BPO firms told quality certifications key to attracting more clients

BUSINESS process outsourcing (BPO) firms are being encouraged to secure quality certifications to boost chances of attracting clients amid competition posed by other countries in the region.

In a press conference, Gigi Virata, Business Processing Association of the Philippines (BPAP) information and research director, on Tuesday said the group this month will roll out a “quality roadmap,” which would facilitate voluntary implementation of quality standards among BPO companies.

Virata said there is a low level of certification among BPO players in the country.

Jim Griffin, Polaris Vanguard LLG president, said only 21 percent of local BPO firms have the basic ISO 9001 certification on quality management systems, while 40 percent and 60 percent of Vietnamese and Malaysian companies, respectively, have such in place.

Griffin said a growing number of clients now look for ISO 9001 and ISO 27001 (on information security management system) certifications.

Virata said many Philippine BPO players still manage to get customers despite lacking quality certification because of competitive costs as well as quality of the Filipino workforce.

“That’s why it’s difficult to convince companies that we need [certification],” she said, adding that high costs in securing certifications put off local firms, whereas those in China and Vietnam get subsidies from their government to do so.

To address this concern, BPAP plans to generate funds through partnerships with funding agencies, Virata said.

“We understand that the government at this point is really tight on expenditures,” she said.

While certification is just one requirement that prospective clients look for, it is important that local BPO companies, especially small and medium ones, be as competitive as those in neighboring countries, she said.

BPO players that showed excellent performance and contributed to making the Philippines a leading BPO hub shall be honored in the 5th International Information and Communications Technology (ICT) Awards set for March 31.

About 100 firms and individuals were nominated for the ICT Awards’ eight categories, but the number of finalists would be trimmed to only p to seven for each category by March 23.

The BPO industry this year expects revenues to grow 22.2 percent to $11 billion and generate an additional 110,000 jobs.  –Ben Arnold O. De Vera, Reporter, Manila Times