Jon Kaplan – Future Prospect of the BPO Industry

Future Prospect of the BPO Industry

Jon Kaplan – Future Prospect of the BPO Industry

Jon Kaplan, President and CEO of TeleDevelopment, and co-founder of rejoins Derek for another insightful discussion about the future prospect of the BPO industry.

Jon considers himself as one of the pillars of the BPO industry with his more than 25 years of experience working with big industry players.


  • According to Jon, big companies don’t start out big. SMEs with the right vision, right talent, right management team, and support services have potential growth opportunities.
  • The US market has about 3.3 million people employed in the BPO space while the Philippines has 1.3 million in a short period of time. This number is expected to grow in the years ahead.
  • Jon’s company offer consulting services including options to market entry, HR support services including the executive search for three critical positions, country leader, HR Director, and Finance Director. They take advantage of assessment tools to hire the right people with the right skills.
  • The BPO growth is swinging towards the boutique, SME market, and specialized service offerings. These small businesses likely start with 10 seats, growing to 50, then maxing out to 100 or more seats.
  • There is a good chance of continued growth in the BPO industry for as long as there is strong positive customer experience, and the user experience is good. Outsourcing providers must not cut corners for the sake of earning quick profit to build the foundation of a lasting business relationship of a captive market.

Key Notes

  • Most big players started small and so there is that great potential for SMEs to grow big.
  • Service providers must be mindful of building a strong positive relationship by making sure that clients’ expectations are delivered, and the experience is worth the business.
  • Cutting corners to profit will kill the business, there is no shortcut to a captive market.




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