, a synergy between the voice and nonvoice segments.” He cited as an example that companies now offer call-center agents with higher skills who can provide information-technology or IT expertise.

“Some are requiring IT professionals with certifications from the top IT companies.”

He also clarified that the industry “is not targeting a balance” in the percentage share between voice and nonvoice. “We take advantage of opportunities. If the Philippines is growing strong on voice and there’s a demand, then we’ll go for it; the same with nonvoice.”

Mercado added Ibpap wants to dismiss the misconception that one segment is of higher value than the other.

“There’s no ‘higher’ or ‘lower’ value there. It’s a misconception. Again, let’s work developing what we have and looking at opportunities for growth.”

Source:http://businessmirror.com.ph/index.php/en/news/top-news/34048-higher-value-kpo-catching-up-with-call-centers-ibpap

What’s Holding Back the India-EU FTA?

June 18th, 2014

The EU-28 is India’s largest trading partner, accounting for roughly 15 percent of total trade in goods and services. It is an important market for India’s export of textiles, apparel, pharmaceuticals, gems, jewelry and IT. The EU is also the largest source of FDI inflows to India, accounting for over one-fourth of the total.Outsourcing8

Despite several rounds of negotiations that began in 2007, the proposed EU-India Bilateral Trade and Investment Agreement (BTIA), covering trade in merchandise, services, and investment, is still far from being concluded. The recent EU ban on the import of mangoes from India will further strain the bilateral commercial relationship, which is already troubled due to a series of tax disputes involving European companies.

Given the subdued sentiment around foreign investment and trade currently, restoring growth to its normal level remains at the top of the Modi government’s agenda. This would require a fresh approach toward India’s commerce and trade. It would be pertinent to analyze what is holding back the conclusion of the EU-India trade pact, which possesses immense untapped trade and investment possibilities.

India’s Interests

Given the contribution of the service sector to GDP (57 percent), India is seeking improved market access in services. India’s interests lie in Mode 1 of the BTIA, which covers information technology enabled services (ITES), business process outsourcing (BPO), and knowledge process outsourcing (KPO), and Mode 4 which covers movement of skilled professionals like software engineers.

A recent Reserve Bank of India (RBI) survey on computer software and ITES exports shows that Europe’s share in India’s software exports declined from 27 percent in fiscal 2008 to 20 percent in fiscal 2013. The share of Mode-4 services in overall software service exports declined from 25 percent in fiscal 2008 to 14 percent in fiscal 2013.

Improved market access in Mode 4 will allow skilled professionals such as software engineers to temporarily reside and work in EU countries. The barriers to Mode 4 include work permits, wage-parity conditions, visa formalities and non-recognition of professional qualifications.

India also seeks a data secure status from the EU, as the high cost of compliance with existing EU’s data protection laws and procedures renders Indian small and medium enterprises (SMEs) un-competitive.

EU’s Interests

The EU’s demands in India’s Mode 3 services includes further liberalization of FDI in multi-brand retail and insurance, and presently closed sectors like accountancy and legal services. The European banks have been eyeing India’s relatively underutilized banking space. However, the surrender of banking licenses by Goldman Sachs, Morgan Stanley and UBS shows that the burden of priority sector lending and financial inclusion have dissuaded foreign banks from entering India’s market.

India’s intellectual property regime (IPR) is another impediment. Any commitment over and above the WTO’s Trade Related Aspects of Intellectual Property Rights (TRIPS) will undermine India’s capacity to produce generic formulations. It is feared that data exclusivity protection measures (which allow pharmaceutical companies to exclusively retain rights to their test results for a certain period) would delay the supply of Indian generic medicines. That explains India’s opposition to the proposal. European pharmaceutical companies are wary of India’s patents law which prevents “ever greening” – a provision that allows companies to renew patents on old drugs by making incremental changes.

Cars and Wines/Sprits

Again, India has reduced duties on parts and components, and other vehicles, but maintains high import duties on assembled vehicles: 60 percent (75 percent in cars with a free on board (fob) value above $40,000 and an engine capacity of 3000 cc for petrol and 2500 cc for diesel). This protectionism remains the most contentious issue in the BTIA negotiations.

The EU also seeks deeper cuts in India’s tariffs on wines and spirits. They feel that high effective duties and additional state-level taxes inflate the price of imported liquor in India. However duties on wines and spirits are a critical source of tax revenue for the government.

Trade in Agricultural Commodities

Agricultural trade is highly distorted in both the EU and India. Even though average most favored nation (MFN) import duties on agricultural commodities in the EU (13 percent) are much lower than in India (33 percent), the EU’s peak tariff rates on certain products such as dairy (650 percent), fruits and vegetables (156 percent), and sugar & confectionary (133 percent) are more than those in India.

Again, the fishery and dairy sectors in the EU are highly subsidized. There is a fear of EU dairy products flooding Indian markets after the FTA is signed. India wants the EU to cut its agricultural subsidies, while the EU has interest in India reducing tariffs on dairy products, poultry, farms and fisheries. Thus, both India and the EU have strong defensive interests with respect to agriculture trade negotiations.

Reconciling the Differences

To be fair, the EU does not have a single market for labor mobility. Regulations related to work permits and visas differ between members. There were efforts to harmonize the EU market through various directives, but they have met with limited success. Moreover the EU’s unemployment problems have reduced policy space for Mode 4 commitments.

India’s demand for greater market access in Mode 1 and 4 remains dependent on its ability to meet the EU’s demands in Mode 3. Strong opposition and a lack of political will on FDI in retail and insurance undermines India’s negotiating capacity.

Car manufacturers in India, primarily of Japanese and Korean origin, fear that reduced duties on cars under the EU-India BTIA will impact their market share and flood India with European cars. Additionally, there are fears that European automakers will have no incentive to set up a local manufacturing base in India. This is debatable though, as almost all major European automakers already have a manufacturing presence in India.

Could European carmakers compete in India’s compact car segment (comprising 80 percent of India’s auto market) by producing in Europe? Studies show that it’s difficult to succeed in India without a strong dealer network and reliable after-sales service. A prohibitive duty on cars looks unjustified when duties on non-car automobile segments have been substantially reduced. This also deprives consumers of choices.

Improving India’s investment climate is a better way to promote investment and jobs. Similarly, exclusive rights to the commercial exploitation of patents incentivizes research and development and brings in FDI. Thus, India needs to strengthen its IPR regime.

A trade pact is about give and take. Failure to conclude the EU-India BTIA will constitute a large opportunity loss, while trade pacts such as the Trans-Pacific Partnership (TPP) and the Transatlantic Trade and Investment Partnership (TTIP) (which together account for two-thirds of global GDP and one third of global imports) are moving global trade away from MFN routes toward bilateral/regional routes. They are setting new trade rules that would be far more difficult to comply with. This calls for taking a long-term view of India’s trade policy options while negotiating its trade pacts.

Source:http://thediplomat.com/2014/06/whats-holding-back-the-india-eu-fta/

Global Knowledge Process Outsourcing Market 2014-2018

June 12th, 2014

TechNavio’s analysts forecast the Global Knowledge Process Outsourcing (KPO) market to grow at a CAGR of 23.12 percent over the period 2013-2018 One of the key factors contributing to this market growth is the massive availability of data that needs to be analyzed and processed. The Global Knowledge Process Outsourcing market is also witnessing the transformation of the KPO industry into a consultative model. However, legal and compliance clauses set by different governments are one of the major challenges confronting this market.Outsourcing38

TechNavio’s report, the Global Knowledge Process Outsourcing Market 2014-2018, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the Americas, EMEA and APAC regions; it also covers the Global Knowledge Process Outsourcing market landscape and its growth prospects in the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors dominating this space include Evalueserve, Genpact Ltd., MphasiS, RR Donnelley & Sons Co. and Wipro Ltd.
Other vendors mentioned in the report are Aranca, CopalAmba, IP Pro Inc., marketRx Inc.( Acquired by Cognizant), RocSearch Ltd, Accenture plc, EXLService Holdings, Inc., and Infosys Ltd.
Key questions answered in this report:

What will the market size and growth rate be in 2018?
What are the key market trends?
What is driving this market?
What are the challenges to market growth?
Who are the key vendors in this market space?
What are the market opportunities and threats faced by key vendors?
What are the strengths and weaknesses of each of these key vendors?
You can request one free hour of our analyst’s time when you purchase this market report. Details provided within the report.

01. Executive Summary
02. List of Abbreviations
03. Scope of the Report
03.1 Market Overview
03.2 Product Offerings
04. Market Research Methodology
04.1 Market Research Process
04.2 Research Methodology
05. Introduction
06. Market Landscape
06.1 Market Overview
06.1.1 Marketing Research and Business Intelligence
06.1.2 Financial Services Outsourcing
06.1.3 Engineering ,Design and Animation
06.1.4 Healthcare and Pharma
06.1.5 Legal Process Outsourcing
06.1.6 Publishing Outsourcing
06.2 Market Size and Forecast
06.3 Five Forces Analysis
07. Outsourcing Destinations
07.1 KPO Destinations
07.2 Evolution of KPO market in India
07.3 Business Models of Indian KPO Market
07.3.1 Business Model: Captive Centers
07.3.2 Business Model: Third-party Service Providers
07.3.3 Business Model: Virtual Captives
07.4 KPO Market in India
Market Size and Forecast
08. Market Segmentation by Applications
08.1 Global KPO Market by Applications 2013
09. Geographical Segmentation
09.1 Global KPO Market by Geographical Segmentation 2013
10. Buying Criteria
11. Market Growth Drivers
12. Drivers and their Impact
13. Market Challenges
14. Impact of Drivers and Challenges
15. Market Trends
16. Trends and their Impact
17. Vendor Landscape
17.1 Market Share Analysis 2013
17.2 Other Prominent Vendors
17.2.1 Pure play KPO Vendors
17.2.2 Third-Party Service Providers
18. Key Vendor Analysis
18.1 Evalueserve
18.1.1 Business Overview
18.1.2 Business Segmentation
18.1.3 Key Information
18.1.4 SWOT Analysis
18.2 Genpact Ltd.
18.2.1 Business Overview
18.2.2 Business Segmentation
18.2.3 Key Information
18.2.4 SWOT Analysis
18.3 MphasiS Ltd.
18.3.1 Business Overview
18.3.2 Business Segmentation
18.3.3 Key Information
18.3.4 SWOT Analysis
18.4 RR Donnelley
18.4.1 Business Overview
18.4.2 Business Segmentation
18.4.3 Key Information
18.4.4 SWOT Analysis
18.5 Wipro Ltd.
18.5.1 Business Overview
18.5.2 Business Segmentation
18.5.3 Key Information
18.5.4 SWOT Analysis
19. Other Reports in this Series

List of Exhibits

Exhibit 1: Market Research Methodology
Exhibit 2: Segments of Global KPO Market
Exhibit 3: Global KPO Market 2013-2018(US$ billion)
Exhibit 4: The Market Share of Global KPO Destinations
Exhibit 5: Evolution of KPO market in India
Exhibit 6: Business Models adopted by the Indian KPO Service Providers
Exhibit 7: KPO Market in India 2013-2018 (US$ billion)
Exhibit 8: Global KPO Market by Applications 2013
Exhibit 9: Demand Side Global KPO Market by Geographical Segmentation 2013
Exhibit 10: Supply Side Global KPO Market by Geographical Segmentation 2013
Exhibit 11: List of KPO Captives Vendors
Exhibit 12: List of Pure Play KPO Vendors
Exhibit 13: List of Third-party Service Providers
Exhibit 14: Business Segmentation: Evalueserve
Exhibit 15: Business Segmentation: Genpact Ltd.
Exhibit 16: Business Segmentation: Mphasis Ltd.
Exhibit 17: Business Segmentation: RR Donnelley & Sons Company
Exhibit 18: Business Segmentation: Wipro Ltd.

Source:http://www.prnewswire.com/news-releases/global-knowledge-process-outsourcing-market-2014-2018-262689271.html

Human Resource, Document and KPO Knowledge Process Analyzed in New Reports

June 9th, 2014

As a result of its ability to provide instant feedback about businesses, social media has become a major data source for many organizations. With the rise of social media, there is also a need to track user interactions on these sites such as Twitter, Facebook, and LinkedIn. Organizations have realized the need to augment their data warehouses with external data sources. In the current competitive scenario, employers recruit through social media to reach applicants instantly and at a lower cost.Outsourcing24

Analysts forecast the Global Human Resources Outsourcing market will grow at a CAGR of 12.34 percent over the period 2013-2018. According to the report, the need to decrease operational expenditure is one of the major drivers in the market. As a result of slower economic growth, organizations need to ensure maximum productivity with minimum expenditure. In addition, globalization has increased the customer base of companies exponentially. However, given the highly competitive business environment, companies are looking at methods to reduce hiring and recruitment costs.

Further, the report states that the absence of direct access to an HR department within an organization is one of the main challenges. HR Outsourcing functions often create a chasm between employees and companies. When HR services are not accessible, it causes delays in addressing issues that reduce efficiency among employees and leads to disillusionment.

The following companies as the key players in Global Human Resource Outsourcing Market: Accenture, Aon plc, Automatic Data Processing Inc., IBM Corp., Randstad, Adecco, Affiliated Computer Services Inc., Ceridian Corp., Empower Software Solutions Inc., Excellerate HRO Corp., General Outsourcing Co. Ltd., Mercer LLC, NorthgateArinso UK Ltd., Paychex Inc., Pinstripe Inc., TriCore Inc.,Ultimate Software.

Analysts forecast the Global Document Outsourcing market to grow at a CAGR of 5.25 percent over the period 2013-2018. One of the key factors contributing to this market growth is the increasing demand for end-to-end document process outsourcing. The Global Document Outsourcing market has also witnessed the expansion of services by providers. However, the lack of flexibility with SLAs could pose a challenge to the growth of this market.

The Global Document Outsourcing Market 2014-2018, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the Americas, the EMEA region, and the APAC region; it also covers the Global Document Outsourcing market landscape and its growth prospects in the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors dominating this space include Hewlett-Packard Co., Lexmark International Inc., Ricoh Co. Ltd., and Xerox Corp.
Other vendors mentioned in the report are American Reprographics Co., Canon Inc., Konica Minolta Holdings Inc., Kyocera Document Solution Inc., Pitney Bowes Inc., Toshiba Corp.

Analysts forecast the Global Knowledge Process Outsourcing (KPO) market to grow at a CAGR of 23.12 percent over the period 2013-2018 One of the key factors contributing to this market growth is the massive availability of data that needs to be analyzed and processed. The Global Knowledge Process Outsourcing market is also witnessing the transformation of the KPO industry into a consultative model. However, legal and compliance clauses set by different governments are one of the major challenges confronting this market.

Global Knowledge Process Outsourcing Market 2014-2018, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the Americas, EMEA and APAC regions; it also covers the Global Knowledge Process Outsourcing market landscape and its growth prospects in the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors dominating this space include Evalueserve, Genpact Ltd., MphasiS, RR Donnelley & Sons Co. and Wipro Ltd.
Other vendors mentioned in the report are Aranca, CopalAmba, IP Pro Inc., marketRx Inc.( Acquired by Cognizant), RocSearch Ltd, Accenture plc, EXLService Holdings, Inc., and Infosys Ltd.

Other Related Reports on Outsourcing Market:
Global Healthcare IT Outsourcing Market 2014 – 2018: Analysts forecast the Global Healthcare IT Outsourcing market to grow at a CAGR of 7.62 percent over the period 2013-2018. One of the key factors contributing to this market growth is the reduction in operational time and cost. The Global Healthcare IT Outsourcing market has also been witnessing the increased adoption of cloud-based services.

Key vendors dominating this space include Accenture plc, Dell Inc., Hewlett-Packard Co., and IBM Corp.
Other vendors mentioned in the report are Accretive Health Inc., Allscripts Healthcare Solutions Inc., Anthelio Healthcare Solutions, Cognizant Technology Solutions Ltd., Computer Sciences Corp., HCL Technologies Ltd., Infosys Ltd., McKesson Corp., Siemens Healthcare, Tata Consultancy Services Ltd., Wipro Ltd., and Xerox Corp.
Global Medical Device Manufacturing Services Outsourcing Market 2014-2018: Analysts forecast the Global Medical Device Manufacturing Services Outsourcing market to grow at a CAGR of 11.86 percent over the period 2013-2018. One of the key factors contributing to this market growth is the advancement in healthcare technologies. The Global Medical Device Manufacturing Services Outsourcing market has also been witnessing the outsourcing to emerging countries.

The key vendors dominating this market space are Accellent Inc., Creganna-Tactx Medical, Greatbatch Inc., and Flextronics International Ltd.
Other vendors mentioned in the report are Cadence Inc., Celestica Inc., Nortech Systems Inc., Plexus Corp., WuXiAppTec Co. Ltd., CIRTEC Medical Systems LLC, and Micro Systems Technologies Management AG.

Global Desktop Outsourcing Market 2012-2016: Analysts forecast the Global Desktop Outsourcing market to grow at a CAGR of 4.65 percent over the period 2012-2016. One of the key factors contributing to this market growth is the high demand for improved desktop management. The Global Desktop Outsourcing market has also been witnessing more employees using personal technology in the workplace.

Source:http://www.prnewswire.com/news-releases/outsourcing-market-2018-human-resource-document-and-kpo-knowledge-process-analyzed-in-new-reports-262290501.html

BPOs told to invest outside cities

June 4th, 2014

TO PROMOTE an “inclusive” form of outsourcing in the Philippines, one of the biggest business process outsourcing (BPO) companies in the country today is encouraging other BPO players to get involved in “impact sourcing.”Outsourcing20

Accenture Philippines Impact Sourcing Lead Guia Bengzon told companies involved in outsourcing jobs during the ICT-BPM (Business Process Management) conference last Monday to allocate at least 10 percent of their outsourcing operations to rural areas.

Impact Sourcing is a move done in the industry today where outsourcing jobs are brought to “low-employment communities” that have enough supply of talent, good

Internet connectivity and location accessibility.

Accenture implemented impact sourcing first in South Africa and later in India in partnership with smaller local firms.

Partner

In the Philippines, Accenture has partnered with Makati-based Visaya Knowledge Process Outsourcing Corporation to implement impact sourcing in Tanjay City in the province of Negros Oriental.

Bengzon said Visaya KPO is currently employing 41 workers in Tanjay involved in both voice and non-voice transactions like writing and editing, telephone operations and marketing jobs among others.

Visaya KPO is reportedly the largest employer in Tanjay at present.

The official also said they have partnered with schools in the locality to serve as the training hub for both outsourcing jobs and professional services.

Talent acquisition was not a problem in Tanjay, Bengzon said. She said a lot of the current employees worked in Metro Manila and in Cebu but have chosen to come back to their city given that employment opportunities are now brought closer to home.

Multiplier

“Each job that we have provided benefits four to 10 other persons in their household and the community. This is significant from an inclusive outsourcing perspective and from a national agenda that wants to bring the economies of scale down to where it is really needed,” Bengzon said.

The average annual income of employees in Tanjay, who participated in impact outsourcing, is P186,000, a 33-percent increase “from where they started,” said Bengzon, adding there has been a lifestyle change among workers whose purchasing power improved.

Impact sourcing is also eyed as a “sustainable” practice for the country’s robust BPO industry, said Bengzon.

“By 2030, 40 million will be trying to migrate to the cities. That means we will be experiencing a significant amount of urban pressures, from shelter, water, and food perspective…and this is not going to be sustainable for the industry,” she said.

Of the 400,000 graduates in a year, Bengzon said 240,000 are from rural areas. With impact sourcing, fresh graduates need not go to Metro Manila or Cebu to look for work that offers a competitive salary.

CSR

Aside from its positive effects to the BPO industry, Bengzon cited that companies that will adopt impact sourcing will also “solidify” its corporate social responsibility and make it more sustainable.

For BPO players interested to adopt impact sourcing, Bengzon told them to “identify roles in their organizations where it does not need a face to face encounter.”

They also have to consider other factors like talent requirement, digital facility, and site accessibility among others.

Accenture, in a report titled “Exploring the Value Proposition of Impact Sourcing,” projected that by 2016 impact sourcing will make up 11 percent of the BPO market.

Bengzon said the Philippines has the potential to grow its impact sourcing industry given the citizens’ better English skills compared to other areas in the world.

Amidst sustainability concerns from some industry players, Bengzon told them to not be afraid to outsource a share of their operations.

“(Remember that) we are proponents of outsourcing, so we should not be afraid to outsource ourselves,” she said.

On the government side, the Department of Science and Technology (DOST) website said there will be a series of Rural Impact Sourcing (RIS) Workshops beginning this month until November in order to provide jobs to people in rural areas.

DOST said the workshops, to be led by the Information and Communications Technology Office (ICT Office), will kick off on May 30 in Daet, Camarines Norte. Succeeding workshops will be held in Koronadal, South Cotabato; Kalibo, Aklan; Surigao, Surigao del Norte; and Calbayog, Western Samar.

Source:http://www.sunstar.com.ph/cebu/business/2014/06/03/bpos-told-invest-outside-cities-346261

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