This is not the document you are looking for? Use the search form below to find more!

Report home > Others

GS - Non Voice BPO Capability in the Philippines - January 2009

0.00 (0 votes)

Document Description

File Details

Added: April, 25th 2011
Reads: 115
Downloads: 0
File size: 323.49kb
Pages: 10
Tags: offshoring, business, philippines, offshore, research, sourcing, functions, bpo, process, destination, report, institute, everest, global, market
content preview

Submitter

Name: atsushi

We are unable to create an online viewer for this document. Please download the document instead.

GS - Non Voice BPO Capability in the Philippines - January 2009 screenshot

DOWNLOAD

Add New Comment

Great Boutique Hotel in the Philippines Magic Tricks You Are Not Making Use Of

by: mosque4insect, 2 pages

So, whenever you essential to unfilmed inside the lap of sumptuosity or in the relatively cheaper bu...

Asian Speciality Drinks in the Philippines

by: charlesmartin17, 2 pages

The performance of Asian specialty drinks was adversely affected by the sluggish economic performance of 2011. Geared towards lower-income consumers, the category has suffered from softer consumer ...

Mind-Boggling Boutique Hotel in the Philippines Tricks You Just Aren't Using

by: tiger85flesh, 2 pages

Because most habitation hotels are or were expensiveness hotels, you obtain major conveniences and s...

Ethical issues arising from the interactions of selected meat companies in the Philippines that use intensive production

by: shinta, 9 pages

This section examines in detail the Philippine case study described in section 3 above. Meat as food is inexorably linked with culture, health and environment. Agriculture falls in between different ...

Rollout of Non-Residential Smart Meters in the UK

by: carolnelson, 4 pages

Check for Discount on Rollout of Non-Residential Smart Meters in the UK report by Datamonitor.

e-Government in the Philippines: Benchmarking Against Global Best Practices

by: monkey, 60 pages

Many Filipinos do not look forward to dealing with government. Many are frustrated with the bureaucracy and its myriad agencies handling different functions. A recent survey of business ...

Nursing education in the philippines

by: katherine, 7 pages

NURSING EDUCATION IN THE PHILIPPINES: NSG CURRICULUM NOW 5 YEARS<br />Nursing Education Update: Nursing Education the Philippines will never be the same again. Nursing, as a course ...

Consumer Lifestyles in the Philippines

by: carolnelson, 6 pages

Check for Discount on Consumer Lifestyles in the Philippines report by Euromonitor International.

Development of Agricultural Engineering in the Philippines

by: rita, 37 pages

The Philippine Agricultural Industry •Philippine agriculture plays a vital role in the economy •About 25% of gross domestic product •Seventy percent of population is in the rural ...

Efficiency and Expense Preference in the Philippines' Cooperative Rural Banks

by: shinta, 24 pages

This paper attempted to test whether efficient cooperative rural banks (CRBs) have a better control of their agency costs. We used two different concepts of efficiency, namely, cost ...

Content Preview

Background and scope of the research On the back of successful offshore delivery of voice-based customer service support, the Philippines established itself as the second-largest offshore destination (after India) in the rapidly growing Business Process Offshoring (BPO) market. As the BPO market evolves, we expect 90% of future BPO opportunity to derive from non-voice BPO functions. Given this significant market potential, non-voice BPO represents an attractive opportunity segment, and will be key to the future growth of the Philippines’ BPO market. While there is a well- understood value proposition for voice-based BPO services from the Philippines, there is currently limited awareness of the capability and potential for non-voice BPO. However, even today, BPO delivery from the Philippines is no longer limited to voice-based services, and a number of companies are already leveraging the Philippines for delivery of a wide array of non-voice BPO functions. This research examines the Philippines’ BPO market with a specific focus on current capabilities and future potential for non-voice BPO services. We focus on: The evolving BPO opportunity The Philippines non-voice BPO market activity and maturity Operating model implications and role of the Philippines for non-voice BPO delivery Key implications for stakeholders 2 Copyright © 2009, Everest Global, Inc. ERI-2009-2-PD-0314
Table of contents (page 1 of 2) Topic Page no. Section I: Introduction and key messages 4 Background and objective 5 Key messages 6 Section II: The evolving BPO opportunity 8 Summary 9 Global sourcing market growth 10 Key BPO destinations 11 BPO market potential 12 Non-voice BPO opportunity 13 Section III: The Philippines’ non-voice BPO market overview 15 Summary 16 Philippines offshore market growth 17 Provider landscape for non-voice services 22 Non-voice BPO market maturity 23 Case examples 25 Finance & accounting 26 Industry-specific BPO 28 Knowledge services 29 Beyond arbitrage 30 3 Copyright © 2009, Everest Global, Inc. ERI-2009-2-PD-0314
Table of contents (page 2 of 2) Topic Page no. Section IV: Operating model implications 32 Summary 33 Role of the Philippines for non-voice BPO 34 Challenges to growth 38 Section V: Implications for key stakeholders 45 Implications for buyers 46 Implications for providers 47 Implications for industry 48 Section VI: Appendix 49 Acknowledgements 50 Glossary of terms 51 References 56 4 Copyright © 2009, Everest Global, Inc. ERI-2009-2-PD-0314
Overview and abbreviated summary of key messages (page 1 of 2) This research report provides an overview of Philippines offshore market with a specific focus on the non-voice BPO market. It examines the growth of the Philippines’ non-voice BPO market and includes an assessment of current activity and maturity for a wide array of non-voice BPO functions. This report also provides tactical operating implications for companies seeking to deliver non-voice BPO from the Philippines, highlights challenges to growth, and includes perspectives on the role that the Philippines can play in the global services supply chain for non-voice BPO. In addition to providing key implications from the research for buyers, providers (suppliers and captives) and the industry, this report includes case examples of 10 companies leveraging the Philippines for non-voice BPO delivery. Some of the findings in this report, among others, are: BPO has a significant growth potential with an addressable market The evolving BPO opportunity of US$220-280 billion opportunity While voice-based services constitute a bulk of the BPO market currently, non-voice and back-office processes contribute 90% to the future market opportunity Success in voice-based BPO services has made the Philippines the The Philippines’ second largest low-cost BPO destination after India non-voice BPO Most current activity and scale in non-voice BPO is concentrated on market overview transactional services (e.g., Finance & Accounting, medical transcription) Judgment-intensive services (e.g., research, analytics, and legal services) are also witnessing activity although scale and maturity is low 5 Copyright © 2009, Everest Global, Inc. ERI-2009-2-PD-0314
Overview and abbreviated summary of key messages (page 2 of 2) The Philippines can play an important role in the global services supply Operating model chain for non-voice BPO implications Meaningfully large-scale delivery centers for transactional non-voice services are possible Complex non-voice services (e.g., analytics, legal services) can be delivered from the Philippines although the center size is likely to be small Given the nascent stage of the market and the prevailing talent issues, the Philippines is unlikely to replace India as the nerve-center for non- voice BPO, but has the potential to emerge as an important satellite delivery location 6 Copyright © 2009, Everest Global, Inc. ERI-2009-2-PD-0314
This study offers three distinct chapters providing insights into key aspects of the Philippines’ non-voice BPO captivity; below are four charts to illustrate the depth of the report ILLUSTRATIVE Evolving BPO opportunity Split of Philippines offshore services exports 2006-2008; US$ billion BPO market opportunity by Addressable non-voice type of process opportunity XX Revenue growth (CAGR): XX% US$ billion 2012, US$ billion Employee growth (CAGR): XX% Others 100% = XXX 100% = US$ XXX billion XX IT Back office XX Horizontal Non- (F&A, HR, XX% voice XX% KPO, Voice-based Procurement) XX% services ~ XX Vertical- Voice XX% specific FY2012 (addressable ~XX 2006 2007 2008 market) Market maturity of non-voice BPO functions in the Talent implications for non-voice BPO delivery Philippines INSURANCE EXAMPLE – ILLUSTRATIVE Primary skill-set requirement Pioneers Emerging rapid growth Reaching maturity Typical skill-set/qualification break-up Percentage of total FTEs in the process Graduates with Certified Any graduate specialised skills professionals Total Claims litigation Market value creation ~XX-XX% ~XX-XX% ~XX-XX% XX% Actuarial Increasing complexity of work Analytical Certified analysis skills/industry actuaries Function F experience Actuarial data processing Overall Philippines Fraud detection BPO market ~XX-XX% ~XX-XX% ~XX-XX% XX% Compliance management B. Pharm, Function E Claims renew & investigation Doctors Plan design Function D Policy creation ~XX-XX% ~XX-XX% ~XX-XX% XX% Function C Premium collection & accounting Function A Function B Even these Policy issuance require basic industry knowledge Employee data processing Maturity Source: Everest Research Institute (2009) 7 Copyright © 2009, Everest Global, Inc. ERI-2009-2-PD-0314
Appendix: Additional research references The following documents are recommended as complementary content that may be of interest to the reader of this report 1. Ready to Compete: South Africa’s BPO capabilities in the Financial Services Sector; 2008. This report presents a deep, fact-based view of South Africa’s current BPO capabilities and potential for growth in the Financial Services sector. In doing so, the report highlights South Africa’s key differentiators with respect to other offshore destinations and the key risks and tradeoffs that investors need to consider 2. Global Sourcing Trends in Financial Services (ERI-2008-2-R-0267); 2008. A report focused on key global sourcing trends for the largest industry segment – financial services. This research contains detailed perspectives on Business Process Offshoring by three key financial services segments – Banking, Capital Markets and Insurance, including detailed analysis and perspectives on process maturity and future opportunities 3. Market Vista: Q4 2008 (ERI-2009-8-R-0319); 2009. (Forthcoming). This report provides data and analysis highlighting key trends and developments for the fourth quarter of 2008 in the global offshoring and outsourcing market. This special report will also review key global sourcing developments in 2008. The report covers the changing dynamics in outsourcing, offshoring, and captives, emerging risks and key data across global locations and key developments across the top 20 global suppliers For more information on this and other research published by the Everest Research Institute, please contact us: Nikhil Rajpal, Principal – Global Services: nrajpal@everestgrp.com Jimit Arora, Research Director: jarora@everestgrp.com Arshmeet Ahluwalia, Research Analyst: aahluwalia@everestgrp.com Everest Research Institute Two Galleria Tower 13455 Noel Road, Suite 2100 Phone: +1-214-451-3110 Dallas, TX 75240 E-mail: info@everestresearchinstitute.com 9 Copyright © 2009, Everest Global, Inc. ERI-2009-2-PD-0314
Get the answers today that lead to tomorrow’s success Everest Research Institute has the resources, experience, and capabilities to provide companies with the strategic intelligence, analysis, and insight that are crucial to making the right decisions in today’s outsourcing marketplace. With the vision of our leadership team, the personal commitment, and indeed, the passion of our professionals to deliver real value to our clients, our organization is unsurpassed in its ability to guide your company’s future success. Everest Research Institute Everest India Two Galleria Tower Ground Floor, Tower A 13455 Noel Road, Suite 2100 Unitech Business Park Dallas, TX 75240 South City - I, Gurgaon U.S.A. National Capital Region +1-214-451-3110 India 122001 www.everestresearchinstitute.com +91-124-304-1000 info@everestresearchinstitute.com Everest Australasia Everest Group Level 6, 90 Mount Street 150 E., 52nd Street, 16th Floor North Sydney, New York, NY 10022 NSW 2060 U.S.A. Australia +1-646-805-4000 +61-3-9833-1018 Everest Netherlands & Continental Europe Everest UK Everest Canada Everest Australia 1st Floor, Accurist House Atrium Building 3rd Floor The Exchange Tower 409a Wattletree Road 44 Baker Street Strawinskylaan 3051 130 King Street West, East Malvern London, W1U 7AL 1007 ZX Amsterdam Suite 1800 Melbourne, VIC 3145 United Kingdom Netherlands Toronto, ON Australia +44-870-770-0270 +31-20-301-2138 Canada M5X 1E3 +61-3-9509-3933 +1-416-865-2033 10 Copyright © 2009, Everest Global, Inc. ERI-2009-2-PD-0314