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What Lies Ahead for the BPO Industry in the Philippines?
At present, it is unclear what will happen after the COVID-19 pandemic. No one knows when everything will be back to normal. Even the BPO industry in the Philippines faced difficulties in terms of continuous operations.
Many Filipino call center agents acquired the virus. As a result, several companies have to undergo quarantine protocols. Thus, making it impossible to operate thoroughly. One of the most significant outbreaks inside the office was when a BPO company in Pasay recorded 102 workers.
Besides that, many foreign investors pulled out their business to contact centers in the Philippines. 20,000 to 25,000 full-time positions migrated from the Philippines to the USA. Some agents are under “floating status” during the lockdown.
BPO companies also experienced difficulties transitioning to a work-from-home setup. Not all agents have a conducive workspace in their homes. The noise also proved to be problematic, especially for voiced services.
The lack of quality internet in agents’ homes is another challenge for them. The Economist Intelligence Unit ranks the Philippines as 63rd out of 100 countries in the 2020 Inclusive Internet Index.
Despite these, they tried looking for solutions to ease the problems. They provide staff houses for agents and a shuttle service to the office. Furthermore, they created more services to suit the current situation.
More Services for the Philippines Call Center
Several accounts gained the interest of Filipino BPO companies. These accounts are popular right now because of the consumer’s needs.
For example, the Healthcare Information Management sector demands more agents. There is an increase in the digitalization of the healthcare systems. Thus, it will be easier to operate it remotely.
They also take advantage of the 200,000 under and unemployed Filipino nurses. In short, the healthcare industry has a ready-made, affordable, and highly skilled workforce.
Another in-demand industry for the Philippines BPO right now is eCommerce. Consumers are now inclined to buy things online. With this in mind, they need contact center agents to assist them with their shopping.
Filipinos are also suitable for this kind of industry. A lot of them experienced being a salesperson. Dealing with shoppers online is not a problem for them.
BPO Companies in the Philippines
There are two types of BPO companies in the Philippines based on target clients. They are affected by the pandemic in different ways.
Most contact centers in the Philippines target big corporations and Fortune 500. They are the most affected business. Usually, they have 2 to 3 big accounts for them that consist of hundreds of agents. If one of these accounts pulls out, it will be a big problem in their operations.
On the other hand, BPOs partnering with SMEs survived the lockdown. It is easier to migrate agents from one account to another. This is because they have many accounts with 3 to 5 agents. This is a good investment for companies that want to have long-term contracts.
Magellan Solutions: A Business Process Outsourcing Philippines for SMEs
Magellan Solutions is one of the companies that provide services for SMEs. We offer several accounts that will suit your needs—our service ranges from inbound to outbound call centers. We also have back-office and IT support for your admin work.
Contact us today for a free 60-minute consultation. Please fill up the form today.
