Call Center Philippines

Citibank to Expand KPO Operations in RP

• A Citibank executive reports that the company will increase its KPO business in the country by 30%, which is about 300 new hires, majority of whom will be working in the financial industry.

Aiming Higher (Part 1): The BPO Management Crisis

Aiming Higher (Part 2): Experience vs. Leadership

• Former call center agent turned Operations Manager for a California-based BPO company, Dr. France Jagolino, discusses what an agent can do if he wants to “aim higher” in the industry, and how the shortage in qualified BPO managers can be solved.

CICT Moves to Ensure Competitiveness of RP’s Offshoring and Outsourcing Industry

• CICT asks Congress to pass into law the Philippine Anti-Cybercrime bill and the measure seeking the creation of a Department of ICT to ensure the competitiveness and growth of the country’s ICT industry.

Analyze This: BPO Vendor Consolidation Forecast at Gartner

• IT research and advisory company Gartner, Inc. releases a report predicting that 25% of today’s BPO companies will “disappear” in the next two years. Gartner’s Research VP talks about the repercussions to vendors, clients, and services provided by BPO companies in general.

A different look at World Bank’s report on BPO

• Philippine Senator Manuel Villar gives his piece of mind regarding the recent World Bank analysis on the Philippines’ BPO sector boom.

KPO Offers Growth Opportunities

• Independent market analysis firm Datamonitor releases a new and pioneering report showing that the maturing KPO market represents significant growth opportunity for vendors.