Articles & Reports

State Of The Shared Services Market Report 2020 - The Philippines

State Of The Shared Services Market Report 2020 - The Philippines

The business landscape across the Philippines is transitioning. While consolidation efforts continue on the one hand, the most far-sighted SSC leaders are committing themselves to a future of innovative, digital service delivery on the other. Undoubtedly, the role of SSCs is shifting.

To ensure we keep you up-to-date on best practices and opportunities the SSOW Philippines team has put together an industry report for you specially focusing on the Philippines market.

In it you can find information on:

  • Talent management
  • Operational issues
  • Costs of RPA implementation
  • Your career to date
  • Preparing for the future of work

Download now to see how you can be first out of the gate following the Covid-19 pandemic

Driving Contact Center Excellence Strategize, Evolve And Scale To New Heights

Driving Contact Center Excellence Strategize, Evolve And Scale To New Heights

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
Attendee List - Philippines Shared Services and BPO Week

Attendee List - Philippines Shared Services and BPO Week

Complete the form below is download the list.

Visual Analytics Workbook: 3 Drivers of Change in Philippines Shared Services & BPOs: Automation, Customer Excellence & Future Workforce

Visual Analytics Workbook: 3 Drivers of Change in Philippines Shared Services & BPOs: Automation, Customer Excellence & Future Workforce

This analytics report examines the surge in Intelligent Automation adoption in Philippines Shared Services and its impact on developing the Future Workforce and advancing customer experience.

Next, this report also features key automation KPIs (i.e. cost savings, accuracy, and productivity metrics) to benchmark your automation programs and includes performance metrics from the Top 20 Most Admired SSOs to allow you to see how you stack up against top performers.

Lastly, we have included an analysis of how Philippines BPO providers are evolving to meet the urgent needs and expectations of their customers.

The Philippines SSO Market Report 2018

The Philippines SSO Market Report 2018

This report provides a deep-dive into how these trends are playing out in the Philippines. We hope it will guide you to improved decisions as you move your operations forward.

The Philippines' Shared Services 2019 Visual Analytic Workbook

The Philippines' Shared Services 2019 Visual Analytic Workbook

SSON Analytics surveyed Shared Services professionals in the Philippines. The results of this survey were blended with proprietary data to provide insights on current trends. This interactive report gives a snapshot of the Philippines' SSC landscape, offer tips on how to successfully adopt a GBS operating model and manage talent in SSCs. Also, it will compare talent availability and overhead costs in different cities domestically and internationally. Click on the link below and navigate yourself through the analytics workbook to learn more. 

Spotlight on Philippines 2018: Skill Deficits, Global Business Services (GBS) Objectives, and Tips to Drive Performance Improvement

Spotlight on Philippines 2018: Skill Deficits, Global Business Services (GBS) Objectives, and Tips to Drive Performance Improvement

SSON Analytics surveyed Shared Services professionals in the Philippines. The results of this survey were blended with proprietary data to provide insights on current trends.

New Opportunities for The Philippines in 2020

New Opportunities for The Philippines in 2020

The professional services delivery talk in the Philippines is all about a BPO rebound this year. BPO development has been strong with the news of potentially tens of thousands of jobs being created and bandied about.  Coupled with the current tax reform program being implemented alongside other domestic reforms, the Philippines economy is booming. 

In this article we discuss how all these new opportunities in the Philippines are influencing the BPO and shared services sectors, which have been such a boon already, and are growing across other ASEAN economies.


Eliminating Hurdles To Scaling RPA

Eliminating Hurdles To Scaling RPA

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. 

Shared Services Philippines Investment Report 2020

Shared Services Philippines Investment Report 2020

The business landscape across the Philippines is transitioning. While consolidation efforts continue on the one hand, the most far-sighted SSC leaders are committing themselves to a future of innovative, digital service delivery on the other. Undoubtedly, the role of SSCs is shifting.

To ensure we keep you up-to-date on the SSC investment opportunities in the Philippines, the SSOW Philippines team has put together an investment report for you.

In it you can find information on investment priorities of SSC leaders in the following areas:

  • Talent management
  • Operational issues
  • RPA implementation
A New Shared Services Model for the Philippines

A New Shared Services Model for the Philippines

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?

Is GBS the winning approach?

Is GBS the winning approach?

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. 


The Shared Services Market Report 2019 for The Philippines

The Shared Services Market Report 2019 for The Philippines

Each year SSON conducts a global survey to pin point the key trends and challenges for the industry in the year ahead. Based on this annual survey we produce the leading market report both globally as well as country specific. We are delighted to share with you the 2019 State of the Shared Services Market Report for the Philippines. 

In this report we outline priorities, highlight trends, and provide an invaluable guide to the current state of the shared services market in the Philippines. 

Download the report to learn more.