Business Process Outsourcing Industry Roadmap

THE Information Technology-Business Process Outsourcing (IT-BPO) Roadmap 2011-2016 forecasts revenues of up to $25 billion and an employee base of 1.3 million by 2016. Government, the private sector, and stakeholders are reviewing it, taking into consideration major developments in terms of Philippine competitiveness against other countries. The BPO industry is the fastest growing and one of main promoters of economic growth.

The IT-BPO sector projects growth at 20% in 2013. Data at Business Process Association of the Philippines (BPAP), the umbrella association for the industry, and Global In-House Center (GIC), showed there are today 493,000 Filipinos employed in the contact center industry, and the number is expected to increase to 567,000 this year.

BPAP and its partners developed the roadmap, from interviews with industry stakeholders, a survey of over 200 outsourcing firms, and research. The study said the industry can grow from $9 billion in annual revenues and 500,000 direct hires in 2012 and $20 billion and 900,000 employees by 2016 if present situations are sustained, boosted by strengthened public-private partnership (PPP), and improved quantity and quality of talents. It suggested intensified talent development and more government support to meet long-term goals.

There are five priority areas in the roadmap – driving standards and accreditation to better match skills of graduates with industry requirements; more aggressive marketing of industry to local talent pool; strengthening awareness of Philippine value proposition in IT, voice, and non-voice BPO services; advocating high-impact public policies; and strengthening PPP to fund training programs. The Department of Science and Technology and the Commission on Higher Education have tied up to boost competitiveness of the sector by including business communication courses in the tertiary learning curriculum. The Technical Education and Skills Development Authority ensures a steady pool of talent to achieve the 1.3 million workers needed by 2016.

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