1

GROUP
2

Industry Trends:

THE OUTSOURCING
INDUSTRY

OUTSOURCING, BPO &

THE CALL CENTER

INDUSTRY
Group #1

Define:

OUTSOU
RCING?

Generally, outsourcing is using external resources

or getting help from the outside of the organization.

What is outsourcing?

Locations where labor is very

cheap but skill of human capital
is relevantly acceptable
(ex. China, India, Philippines)

Outsourcing
Companies

Sales
Large global companies
(ex. Apple, Nike & Hp)

Service

Support

Reasons for

OUTSOU
RCING:

BUSINESS PROCESS OUTSOURCING?

Global BPO Industry

Demand for
business process
Trends

outsourcing increased and spurred employment and

investment in the industry as the big companies in the US, Europe, Asia and Asia-Pacific
continued to look at outsourcing as a means to reduce costs as well as sustain their business
operations.
India and the Philippines have capitalized well on their first-mover advantage in the
global outsourcing space, with both countries representing a combined 60 percent share of the
total global offshore market by end of 2010.
According to IBMs Global Locations Trend 2010, the Philippines already surpassed India as
the world leader in
business process outsourcing. The country outpaced India in the voice-based support services,
drawing support from its well-educated workforce with good command of the English language.
Business process outsourcing is defined as the delegation

of service-type business processes to a third-party service

provider. It covers services related to information
What is BPO?
technology, business administration, sales, marketing, and
customer care ( DTI, 2003 ).

BUSINESS PROCESS OUTSOURCING

. . . in the Philippines:
Business process outsourcing
or BPO is a growing industry in
the Philippines. The BPO industry
in the Philippines has grown 46%
annually since 2006. In 2012, ITOBPO in the Philippines generated
more
than
$13
billion
in
revenues, an increase of $2
billion from the $11 billion in
2011.
Additional 600,000 jobs
are needed by the BPO industry
until Year 2016. This boom is led
by demand for lower labor costs,
a highly skilled and educated
work force, and high proficiency

BPO services in the country are

generally classified into seven
subsectors:

CALL CENTER
INDUSTRY

What is a Call
Center?
. . . a customer-interactive office set-up consisting of computers
hooked up to the internet and manned by accent neutralized or
product trained operators who respond to inquiries or complaints
from callers or customers calling from countries where the
particular product or service is being marketed, produced, or
sold (San Jose, 2007).

in the Philippines:

The call center sector comprises 80% of the total BPO

industry in the country. With 80% of the call services
provided for the US market. Call centers activities (voice)
with PHP73.9 billion contributed three-fourths share to the
total value added for BPO activities.

A BPO- Call Center Company

COMPANY OVERVIEW
Convergys Corporation is a corporation based in
Cincinnati, Ohio, that sells customer management and
information management products, primarily to large
corporations. It is a global leader in providing customer care,
human resources and billing services. The said company
combines specialized knowledge and expertise with solid
execution to deliver outsourced solutions, consulting services
and software support. Convergys serves the world's leading
companies in many industries including: Communications,
Financial services, Technology, Consumer product.
In the Philippines, from a single contact center in Manila which opened
in 2003, Convergys now have 34 contact center facilities in key cities
nationwide. With over 55,000 employees, Convergys is the largest private
employer in the country and is one of the top BPO- Call Center Company
earner.

COMPANY
LEADERSHIP

ANDREA J. AYERS
Convergys
Corporation
President & CEO

IVIC MUECO
Convergys Philippines
Service Corporation
President/ Country
Manager

INDUSTRY
Customer
management
Information
management

Outsourcing

Consulting
Professional
Services

CONVERGYS STRATEGIES
Acquisition of Stream

As a global
leader

As Convergys
Expanding further in Cebu in the Year 2007
Philippines
Doubling efforts during the economic crisis and Typhoon Ondoy

The Glorietta 5

Standing out and getting noticed with different prestigious company and management
awards

The existence of both team and individual rewards and recognition programs, giving
career opportunities for both professional and personal development and having
Classroom training (during normal business hours), computer-based training modules,
mentor programs, networking events, on-the-job training and workshops and having
competitive array of benefits to its employees

Making a bold statement in 2012 about the You Count

Participating in community and social projects like creating Convergys CAN: Community
Action Network and signing the Integrity initiative pledge

End of
Group 1s
Presentati
on