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The Asia Business Process Management (BPM) summit was held last March 15, 2017 at the Manila Mariott Hotel. It gathered industry leaders and professionals to celebrate the success of the IT-BPM Philippine sector and discuss the plans to move forward. Ultimately, it addressed how the industry as whole can overcome the challenges that could get in the way of the industry’s growth.

With the theme “Headwinds Makes Us Stronger” the crowd was informed on the status of the BPO industry and the factors to be considered in moving towards its future.

As a testament to its growth, the Philippine BPO sector closed 2016 with a victory. As the year ended, the landscape of the industry showed how far it has gone to become part of a global BPO market currently valued at $166 Billion. It boasts a promising potential that could come as early as the near future. However, it is not without challenges as countries like China and Mexico are challenging the country’s stronghold in the market.

Technology continues to play as a leading factor both positively and negatively. While technological advances like Cloud Services made leaps and bounds on helping BPOs to provide quality service, the same advances threaten the replacement of some of the functions of BPO providers with machines.

Industry Evolution and Filipino Versatility

Despite the threats, the Philippine BPO industry is stronger than ever as it is evolving. While the country is known as the “Contact Center Capital” of the world, acquiring a reputation of providing quality call center services; other back office or outsourced non-voice solutions are quickly becoming a Filipino specialty as well.

Corporate Level Successes

Also included in the Asia BPM Summit are some of the Philippine’s most successful BPO providers. Top management and business leaders from these BPO giants shared the outlook of their company culture and what it took to achieve their success. The common key takeaways among the successful companies are the following:

  • focus on having a distinct identity for your company,
  • find the right partnerships and sustain them, and
  • take care of your people.

Industry Economic Influences

As it normally goes in economic studies, the success of one industry is related to others. For offshore businesses, its success directly affects other industries such as the construction industry. Demands for business infrastructure development are higher than ever due to the boom in outsourcing. Rural areas previously overlooked by business strategists are suddenly developing into prime business districts, providing a venue for multi-national businesses while increasing the employment opportunities for the Filipino youth.

The Australian market on focus

The Australian market on focus

Bright Future Prospects

During the event, all the speakers were assured of one thing: the BPO industry is only gaining more strength worldwide, with the Philippines leading its exponential growth. The future is bright for the BPO industry.

With the quality service that the industry provides, there has been a significant increase in its demand as well. To address this, detailed industry-wide plans such as “Road Map 2022: Accelerate PH, Future Ready” are put in place to give direction and solve challenges that might come in the way of the industry’s growth. Although it is will not be an easy road, things will only get better.

Anderson Group BPO, Inc. Represented

Anderson Group BPO, Inc., a quality BPO service provider, took part in the event represented by its Business Development Head, Paulo Salud. He expresses his thoughts on the event:

“I am always excited to attend different industry events. I see it as a great opportunity to get updated with industry news and share the room with some of the best industry leaders. Asia BPM Summit is one that I am always looking forward to attend each year.

“The topics on point with the current trends and situations that organizations and our country are currently facing. It is such a pleasure to listen to the leaders talk about their point of views, solutions and experience on different aspects of the business,” (Paulo Salud, 2017)

Opportunities Down Under

Furthermore, while the United States remains the leading outsourcer to the Philippines, Paulo believes that Australia is on the verge to fully embracing offshoring. This is not only lowers costs but more importantly improves customer experience.

“Anderson Group realizes these challenges and learning from other organizations has given us insights on how we deal with our own. With the right mix of experience and young talent, we are prime and positioned not only to solve our issue but our clients.” (Paulo Salud, 2017)

The summit definitely gave inspiration and hope to all involved in the industry. We all look forward to what 2017 and beyond can bring.