grOUP

grOUPIndustry Trends: THE OUTSOURCING INDUSTRY123Outsourcing, BPO & the Call Center IndustryGroup #1 OUTSOURCING?Generally, outsourcing is using external resources or getting help from the outside of the organization.

Define:What is outsourcing?Large global companies(ex. Apple, Nike & Hp)Locations where labor is very cheap but skill of human capital is relevantly acceptable(ex. China, India, Philippines)OutsourcingCompaniesSalesServiceSupport

Reasons forOUTSOURCING:

Demand for business process outsourcing increased and spurred employment and investment in the industry as the big companies in the US, Europe, Asia and Asia-Pacific continued to look at outsourcing as a means to reduce costs as well as sustain their business operations.

India and the Philippines have capitalized well on their first-mover advantage in the global outsourcing space, with both countries representing a combined 60 percent share of the total global offshore market by end of 2010.

According to IBMs Global Locations Trend 2010, the Philippines already surpassed India as the world leader inbusiness process outsourcing. The country outpaced India in the voice-based support services, drawing support from its well-educated workforce with good command of the English language.

Business process outsourcing?What is BPO?Global BPO Industry TrendsBusiness process outsourcing is defined as the delegation of service-type business processes to a third-party service provider. It covers services related to information technology, business administration, sales, marketing, and customer care ( DTI, 2003 ).

Business process outsourcingBusiness process outsourcing or BPO is a growing industry in the Philippines. The BPO industry in the Philippines has grown 46% annually since 2006. In 2012, ITO-BPO in the Philippines generated more than $13 billion in revenues, an increase of $2 billion from the $11 billion in 2011. Additional 600,000 jobs are needed by the BPO industry until Year 2016. This boom is led by demand for lower labor costs, a highly skilled and educated work force, and high proficiency in speaking English.

BPO services in the country are generally classified into seven subsectors:

. . . in the Philippines:. . . a customer-interactive office set-up consisting of computers hooked up to the internet and manned by accent neutralized or product trained operators who respond to inquiries or complaints from callers or customers calling from countries where the particular product or service is being marketed, produced, or sold (San Jose, 2007).CALL CENTER INDUSTRYWhat is a Call Center?The call center sector comprises 80% of the total BPO industry in the country. With 80% of the call services provided for the US market. Call centers activities (voice) with PHP73.9 billion contributed three-fourths share to the total value added for BPO activities. in the Philippines:A BPO- Call Center Company

Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations. It is a global leader in providing customer care, human resources and billing services. The said company combines specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services and software support. Convergys serves the world's leading companies in many industries including: Communications, Financial services, Technology, Consumer product.

In the Philippines, from a single contact center in Manila which opened in 2003, Convergys now have 34 contact center facilities in key cities nationwide. With over 55,000 employees, Convergys is the largest private employer in the country and is one of the top BPO- Call Center Company earner.

COMPANY OVERVIEW ANDREA J. AYERSConvergys CorporationPresident & CEOIVIC MUECOConvergys Philippines Service CorporationPresident/ Country ManagerCustomermanagementInformationmanagementOutsourcingConsultingProfessionalServicesINDUSTRYCOMPANYLEADERSHIPAcquisition of StreamCONVERGYS STRATEGIES As a global leaderExpanding further in Cebu in the Year 2007Doubling efforts during the economic crisis and Typhoon Ondoy The Glorietta 5 Standing out and getting noticed with different prestigious company and management awardsThe existence of both team and individual rewards and recognition programs, giving career opportunities for both professional and personal development and having Classroom training (during normal business hours), computer-based training modules, mentor programs, networking events, on-the-job training and workshops and having competitive array of benefits to its employeesMaking a bold statement in 2012 about the You CountParticipating in community and social projects like creating Convergys CAN: Community Action Network and signing the Integrity initiative pledge As Convergys Philippines

End ofGroup 1s Presentation