BPO revenues up 21% in 2008

MANILA, Philippines – The 29 largest business process outsourcing (BPO) providers in the Philippines, mostly engaged in contact center activities, reported P94.4 billion in combined revenues in 2008, up 21 percent or P16.1 billion from the P78.3 billion they posted in 2007.

“The Philippines has definitely secured its position as a leading player in the global BPO market, judging from the sustained double-digit revenue growth of the local branches of mostly multinational BPO providers,” Catanduanes Rep. Joseph Santiago, chairman of the House information and communications technology committee, said.

Santiago cited the need to further build up the BPO industry through ample infrastructure support, proper human resource development, sound policy environment, adequate fiscal incentives and effective business development.

He said the P94.4 billion in combined revenues reported by the top 29 BPO providers alone translate to almost $2 billion at the current exchange rate of P47.63:$1. Overseas clients pay BPO firms in dollars.

“What is remarkable about the BPO industry is that it is highly labor-intensive. Since the industry employs a growing number of Filipinos, it also supports an increasing number of families,” Santiago said.

The top 29 BPO providers and their corresponding 2008 revenues are: TeleTech Customer Care Management Philippines Inc. (P8.1 billion); Convergys Philippines Services Corp. (P8 billion); eTelecare Global Solutions Inc. (P7.9 billion); Sykes Asia Inc. (P7.5 billion); Aegis PeopleSupport Inc. (P5.7 billion); ICT Marketing Services Inc. (P4.3 billion);

Telus International Philippines Inc. (P4.2 billion); HSBC Electronic Data Processing Philippines Inc. (P4.1 billion); Sitel Philippines Corp. (P3.7 billion); Telephilippines Inc. (P3.6 billion); Deutsche Knowledge Services Pte. Ltd. (P3.2 billion); IBM Daksh Business Process Services Philippines Inc. (P3.2 billion); IBM Business Services Inc. (P2.9 billion);

Sutherland Global Services Philippines Inc. (P2.5 billion); JP Morgan Chase Bank N.A. Philippine Customer Care Center (P2.4 billion); Dell International Services Philippines Inc. (P2.4 billion); SPI Technologies Inc. (P2.3 billion); Advanced Contact Solutions Inc. (P2.2 billion); ePLDT Inc. (P2.1 billion); APAC Customer Services Inc. (P2.1 billion); Cyber City Teleservices Philippines Inc. (P1.8 billion); Sitel Customer Care Philippines Inc. (P1.8 billion); Parlance Systems Inc. (P1.7 billion); ePerformax Contact Centers Corp. (P1.6 billion); Synnex-Concentrix Corp. (P1.4 billion); West Contact Services Inc. (P1.2 billion); Vision-X Philippines Inc. (P1.1 billion); Genpact Services LLC (P1 billion); and ePLDT Ventus Inc. (P1 billion).

The 2008 revenues of the local units of the following large BPO providers were not readily available: Accenture Ltd., Affiliated Computer Services Inc., Citigroup Business Process Solutions Pte. Ltd., INFONXX Philippines Inc., Hinduja TMT Ltd., and Vocativ Systems Inc.

Santiago pointed out that the country has more than 400 other BPO providers that generate annual revenues of anywhere from a few million pesos to just under P1 billion. –Mary Ann Ll. Reyes (The Philippine Star)