The Outsourcing Week in Review: Wednesday, April 3, 2019

Welcome to Inside Outsourcing: The Outsourcing Week in Review

THE WEEK IN REVIEW

Results of a recent survey by the Contact Center Association of the Philippines (CCAP) reveal that mid- and high-skilled jobs in the contact center sector now account for 85% of the total positions. The data suggests that the industry is quickly adapting to provide higher skilled employment, while automation and artificiaI intelligence (AI) are gradually introduced to take over the more humdrum tasks. Still, the adoption of AI is being unnecessarily slowed down by a resistance in corporate culture, according to another survey by Microsoft and analyst firm IDC.

The lack of skilled operatives in AI is also a barrier. Hence, news that Chinese technology giant Huawei has signed a three-year deal with Bulacan State University to further improve the university’s information and communications technology and engineering offerings, will be welcome. Another corporate initiative was announced by job training provider BagoSphere that it is offering up to 300 scholarship opportunities to Ilonggos (people from the Hiligaynon region) who want to have call center training.

In its battle to improve the country’s Wi-Fi connectivity, The Department of Information and Communications Technology said it has partnered with the United Nations Development Program (UNDP) for the rollout of free Wi-Fi internet services in the country. Under the agreement, the UNDP will conduct an area-based network analysis of target sites for Wi-Fi hotspots, oversee monitoring of the impact of the project, and continue to provide technical training to achieve the expected outputs. The news comes at a time when the country’s telecommunications giant, Globe Telecom said that enterprises in the Philippines need to prepare better for a mobile workforce if they intend to remain competitive.

Industry giant Teleperformance received some positive recognition this week. Former president and now house speaker Gloria Macapagal-Arroyo praised the management and staff of the company for its success since she first inaugurated the company’s Bacolod office in 2006. The firm also picked up three awards at the Asia Outsourcing Leadership Awards for Best Content Curation and Moderation Services; Best Digital and Chat Services Capability, and Outsourcing Innovation of the Year.

Accenture Philippines’ managing director for legal compliance and regulatory affairs, Millicent Desiderio-Dime, also received the first Gold Datos Privados award during the 1*DATA Privacy and Security Solutions Day organized by the National Data Protection Officers of the Philippines (NADPOP).

Internationally, Infosys continues to target new sectors. It said that it will invest USD10m in AI-focused VC firm, The House Fund II. It also announced it will acquire a 75% stake in ABN AMRO Bank’s wholly owned subsidiary, Stater, for USD143 million.

In the regions, BPO expansion continues. The National Economic Development Authority (NEDA) said Cebu’s BPO sector now employs at least 160,000, and that the sector is expected to continue to grow this year and generate additional jobs. In Davao, the new 20-story New City Commercial Corporation (NCCC) Towers building when completed will offer additional office space for the BPO sector is completed.

And across the country, many BPO workers will now be able to apply to become military reservists. The Armed Forces of the Philippines and PEZA officials signed MoUs with PEZA-located businesses – mostly BPO companies – to encourage their workers to get a military rank. Workers who want to be reservists can get scholarships, while the companies they work for can get tax deductions for the uniforms and other equipment used during the training, according to PEZA Director General Charito Plaza.

Wednesday, April 3, 2019

NEWS THIS WEEK

1 April 2019

• Cebu’s BPO workers now number 160,000 – read article…
• Infosys acquires ABN AMRO Bank’s subsidiary – read article…
• BPO workers can now apply as military reservists – read article…

29 March 2019

• Accenture exec wins 1st Gold Datos Privados award – read article…
• Davao’s NCCC Towers to house BPO offices – read article…
• DICT teams up with UN for free Wi-fi rollout – read article…

28 March 2019

• Local call center firms quickly shift to high-skilled jobs – read article…
• Teleperformance recognized at Asia Outsourcing Leadership Awards – read article…
• Infosys to invest USD10m in AI-focused VC firm, The House Fund II – read article…

27 March 2019

• Firm offers call center training scholarship program – read article…
• Huawei inks ICT pact with Bulacan State U – read article…
• Former President Arroyo praises Teleperformance – read article…

26 March 2019

• PH still lacks AI adoption despite awareness of benefits – read article…
• Firms urged to prepare for mobile workforce – read article…

Read more Inside Outsourcing Newsletters here:

1. The Outsourcing Week in Review: March 27, 2019
2. The Outsourcing Week in Review: April 10, 2019