Outsourcing Articles

Outsourcing Is Evolving, Providing Many Options
Contact center outsourcing is not “all-or-nothing;” to succeed, you’ll need to think through the specifics.
I am often asked for my thoughts on outsourcing: “How do customers feel about it?” “Which states or
regions are best?” “Does outsourcing help an organization succeed—or isolate it from the customer
base?” “What are usual cost comparisons?” Problem is, these questions are so general, the answer’s
always going to be: “It depends. Please tell me more.” LEARN MORE

Build a Better Business with Outsourcing
When Laura Lee Sparks left her job as a law firm manager to launch her own business, she knew
from the beginning that there were certain tasks she didn’t want to handle. The owner of Legal Marketing
Maven–a firm that helps law firms streamline their practices through outsourcing–Sparks practiced what
she preached from the start, hiring an outside bookkeeper and slowly adding to her virtual team of contractors.

Companies ‘Outsource’ Because That’s Where The Sales Are
We used to praise that type of competitive spirit and success — used to. Or take International Paper. 
The Journal reports that the 114-year-old company is also growing much faster outside the U.S. than
at home.  Between 2008 and 2011, sales in the U.S. and Europe remained about the same, while sales
in Asia more than doubled, to $1.8 billion. LEARN MORE

Outsourcing: What’s The True Impact? Counting Jobs is Only Part of The Answer.
The battle has been going on since at least the 1880s, when the first New England textile mills began
moving production to the Carolinas. Whatever name it goes by — “runaway plants,” “outsourcing,”
“global sourcing,” “offshoring”— workers and the public tend to hate it, executives view it as inevitable
and economists defend it as part of the painful process by which market economies prosper.

PH is BPO Capital of The World 
The yuan devaluation and the integration will catapult the Philippines as the business process outsourcing
(BPO) capital of the world, according to property consultancy CBRE. CBRE in its second quarter industry
report showed more growth is expected outside Metro Manila as well, as BPO companies are increasingly
looking to set up shop in the “next wave cities.” LEARN MORE

How The Philippines is Crushing The Indian Call Center Business
It’s a call center cliche, familiar to many Americans who’ve picked up phones to contest bogus bank
charges or gripe about a laptop on the skids. The agent who answers goes by a common U.S. name,
perhaps Larry or Jennifer. Yet the accent is unmistakably Indian, sometimes hard to comprehend or
laced with unfamiliar idioms. It’s no secret that Indian call centers have an accent problem. That problem
is now proving to be incredibly costly. LEARN MORE

‘Accent’ Matters: Philippines Acquiring 70% of India Call Centers
MANILA, Philippines — Most voice and call center businesses in India are transferring to the Philippines
due to Filipino workers’ more “neutral” English acccent, among other reasons, an Indian business group
said. The Associated Chambers of Commerce and Industry of India (Assocham) said that India is losing
70 percent of all incremental domestic business process outsourcing (BPO) businesses, particularly call
centers, estimated to be worth $30 billion in foreign exchange earnings. LEARN MORE

Call Center Industry Firm on Retaining Number 1 Status
MANILA, Philippines – The call center industry of the Philippines is determined to keep its status as
no. 1 in the world for voice calls, even as it strives to put key measures in place to also become no. 1
in the non-voice segment. LEARN MORE

PHL Call Centers: Getting Even Better
DURING the administration of President Gloria Arroyo, in about 2003, is when the Philippine call-center
business first began to show signs of the potential to be a sustainable business sector. The outsourcing
industry was properly supported by government policy and programs unlike is so many other instances.

Philippines’ Rise as Call Center Nation Lures Expats Home
Sept. 24 (Bloomberg) — Having grown up poor, Denise Sese found herself still mired in debt. It was 2009.
A college dropout and one-time cashier at a Jollibee Foods Corp. fast-food outlet in Manila, she was out of
a job. At a Manila mall one day, she spotted a booth advertising a free call-center training program. She
signed up and eventually landed a job, Bloomberg Markets magazine will report in its November issue.

TESDA Allots P65-million for BPO Training
The Technical Education and Skills Development Authority (Tesda) has allocated P65 million worth
of scholarship vouchers for the pre-employment training and retooling of workers in the Information
Technology-Business Process Management(IT-BPM) industry. Tesda director general Joel Villanueva
said the training will be carried out through the agency’s Training for Work Scholarship Program (TWSP).

Call Center Industry To Maintain Top Status
The call center industry of the Philippines is determined to keep its status as the top destination on
the world for voice calls, even as it strives to put key measures in place to also become number one
in the nonvoice segment. Jojo Uligan, Call Center Association of the Philippines (CCAP) executive
director, said that there is a need to revisit education in the Philippines to incorporate the ever-changing
dynamics in the contact centers. LEARN MORE

Aquino Determined To Keep PH as Top BPO Destination
President Benigno Aquino III underscored the importance of public and private sector cooperation
to sustain the country’s success in the information technology and business process management
industry (IT-BPM). Speaking at the International IT-BPM Summit Tuesday night, October 14, Aquino
vowed to continue working closely with the private sector to further improve the business process
outsourcing (BPO) industry in the country, which he said employs a million people as of last month.
He added that he expects the industry to meet its target of employing more than 1.3 million
Filipinos by 2016. LEARN MORE