Aussie Firm Eyes BPO Hub in the Philippines

By Anna Valmero, INQUIRER.net (First Posted 02:23:00 08/19/2009)

Call Design specializes in contact center technologies and announced a deal with local outsourcing firm Transcom, currently employing some 4,000 workers in Manila and Bacolod (Negros Occidental province).

Miles Stanton, managing director of Call Design, said the company decided on the Philippines given the positive growth in the local business process outsourcing (BPO) industry.

“Compared to other Asian countries, the Philippines has the strongest teams in the business process outsourcing (BPO) space,” Stanton said. “Teams that understand the marketplace and use technology to resolve issues.”

Call Design said its services are focused on enhancing productivity of contact center agents. “In the BPO space, call center agents determine the success of companies,” Stanton stressed.

The company currently services clients in 25 countries. Stanton said the company’s goal is to encourage more companies in Australia to outsource instead to the Philippines.

He also cautioned local contact centers to learn from India, where, according to him, many Australian firms pulled out outsourcing ties due to “bad press” on the performance of call center agents.

Call Design also plans to invest people in training while expanding its operations in the country, said local country Jaime Sese.

Filed Under: Technology (general), business process outsourcing (BPO, Most Read MANILA, Philippines — Aussie firm Call Design plans to make the Philippines its central hub for delivering contact center services to clients worldwide.

Original Link - http://technology.inquirer.net/infotech/infotech/view/20090819-220974/Aussie-firm-eyes-BPO-hub-in-the-Philippines