Articles & Reports

Ahead of the Shared Services and BPO Week Philippines 2025, SSON has surveyed Shared Services and BPO leaders in Philippines, specially creating this interactive Visual Analytics Workbook on the topic of 'Driving Digitalization and Experience Across Shared Services'. Download now for full insights and benchmark your SSC and BPO with your industry peers. 

Download to find out about:

• Digital priorities 
• Technology adoption 
• Leveraging CX to deliver value
• Building a future-ready workforce
• Top approaches in achieving process optimisation
  

The Philippines is only predicted to grow as a leader in the BPO sector, with a 7% projected growth for 2024. This would raise the country's revenue from $37.4 billion to $37.87 billion. Beyond contributing massively to the country’s economy, the BPO industry generates many job opportunities. In fact, the Information Technology-Business Process Management Association of the Philippines (IBPAP) expects an additional 1.1 million BPO employees between 2022 and 2028. The island country is an attractive location for BPO centers partly due to the Filipino government facilitating the industry’s growth through hybrid work policies. The country boasts financing programs and schemes to assist smaller-scale businesses. This favorable governance landscape then prompts foreign investment, which allows the sector to grow further.

Whilst the Philippines appears as a frontrunner for its human capital, the country falls behind in terms of technological advancements. Growing hesitations surrounding generative AI, financial restrictions on digital transformation, and relatively new automation initiatives contribute to the reliance on the Philippine’s talent pool. However, the country remains committed to developing their digital infrastructure, which will make the country even more competitive within the shared services and BPO landscape.

Download the report for full insights into the Challenges, Geographical Trends, Talent, Techonology in Philippines Shared Services industry. Plus, exclusive interview with Reah Maloloy-on Yu, Site Process Lead for Digital Transformation, Lexmark.

The 14th annual Shared Services & Outsourcing Week Philippines 2024 concluded on a successful note. Held from 6-9 August 2024, the country’s top SSO and BPO leaders gathered and explored strategies for transforming shared services from transactional to value-driven operations, focusing on enhancing customer experience, leveraging data analytics for competitive advantage, optimizing processes for scalability, and retaining top talent. Case studies from Japan Tobacco International and B&M Global Services Manila were shared, including insights from site visits to their Manila GBS centers.

Download report for full insights!

The answer is yes. Global Business Services (GBS) are highly represented across the Philippines services support landscape. In fact, more than half of the Philippines-based SSOs (way above the global average) responding to a recent SSON survey confirmed their adoption of GBS.

In this report we explore what GBS offers that traditional Shared Services does not. Agility, Flexibility, and Ability to Transform are the key answers and this report aims to examine each in detail with reference to the Philippines shared service space. 

In attracting talent overall, companies are counting on a strong company brand first.  What is becoming more important is a commitment to diversity, equity, and inclusion.

This infographic encompasses how Shared Services Leaders in the Philippines are adapting to the evolving gig economy. Download to read on.

In an increasingly complex, connected world the contact center is set to become the interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering. 

In an interview report with FRANCEL TABORLUPA, Chief Information Officer, Armed Forces of the Philippines to discover how contact center can evolve beyond omnichannel operation to become the center of a truly connected enterprise, she shared the following:

• what does it take to transform a contact center into multi-experience customer innovation hub?
• Which emerging technologies and innovations are best placed to boost CX and customer contact strategies?
• What effect will current events have on the future of customer contact centers?

In addition, the report also covers:

• Best practices for Outsourcing
• Priorities for 2020 for CX professionals

In this article, Steve Harris, Managing Director, ANZ Global Services and Operations Philippines, spoke about how shared services practitioners can scale up robotic capability across the enterprise. 

In light of new technology innovations that are replacing human labor with software, or robotic labor, the market is experiencing the early rumblings of what promises to be an earthquake to shake traditional operating models. Are you ready for the digital workforce?