BPO industry growth in Philippines provides StarTek perfect opportunity
The 35 percent business growth forecast of the Business Process Outsourcing (BPO) industry in the Philippines is "astonishing and we want to be part of it," said the President and CEO of high-value BPO services provider StarTek, Larry Jones.
Jones who flew in from the United States was joined by Philippine President Gloria Macapagal-Arroyo and 80 senior industry officials recently to formally inaugurate StarTek’s Philippine facility. It is the Denver, Colorado-headquartered company’s first global facility outside North America.
StarTek is a leading provider of high-value business process outsourcing services, including customer care, sales support, complex order processing, accounts receivable management, technical support, and other industry-specific processes. In addition to voice work, it also specializes in high-value, non-voice customer care and provisioning services to Fortune 1000 corporations in the United States. In the Philippines, its customer care center provides both voice care and non-voice technical support to major telecommunications clients.
StarTek has come a long way from its beginnings 21 years ago – as a small product packaging and fulfillment company.
"It was at the request of our principal client at the time that we established our first contact center to support our fulfillment services. After a little more than two decades, we now operate 19 facilities in North America and Canada. Our Philippine office (in Makati City) is our 20th site, and we are very proud to say that our first global facility is here in this marvelous country," Jones told the media at a press conference said,
"Our expansion to the Philippines is an incredibly significant milestone for our company. When we decided last year to expand our operations internationally, we undertook a comprehensive global search. After visiting the Philippines last February, it was clear that this was the perfect environment for our first offshore operation," he continued.
He cited three critical factors that prompted this decision: the Philippine’s "rich pool of highly literate, college-educated English speakers; reliable, state-of-the-art, and redundant communications infrastructure; and cost-effective operations compared to other potential sites."
StarTek Philippines opened last September with a new management team and 50 agents. After just four months of operation, he reported StarTek Philippines is well on its way to filling the center to full capacity of 1,100 agents.
"We have experienced tremendous response from our recruitment efforts in the first few months of operation," said Jones. "And our clients are impressed with the quality and dedication of our agents here in the Philippines."
"I am confident this is not our last center in the Philippines. While we are inaugurating our first facility in the Philippines, I believe there will be others to come," he underscored. "It makes great sense to invest in the Philippines BPO industry."
According to Commission on Information and Communications Technology (CICT) and Business Processing Association of the Philippines (BPA/P), despite the effects of the global economic crisis that has affected so many industries, BPO revenues generated in the Philippines are expected to increase around 35% this year as demand for high-quality, cost-effective value-added services increases.
"We want to be part of that growth… and we will," he emphasized as his company looks forward to a long and prosperous partnership in the Philippines.
The formal launch of the StarTek facility followed projections by the BPA/P and independent analysts that 2009 will see significant growth in the Philippine BPO industry despite a general global economic downturn. A recent survey conducted by BPA/P and Outsource2Philippines revealed that 70% of BPO executive respondents in the Philippines believe that the global financial crisis will have either a neutral or positive impact on their Philippine operations.
In 2008, the Philippine BPO industry generated approximately $ 7 billion in revenue according to the CICT. The Commission expects 2009 industry revenues to increase by as much as 35%.
Jones who flew in from the United States was joined by Philippine President Gloria Macapagal-Arroyo and 80 senior industry officials recently to formally inaugurate StarTek’s Philippine facility. It is the Denver, Colorado-headquartered company’s first global facility outside North America.
StarTek is a leading provider of high-value business process outsourcing services, including customer care, sales support, complex order processing, accounts receivable management, technical support, and other industry-specific processes. In addition to voice work, it also specializes in high-value, non-voice customer care and provisioning services to Fortune 1000 corporations in the United States. In the Philippines, its customer care center provides both voice care and non-voice technical support to major telecommunications clients.
StarTek has come a long way from its beginnings 21 years ago – as a small product packaging and fulfillment company.
"It was at the request of our principal client at the time that we established our first contact center to support our fulfillment services. After a little more than two decades, we now operate 19 facilities in North America and Canada. Our Philippine office (in Makati City) is our 20th site, and we are very proud to say that our first global facility is here in this marvelous country," Jones told the media at a press conference said,
"Our expansion to the Philippines is an incredibly significant milestone for our company. When we decided last year to expand our operations internationally, we undertook a comprehensive global search. After visiting the Philippines last February, it was clear that this was the perfect environment for our first offshore operation," he continued.
He cited three critical factors that prompted this decision: the Philippine’s "rich pool of highly literate, college-educated English speakers; reliable, state-of-the-art, and redundant communications infrastructure; and cost-effective operations compared to other potential sites."
StarTek Philippines opened last September with a new management team and 50 agents. After just four months of operation, he reported StarTek Philippines is well on its way to filling the center to full capacity of 1,100 agents.
"We have experienced tremendous response from our recruitment efforts in the first few months of operation," said Jones. "And our clients are impressed with the quality and dedication of our agents here in the Philippines."
"I am confident this is not our last center in the Philippines. While we are inaugurating our first facility in the Philippines, I believe there will be others to come," he underscored. "It makes great sense to invest in the Philippines BPO industry."
According to Commission on Information and Communications Technology (CICT) and Business Processing Association of the Philippines (BPA/P), despite the effects of the global economic crisis that has affected so many industries, BPO revenues generated in the Philippines are expected to increase around 35% this year as demand for high-quality, cost-effective value-added services increases.
"We want to be part of that growth… and we will," he emphasized as his company looks forward to a long and prosperous partnership in the Philippines.
The formal launch of the StarTek facility followed projections by the BPA/P and independent analysts that 2009 will see significant growth in the Philippine BPO industry despite a general global economic downturn. A recent survey conducted by BPA/P and Outsource2Philippines revealed that 70% of BPO executive respondents in the Philippines believe that the global financial crisis will have either a neutral or positive impact on their Philippine operations.
In 2008, the Philippine BPO industry generated approximately $ 7 billion in revenue according to the CICT. The Commission expects 2009 industry revenues to increase by as much as 35%.
Tags: manila
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