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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.

In this latest 2023 report, we'll be taking a closer look at the state of the Shared Services & BPO industry in the Philippines. This report was co-produced with SSON and includes findings, research and analysis of the Philippines market.

Grab a copy of this report below!

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 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

The Philippines Shared Services State of the Industry Report sheds light on where the industry is heading and how we must reinvent the operating model to respond to the needs of the new norm.

Download to read the full report.