Business process outsourcing, or BPO, is a relatively young industry and in the Philippines, only really began at the turn of the century. Although a huge sector now — there are over 800 BPOs in the Philippines — there were only a handful of BPOs in the 90s. Given the relative youth of the industry it might seem that it does not matter where you go for your outsourcing requirements. However, as the example of the Philippines shows, a huge amount can be developed in just a few decades.
The growth of the industry provides several benefits, both for BPO companies and the businesses looking to outsource services to them. One of the first is that the size of the industry means there is a large pool of experienced staff. Over one million Filipinos work in BPO outsourcing providers in the Philippines, and a workforce of this size means that the industry can rapidly scale when needed. A company outsourcing a major contract is not going to be limited by staffing constraints in the same way it would if attempting to deliver services in-house or using a company in a nation without a significant BPO sector.
The workforce also covers all levels of seniority. There are Filipinos who have spent their entire working career in BPOs, in many cases working their way up to senior levels or developing particular expertise that they can bring to new projects. There are few areas in the world where it would be possible to set up a BPO company without bringing in external managers and leaders. However, in the Philippines every position, from call agent to senior management, could be filled by experienced and qualified local staff.
When you are outsourcing it’s important to make sure that you know you have that level of experience working for you. PITON-Global, based in Manila, is an example of a premier BPO company in the Philippines that has the experience to provide world-class services. Building on two decades of experience they operate from purpose-built facilities, recruiting, training and developing high-quality staff, they provide a range of call center and back-office services to a variety of clients.
When outsourcing to a company like PITON-Global there’s a good chance they already provide outsourcing services very similar to your need or, if not, will already have the experience and expertise to successfully manage your requirements. And when you are choosing a company that will be important to your customer satisfaction, it’s important to choose one that has a track record you can rely on.