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PERFECT TIME FOR BPO

Hypergrowth and pride, but also salary wars

and poachingYou are in the perfect place.

Youre changing the orl!.

"e are again on h#pergroth.

$ %uper pep tal& prai%ing the Philippine% %pot a% a top glo'al !e%tination of contact center%clo%e! a three(!a# international in!u%tr# conference hel! for the fir%t ti)e in Ce'u.

E*er#thing i% on a roll+ %ai! Bene!ict Fernan!e,+ pre%i!ent of the Contact Center $%%ocation ofthe Philippine%+ ho ga*e the final )e%%age to o*er -+ !elegate% at the /hangrila MactanRe%ort on Fri!a#.

$t the %a)e ti)e+ the realit# of cut(throat co)petition for talent+ ha! to 'e ac&noel!ge!+ a%%ta&ehol!er% in *ariou% foru)% earlier co)plaine! that %igning 'onu%e% an! ultra(aggre%%i*erecruit)ent )a&e it har!er to &eep e)plo#ee% or !e*elop lo#alt#.

Fernan!e, le! the a%%e)'l# in a ple!ge of co))it)ent of further groth for the Philippinein!u%tr#+ hich notche! 01 percent #ear(on(#ear re*enue groth in -0-+ hiring al)o%t 2+e)plo#ee% an! earning 3/41.5 'illion.

$t the en! of the ple!ge+ the a%%e)'l# 'ro&e out in laughter hen the CC$P pre%i!ent a%&e!the) all to repeat6 I pro)i%e not to poach.

/T$RTI78 P$Y

"ith %tarting pa# of a call center agent+ often a fre%h college gra!uate+ ranging fro) P02+ toP-++ an! a %igning 'onu% of up to P0+ thron it+ it% ea%# to %ee h# a 9o' in Bu%ine%%Proce%% Out%ourcing :BPO; i% a )agnet for #ear% ol! = the BPO%ector 'enefit% greatl# fro) the !e)ographic%.

Tell the #oung6 Thi% i% our ti)e. You are in the perfect %unri%e in!u%tr#. Thi% i% the thehappening place. "e are 'le%%e!+ %ai! Fernan!e, in hi% %peech.

The ar for talent al%o reflect% a co))on %truggle of BPO co)panie% to fin! an! &eepe)plo#ee%+ )an# of ho) ten! to hop to a ri*al fir) for higher pa#.

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In a panel !i%cu%%ion+ repre%entati*e% of )a9or call center% ere reluctant to !i%clo%e theirattrition le*el%+ !e%pite pro!!ing fro) the )o!erator Rico ?i,on of BBC "orl! 7e%.

Fernan!e,+ ho or&% ith $ccenture+ finall# ca)e acro%% ith a figure. ?e %ai! that 'a%e! onfee!'ac& fro) CC$P% o*er 1 )e)'er co)panie%+ the a*erage attitition i% 22 percent+ an! in

%o)e co)panie% a% high a% 1 percent to @ percent.

Auring the open foru)+ a foreign repre%entati*e of a %tart(up co)pan# a%&e! h# %o)e BPO%offer applicant% !ou'le the entr# le*el pa# an! offer a %ign(up 'onu%. ?e a%&e! hether thi%ill lea! to a %alar# ar.

"here i% the re%traint in the in!u%tr# he a%&e!.

RETE7TIO7

$ttracting an! &eeping e)plo#ee% re)ain% the top challenge for Philippine contact center%

'ecau%e of the )i%)atch 'eteen co)panie% effort% to re!uce co%t% an! e)plo#ee% !e%ire forhigher pa#+ an epert fro) a hu)an re%ource% con%ulting fir) %ai!.

Ba%ic )onthl# pa# a% cite! a% the nu)'er one rea%on contact center agent% lea*e theirco)panie%+ ith %o)e tran%ferring for a% little a% a P> !ifference in guarantee! )onthl# ta&e(ho)e age%+ %ai! Patric& Mar

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Better e!ucation i% nee!e!+ a% ell a% a change in i)age perception of parent% of our e)plo#ee%an! the oul!('e applicant%+ %ai! Aa*i!.

?e a% referring to the )i%conception that or&ing in a BPO a% a te)porar#+ !ea! en! 9o'an! not a career.

"ith o*er 2+ BPO e)plo#ee% in the countr#+ the in!u%tr# i% a hungr# e)plo#er foruni*er%it# gra!uate%+ a% the Philippine% !o)inate% the glo'al fiel! for *oice contact %er*ice%.

BE PRO3A

"e %houl! 'e prou! of our role in %ociet#. If e can %tart 'eing prou! of hat e areachie*ing+ then thi% ill 'e 'igger than an# progra) :in CC$P; that e !o+ %ai! Aa*i!+ hourge! )e)'er co)panie% to 'e acti*e in the organi,ation.

/en. $lan Peter Ca#etano+ the clo%ing &e#note %pea&er+ %ai! Filpino% %houl! 'e prou! of or&ing

in a call center+ 9u%t a% Filipino% are prou! of nur%e% an! )e!ical or&er% a'roa!.

"e are tal&ing a'out ha*ing 9o'% in the countr# here #ou can earn higher an! %ta# clo%e to#our fa)il#+ %ai! Ca#etano.

?e %ai! the BPO in!u%tr# i% fueling other econo)ic acti*it# %uch a% retail an! con%truction.

Mo%t of the 'uil!ing% un!er con%truction are for call center% an! hen there are call center% inthe area+ other 'u%ine%%e% li&e coffee %hop% an! fa%t foo! chain% open an! create )ore in!irect9o'%. Ca#etano %ai! that there u%e! to 'e 9u%t the OF"% or O*er%ea% Filipino "or&er% ho erecon%i!ere! catal#%t% of change 'ut no there are to = OF"% an! call center or&er%.

Youre changing the orl!. eep at it. Youre a 'le%%ing+ Ca#etano tol! the conference.

PRIAE

Thi%+ too+ i% a fre

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Filipino &nole!ge profe%%ional% are the 'e%t in the orl!. "ith a report fro) "riter% E!ge

Rea! )ore6 http6GGne%info.inGh#pergroth(an!(pri!e('ut(al%o(%alar#(ar%(an!(poachingi,,>H