As the global economic slowdown takes its toll on businesses, more small and medium enterprises (SMEs) in the US have begun outsourcing their back office processes to cut costs, an official of a local contact center association said.
In an interview, Jojo Uligan, Contact Center Association of the Philippines (CCAP) executive director, said US-based SMEs did not see the need to outsource these jobs prior to the crisis.
But now, these businesses have been started tapping Philippine business process outsourcing (BPO) firms to save on costs and keep their operations efficient.
Uligan said the local industry observed that big clients from the US—which is the Philippines’ largest BPO market—have slightly decreased.
But on the brighter side, the sector has been attracting additional clientele among US-based SMEs as they have now realized the value of outsourcing, he said.
The CCAP official said most of these American SMEs outsource some activities through small contact centers in the Philippines while large call centers have also been accommodating them as clients, allotting five to 10 seats for each account.
Currently, small call centers make up about 5,000 of the total 200,000 contact center seats nationwide.
On Wednesday, Sen. Manuel “Mar” Roxas 2nd said small contact centers in the country should consolidate and merge to corner more capital.
“Small call centers don’t have the scale and capital to go after big contracts. They can’t afford to hire representatives in the US, who are too expensive, to book contracts for them,” Roxas told reporters on the sidelines of the CCAP Call Center Conference and Expo 2009.
“We’re not discouraging small players nor stopping them, but if they want to get access to capital, they have to do so,” he said.
Roxas said mergers and consolidation between small players call centers grow as the local industry is currently dominated by multinational firms, affiliates of large corporations or adjuncts of telecommunications companies.
It was during Roxas’ time as Trade secretary when the local BPO industry started to develop in the country.– Ben Arnold O. de Vera, Manila Times
March –
IT’S WOMEN’S MONTH!
“Respect and support women
every day of the year/s!”
Invoke Article 33 of the ILO Constitution
against the military junta in Myanmar
to carry out the recommendations of the 2021 ILO Commission of Inquiry
against serious violations of protocols of
Forced Labour and Freedom of Association.
Accept the National Unity Government (NUG)
of Myanmar. Reject Military!
#WearMask #WashHands
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Monthly Observances:
Women’s Role in History Month
Weekly Observances:
Week 1: Environmental Week;
Women’s Week
Week 3: Philippine Industry and “
Made-in-the-Philippines Products Week
Last Week: Protection and Gender-Fair Treatment
of the Girl Child Week
Daily Observances:
March 8: Women’s Rights and
International Peace Day;
National Women’s Day
March 4: Employee Appreciation Day
March 15: World Consumer Rights Day
March 18: Global Recycling Day
March 21: International Day for the Elimination
of Racial Discrimination
March 23: International Day for the Right to the Truth
Concerning Gross Human Rights Violations
and for the Dignity of Victims
March 25: International Day of Remembrance of the
Victims of Slavery and the Transatlantic Slave Trade
March 27: Earth Hour
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