Call Center Services, Outsourcing Services, Outsourcing Projects
The business process outsourcing (BPO) industry is expanding toward the non-voice side of the equation, the Business Processing Association of the Philippines (BPAP) said Friday.
The non-voice sector generated $3.6 billion in 2011– or over a third of the $11 billion revenues the BPO industry generated last year – up from $2.8 billion the previous year, the association said in a statement.
Research and consultancy firm Everest Group expects the global market for outsourced services would range from $220 billion to $280 billion this year, 90 percent of which would be non-voice work, BPAP noted.
“The demand for new outsourced services is increasing and the potential for non-voice and other emerging services is enormous,” said BPAP senior executive director Gillian Virata.
As demand for workers in the voice sector would double in the next five years, “non-voice would go faster than that,” Virata noted.
While the industry grew 24 percent in 2011, the non-voice segment alone expanded 30 percent due to “strengthening service delivery in the financial services, insurance, human resources, logistics, engineering, software, media, health care, IT, and legal industries,” BPAP said.