Information Technology and Business Process Association of the Philippines (IBPAP) president Jose Mari Mercado said that the knowledge process outsourcing (KPO) sector now constitutes 40% of the country’s business process outsourcing (BPO) industry, up from its share of 35% last year. Voice or contact center services now comprise 60% of the BPO market. The Philippines’ is the global leader in voice services, and can leverage on this to increase revenues in both voice and KPO.
IBPAP wants to dismantle the misconception that KPO is higher value than voice services. However, the KPO industry requires higher levels of skills, such as requiring IT professionals to have certifications from specific technology companies. The Philippines will take advantage of opportunities and strive to supply the demand, be these in voice or nonvoice.
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