The business process outsourcing (BPO) sector is aiming for a 19% rise in its revenues this year on the back of an expected increase in demand for outsourcing services.

“Our target for revenues this year is $13 billion, which is an additional $2 billion from last year,” said Martin Crisostomo, executive director for external affairs of the Business Processing Association of the Philippines (BPAP).

Revenues of the BPO sector, he said, reached $10.9 billion last year.

He said the group expects higher revenues this year as demand for services both in the voice and non-voice subsectors, increase with companies seeking to become more competitive and to focus on their core operations.

“Outsourcing is a factor that makes businesses more competitive. It (outsourcing) is becoming part of the business model,” he said.

He said he expects the country’s voice subsector to grow and to drive higher revenues this year as the Philippines remains a preferred customer care provider given the proficiency of many Filipinos in English. (more…)

Post-acquisition of Portland Group, Infosys BPO is set to change gears and provide clients “transformational and business value kind of services” rather than transactional services.

The company now plans to invest in the area of sourcing and category management, and grow its business in this horizontal across Europe and North America.

Last year, Infosys BPO acquired the Australia-based provider of strategic sourcing and category management services for almost Rs 200 crore to “help accelerate profitable growth and fill any wide spaces in our service offerings,” according to Mr Gautam Thakkar, Vice-President and Head – Enterprise Services, Infosys BPO.

With this acquisition, Infosys BPO is armed to serve clients at all points on the value chain, and assist clients with strategic sourcing, category management, not just the transactional services like purchase process, requisition and help desk, Mr Thakkar said. (more…)

Infosys BPO, the business process outsourcing arm of India’s second-largest software firm, sees the BPO industry growing at a faster clip than the IT sector, with the outsourcer itself confident of crossing the 11-14% growth forecast by Nasscom for the next fiscal.

Ritesh Idnani, chief operating officer, Infosys BPO, told DNA at the Nasscom India Leadership Forum, “Though it is difficult to give a number, but we are confident our growth will be higher than what has been predicted by Nasscom.”

He said BPOs need to leverage technology to drive specialisation to exceed the projections of Nasscom, the apex body of software services providers.

Idnani said the company sees healthcare contributing significantly to its revenues in the coming years, thanks to the health reforms in the US.

“Going forward, we expect healthcare to lead revenue growth, followed by the retail sector, while BFSI is expected to be stable,” he said. (more…)

To maintain Cebu’s strong competitive advantage in the global business process outsourcing (BPO) sector, industry players will conduct a roadshow in the United Kingdom (UK), presenting the province as an investment destination.

Joel Mari Yu, managing director of the Cebu Investment and Promotions Center bared they will be partnering with the European Chamber of Commerce of the Philippines (ECCP) for the roadshow scheduled middle of this year.

“It is only logical to choose the UK in looking for potential investors because it is the only English-speaking country in the Eurozone,” Yu said.

He said BPO stakeholders in Cebu are now tapping other markets apart from the United States following a bill pending in the US Congress that seeks to discourage US-based companies from outsourcing. (more…)

Aegis Limited, a global outsourcing services provider and part of the $17 billion Essar Group, announced that it is one of 16 global outsourcing companies to be evaluated in Gartner Inc’s 2011 Magic Quadrant for Customer Management Contact Center BPO Worldwide, in a report published on December 19, 2011 by TJ Singh and Johan Jacobs.

The 2011 Gartner report evaluates service providers on their Customer Management Contact Center BPO capabilities in the Americas, EMEA and Asia-Pacific. The CM contact center BPO service providers considered for this Magic Quadrant have a blend of business, organizational, industry, multi-CM vendor/product, technical, program and project management expertise. The service providers have ability for innovation (for example, customer experience design and management) and capabilities to deliver through onshore, near-shore, offshore (global delivery) service delivery models.

“Aegis is honored to be recognized by Gartner in the Magic Quadrant for Customer Management services,” said Sandip Sen, President for Global Customer Lifecycle Management, Aegis. “At Aegis, we aim to handle the thousands of touch points (interaction with client’s end customers) with consistent delivery to ensure the optimum customer experience. Our being featured in the Magic Quadrant re-emphasizes our ability to find the perfect blend of effective customer experience and a cost-effective delivery across all channels.” (more…)

Sailing through the choppy business environment and gloomy global market conditions, revenues for Indian information technology (IT) and business process outsourcing (BPO) services companies will cross $100 billion mark this financial year.

However, the same pace of growth is unlikely to continue in FY13 with the current political and economic uncertainties acting as the dampener, according to Nasscom.

In its strategic review for 2012, Nasscom estimated the software services and BPO revenues of Indian companies are likely to cross $101 billion this year. Of this, about $69 billion will come from exports, a growth of 16.3 per cent growth over the previous financial year. The domestic IT services revenues expected to grow at 16.7 per cent in year 2012 at $32 billion.

The growth was driven by a number of factors such as new business models, services around disruptive technologies such as cloud, mobility, analytics, social media, and verticalised solutions, said Nasscom. (more…)

Asian i-Office Properties, Inc. yesterday broke ground on eBloc Tower 3, its third business process outsourcing (BPO) building at the Cebu IT Park.
This, as three technology-based companies started fitting out their offices at the newly completed eBloc Tower 2.

The third eBloc Tower, located near the second tower, is a 12-storey building with seven levels allocated for office spaces. Its construction boosts the cyberpark’s and Cebu’s capacity to host BPOs. Cebu has retained its rank as the Tholons’ ninth top BPO destination in the world.

Antonino T. Aquino, president of Asian i-Office’s parent firm Ayala Land, Inc., said the Ayala Group will continue to focus on enhancing its master-planned developments in Cebu City even as it looks for opportunities to undertake similar projects in other major cities in the Visayas and throughout the country. (more…)