BPO industry to survive crisis, says RP firms

MANILA, Philippines–The Business Process Outsourcing (BPO) industry gleams with hope during times of crisis, according to Philippine Chamber of Commerce and Industry (PCCI).

“While the IT (information and technology) sector has been hit, the BPO sector is surviving,” said Edgardo Lacson, PCCI president, during a forum Wednesday.

Lacson cited that at least 70,000 employees were laid off in the Calabar region (Calamba, Laguna, Batangas, Rizal) due to the closing of Philippine operations of companies like Intel, Panasonic, and soon, Fujitsu.

“These IT jobs are type of jobs that are permanently lost. But BPO should be explored. There are two types: one is voice and the other is non-voice; it is the non-voice that should be looked into,” Lacson told INQUIRER.net.

Voice-type BPO services involve answering queries regarding products and product concerns, as well as telemarketing. Non-voice type BPO services encompass engineering design, legal and medical transcription, design, animation, software development, among others.

“Retail in the US has gone down so voice type went down as well. There is a rise in the non-voice type of industry because of the European entry as well as President Obama’s stimulus package providing more jobs in this sector,” said Lacson.

Apart from BPOs, Lacson also cited the knowledge process outsourcing that the organization is pushing.

“By providing our services, we are ‘Filipinizing’ the international community, strengthening our economy as well,” he said.

Lacson said Filipinos should change their mindset when it comes to offering their services.

“Filipinos should take pride in their work. You go anywhere around the world and street sweepers, garbage collectors, nannys, they are all proud of what they do. Mga Pilipino masyadong diploma-based ang mentality [Filipinos have a diploma-based mentality] and that has to change. Find dignity in what you do and be proud of it,” Lacson said.–Erika Tapalla, INQUIRER.net