Boosting BPOs in 2023: Payoneer and PH outsourcing companies share insights for industry growth

The Business Processing Outsourcing (BPO) industry continues to be a reliable source of employment for Filipinos. In fact, the Information Technology and Business Process Association of the Philippines (IBPAP) recorded a 10.6% increase in revenue last 2021 at $29.49 billion. With the pertinent role that BPOs play in the country, leading cross-border payments platform Payoneer aims to strengthen the industry further through intensified collaborations with outsourcing leaders in the Philippines.

Payoneer Regional Vice President of South East Asia Miguel Warren gives an impassioned speech during The Payoneer 2022 Forum

Payoneer recently held a forum at New Clark City to discuss industry trends, challenges, and opportunities with key stakeholders.

“I think it’s really important to bring together all the different stakeholders that are involved in cross-border international business so we can interact, engage, and learn from each other on how to take the customer experience to the next level. At Payoneer, it’s our goal to help customers grow internationally, to go global, and to be able to help them realize all the potential that tomorrow holds,” said Miguel Warren, Payoneer Regional Vice President of South East Asia.

Filipinos: The Gold Label Customer Experience

Contact Center Association of the Philippines (CCAP) Managing Director Rosario Cajucom-Bradbury noted that the Philippines accounts for 40% of the global customer experience market by headcount, owing to the ‘gold label’ quality work of Filipinos.

With Filipinos being known globally as one of the best in the outsourcing business, more opportunities await Filipinos not just in Manila but in other provinces too. Aiming to generate an additional 1.1 million direct jobs by 2028, IBPAP targets to strengthen the presence of BPOs in cities outside of Metro Manila. In terms of emerging locations for the industry, Cajucom-Bradbury noted that Iloilo, Pampanga, Angeles, Metro Clark, Bacolod, and Davao City are already being leveraged for voice-based and transactional BP services.

“Our vision is to become the world’s number one experience hub for digitally enabled and customer-centric services while driving inclusive and sustainable economic growth and social growth for the Philippines,” said Cajucom-Bradbury.

Growing BPOs in PH: CEOs share lessons and opportunities

One with the goals of IBPAP and CCAP, CEOs of different outsourcing companies exchanged stories and insights to further strengthen the BPO industry in the Philippines.

In his talk, Clark Outsourcing CEO Zack Williamson shared the importance of building a ‘COOLture’ to keep employees engaged and inspired. Creating a fun environment starting with the office design and balancing it with high belief in employees, are some of his topline tips for BPO leaders.

On the other hand, Guerilla Creative Marketing President Vanessa Janssen pointed out the importance of acquiring the right clients. She said, “Find the right clients who pay the right money for your staff. A good company, culture, leadership, and management will spot the potential.”

Meanwhile, TeleWorkPH Founder and CEO Marge Aviso reminded about the importance of partnerships especially with regards to cash flow. “Partners make or break your future. I cannot emphasize enough how paramount Payoneer has been as a partner to Telework PH because of their ability to collect cash right away.”

Payoneer is the leading cross-border payments platform that offers innovative solutions so companies can thrive in the global digital economy. The company is trusted by the world’s leading digital brands serving over 2,000 top marketplaces.

“The forum not only allowed us to understand the industry better but also inspired us to ‘take the big leap’ with IBPAP and the whole outsourcing community. For us at Payoneer, taking that leap means staying true to our goal of connecting more freelancers, online outsourcing businesses and BPOs to  global opportunities now more than ever,” said Warren.