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Marife
Zamora,
Convergys
Interview highlights:
The BPO
Employer of
the Year
Innovative
firms
are
identifying new opportunities as a
result of the crisis, enabling them
to grow their business.
Gillian Virata, BPAP Director
for Information & Research
A Philippine business district where the BPO business is booming. Photo from www.bigstockphoto.com.
AdEPT Program to
Further Develop BPO
Workforces English
Proficiency Skills
Increased hiring and
professional development
are among the benefits of the
academe-industry synergy
By Marla Silayan-Gonzalez
Photos by Bong Mercado
In a historic move, representatives
from the BPO industry, the academe,
and the Philippine government signed
the first set of Memoranda of Agreement
effectively launching the Advanced
English Pre-Employment Training
(AdEPT) Program to further develop the
BPO workforces English proficiency
skills. The launch was held on May 5 at
the Makati Sports Club.
This joint effort of the Business
Processing Association of the Philippines
(BPAP) and the Coordinating Council
of Private Educational Associations
(COCOPEA) intends to equip
college students in particular with the
communication skills needed to gain
employment across various industries,
but especially for the IT-BPO sector.
Turn to page 4
BPA/P Stories
Breakthroughs
BOARD OF TRUSTEES
ERIC ALBERTO
FRED AYALA
KAREN BATUNGBACAL
beng coronel
grace dimaranan
miguel garcia
GIL GENIO
benedict hernandez
BETH LUI
BARRY MARSHALL
DAN REYES
myla rose reyes
From L to R: Sean Georget, Executive Director, Canadian Chamber of Commerce in the Philippines (Can-Cham); Gil Genio, Head, Globe Business; Romit Gupta, Country Head, Wipro BPO Philippines
Ltd. Inc.; Nora Terrado, Country Manager, Headstrong Phils, Inc.; Rahul Singh, VP, Genpact Services LLC; Henry Schumacher, EVP, European Chamber of Commerce in the Philippines; Celeste Ilagan,
Executive Director, Board of Investment; Peter Maquera, CEO, SPi Technologies Inc.; Marife Zamora, Country Manager, Convergys Phils.; Maulik Parekh, EVP and General Manager, TeleTech Customer Care
Management Inc.; Nerisse Ramos, FVP and Head of Corporate Business Group, PLDT; Oscar Saez, CEO, Business Processing Association of the Philippines; and Richard Mills, President, Can-Cham.
Accenture, Inc.
APAC Customer Services, Inc.
Convergys Philippines
Sutherland Global Services
TeleTech Customer Care Management Inc.
TELUS International Philippines Inc.
Affinity Express
Headstrong Philippines Inc.
Netsuite Philippines Inc.
NorthgateArinso
Pointwest Technologies Corporation
Fred Ayala
Chairman
Dan Reyes
Bright horizon
OFFICERS
Vice Chairman
Oscar Saez
Bob Guinto
Corporate Secretary
Karen Batungbacal
Treasurer
Barry Marshall
Assistant Treasurer
Martin Crisostomo
Jonathan De Luzuriaga
Jamea Garcia
Gigi Virata
editorial
advisory board
JONATHAN DE LUZURIAGA
Oscar Saez
gigi virata
businessinfo inc.
ARMIE DUARTE
President
heinz bulos
Publisher
cora llamas
Editor in Chief
william dizon
Art Director
DONNA LARAGA
Executive Assistant
joyce gamboa
MARLA SILAYAN-GONZALEZ
michael alan hamlin
MALOU ROSAL
Contributing Writers
BONG MERCADO
Photographer
advertising contacts
nette roselo
Administrator
business processing
association of the philippines
PEACHIE G. CORTEZ
Operations Director
businessinfo Inc.
www.bpap.org
Breakthroughs
BPA/P Stories
Measuring impact
www.bpap.org
According to many of the firms surveyed, the crisis impact was either moderator or minor.
Industry response
BPA/P Stories
AdEPT Program to Further Develop BPO Workforces ...
Breakthroughs
From l-r: Benedict Hernandez, eTelecare Global Solutions Senior Vice President and BPAP trustee in charge of the AdEPT program;
LiveIT Solutions CEO and BPAP chairman Fred Ayala; Senator Mar Roxas, Chairman of the Senate Education Committee;
and Dr. Vincent Fabella, Head of Linkages in COCOPEA and concurrently President of the Jose Rizal University.
From l-r: Dr. Vincent Fabella, COCOPEA; Jamea Garcia, BPAP Executive Director for Talent Development; Sen. Mar Roxas;
and Grace Abella-Zeta, President of the People Management Association of the Philippines.
An English-only environment
SECTION TITLE
Top 10 Next Wave City: Iloilo
Chart 2. Accessibility
RANK
77%
72%
68%
Infrastructure
89%
Cost
87%
91%
1, 2
67%
92%
BERM
By Air
By Sea
Iloilo International Airport (opened in
2007)
Sea Port: Iloilo Port
Travel Time:
Travel Time:
(from Manila) 5569 minutes; 11 daily
flights
(from Manila) 20 hours; 12x weekly
(from Cebu) 35 minutes; 2 daily flights
(from Cebu) 12 hours; 1x daily
Carriers: Philippine Airlines, Cebu Pacific,
Air Philippines
Cruise Lines: WG&A Super Ferry, Negros
Navigation, Sulpicio Lines, Trans Asia
Top Hotels
Iloilo Centennial Resort Hotel, Days Hotel,
Sarabia Manor Hotel, Amigo Hotel, Hotel
Del Rio, Punta Villa Hotel
RANK
3
81%
Overall Score
Talent
68%
Iloilo
NWC Mean
NWC = Next Wave City
The City of Iloilo ranked third in the Next Wave Cities (NWCs) scorecard with an overall score of 81%
(Chart 1). This high ranking can be attributed to the
citys top score for Cost (87%) among the top-ten locations in the scorecard (Chart 1; tied with Cagayan de
Oro City). Iloilo city also has the second-best business
environment and the fourth-highest score for Availability of Talent in the entire scorecard of over 30 locations. Therefore, outside of Luzon and Metro Cebu,
Iloilo City is one of the best locations for BPO and ITO
companies in the country.
5,170.00
451.00
NWC Mean
6,556.00
404.00
NWC High
6,798.00
451.00
NWC Low
5,170.00
310.00
4.09
5.40
5.67
3.38
January 2009
NextWaveCities Journal
NextWaveCities Journal
Location
Developer
Available Space
(sq m)
Fully occupied
Lease Rate
(Php/sq m)
300
4,800
400
Fully occupied
N/A
January 2009
There are obvious limitations in providing information through a scorecard, and it was
hoped that this report would address some of those limitations by allowing more in-depth
reporting and analyses. But there are also limitations inherent in producing publications
such as these on activities and situations that are constantly changing and, in this industry,
also fast-changing.
However, there are many aspects about the 10 locations that topped the first run of
the scorecard (done in October 2008) that should remain true even in such a dynamic
environment. For example, these locations will probably always be among the areas that
produce the most graduates in the Philippines; they will also most likely always be among
those with access to the best infrastructure. Therefore, even as the top-10 list will likely
have some striking changes after the next run of the scorecard (this year), Next Wave
Cities 2009 should remain a useful reference for companies looking for alternative ITBPO locations and for local stakeholders in all Philippine towns and cities looking for
ways to move up the scorecard.
www.bpap.org
BPA/P Updates
Breakthroughs
The Insider
By Jonathan De Luzuriaga
A United Front
BPA/P Updates
Breakthroughs
Research 2009:
The Road, So Far
By Gigi Virata
Warm
response
budget cuts
despite
Among others
BPA/P Updates
Breakthroughs
BPAP-O2P and TeamAsia Forum on IndustryAcademe Skills Gap Provokes Heated Discussion
T
Ateneo President Fr. Bienvenido Nebres, S. J., presents an overview of The Philippine Main Education Highway
TeamAsia managing director Michael Hamlin (back to camera) moderates the lively discussion with panelists (from L-R): Dr. Ester
Garcia of the University of the East (partly hidden), Dr, Vincent Fabella of Jose Rizal University, Alejandro Melchor III of IBM
Philippines, Barry Marshall of J. P. Morgan Chase, Rina Clamor of Accenture, and Noel Duldulao of Sitel.
Courses, Career
Caravans and
Convergence
For the first semester of the year, your BPAP talent development
team has been hard at work ensuring that our talent initiatives are
on track to meet our 2010 targets.
By Jamea Garcia
Developing leaders
Industry Report
Breakthroughs
Left: The participants of the essay writing competition spent hours developing their essays on a topic about a yet unfamiliar
industry. Right: The transcription skills challengers went through a series of elimination rounds until the final top 10 were
named. During the BPO Summit at Crowne Plaza, only three emerged as winners.
The Philippine delegation led by CICT commissioner Monchito Ibrahim, PSIA president Ma. Cristina (Beng) Coronel, Japan market
head Tae Abe-Abion (not in picture), PTIC-Tokyo representative Toshio Yambe and PSIA executive director Jo-Anne Loquellano pose
in front of the Philippine pavilion at SODEC.
Arup Maity of PSIA International Marketing Committee BlastAsia, Inc (1st from right); and BPAP external relations executive director Martin
Crisostomo (2nd from left) are among the members of the Philippine delegation interviewed by the press at CEBIT Australia 2009.
Philippine Call Center Industry Expects Healthy Growth Amidst Economic Slowdown
Industry Event to Tackle Strategies to Generate Revenue Growth and Cost Savings
MAKATIMAY 28, 2009The
contact center industry in the
Philippines will continue to
grow in 2009, despite the global
A CEO forum engages the CCAP stalwarts in CCAPs 2008 Conference and Expo (from l-to r): Dave Rizzo, Regional VP for Operations,
Teleperformance; John Langford, EVP, ICT Group; Vic Endaya, President and CEO, Advanced Contact Solutions; Dan Reyes, Country
Manager, Genpact Services LLC.; Benedict Hernandez, SVP - Philippine Operations, eTelecare Global Solutions; Maulikh Parekh, former
SVP and Gen. Manager of TeleTech; Annie Reyes-Pineda, COO, Pacific Hub; and Raffy David, Director of Marketing & QA, Pilipinas Teleserv.
Breakthroughs
SPECIAL REPORT
9
Quezon City Creating Jobs, Promoting Investment to Address Crisis
Investors
business
forum focuses on local
opportunities
Fast-developing
Quezon
City
announced on May 11 that 5,000 jobs are
now available in a range of industries there.
The announcement followed the release of
a Social Weather Station (SWS) survey
indicating that 34.2% or 14 million adult
Filipinos were not working and looking for
jobs in the first three months of 2009, up
from 27.9% and 11 million in the previous
quarter.
Many of the jobs being created in
Quezon City are in the business process
outsourcing (BPO) industry and support
sectors. According to Jones Lang La Salle
Leechiu country head David Leechiu, 44
BPOs presently have operations in the city,
making it the third-largest BPO center in
the country by number of facilities. Quezon
Citys combined BPOs provide services for
clients primarily in North America from
18,000 seats.
But the number of BPO jobs available
is expected to increase further as a result of
an aggressive campaign to BPO investors
undertaken by the city government. In
a survey by the Business Processing
Association of the Philippines (BPAP)
and Outsource2Philippines early this year,
68% of respondents said they expect to
increase their workforces this year by at
6 % or more; meanwhile, 49% said their
workforces will expand between 11% to
more than 200% in 2009.
Quezon Citys effort to recruit BPO
investors was apparent in a recent business
forum organized by the mayors office
with the assistance of strategic marketing
communications firm TeamAsia.
The
briefing for senior BPO executives focused
on Quezon Citys efforts to become what
www.bpap.org
Industry Report
Quezon City Mayor Feliciano (Sonny) Belmonte, Jr. with Quezon City officials and industry experts at the Quezon City ICT business
forum. (Top L-R) Michael Alan Hamlin, Managing Director, TeamAsia; Jonathan de Luzuriaga, Industry Affairs Director, Business
Processing Association of the Philippines (BPA/P); James Velasquez, Country General Manager and President, IBM Philippines,
Inc.; Honorable Mayor Feliciano (Sonny) Belmonte, Jr., City Mayor, Quezon City; Commissioner Mochito Ibrahim, Commission on
Information and Communications Technology (CICT); Jose Rainier A. Reyes, Head of Offshoring and Outsourcing Industry, Globe
Telecom; Manny Sabalza, Assistant City Administrator, Quezon City and Head of the ICT/BPO Task Force. (Bottom L-R) Michael
Henderson, Managing Director for Asia and the Pacific Rim, Sykes; Police Senior Sup. Elmo DG San Diego Sr., Police District Director,
Quezon City; John Castelo, VP-Business Development, Araneta Center Inc.; Tunde Fafunwa, Chief Consultant and CEO, BayanTel;
Jose E.D. Lloren Jr., Director for Asset Management, Convergys; David Leechiu, Country Head, Jones Lang LaSalle Leechiu
12
Insights
Breakthroughs
The opinions expressed and the information provided here come from the individual contributors of the respective companies, and must not be taken as official statements from BPAP.
Key Issues
India
Philippines
www.bpap.org
Breakthroughs
Insights
www.bpap.org
13
14
Executive Profile
Breakthroughs
Three-point agenda
Breakthroughs
Corporate Profile
15
BY Malou Rosal.
Photos by Bong Mercado
www.bpap.org
Convergys Phils. country manager Marife Zamora believes in recruiting only the best no fence sitters, no average, no moderates.
16
Breakthroughs
BPAP external affairs dir. Martin Crisostomo, Con. Gen. Marijo Aragon, BPAP CEO Oscar Sanez, Pointwest president Beng Coronel,
CICT Sec. Ray Chua, Farmout president Grace Marti, and John Clements CEO Carol Dominguez
Kaisa Consulting managing director Teh Opinion, Ms. Dominguez of John Clements.,
Gartner analyst Cathy Tornbohm and BPAP director Crisostomo
Sencor president George Martel (center) with colleagues (from l-r) Berwin Yap and Jay Manahan
The Induction of new members. From l-r: Oscar Saez, BPAP CEO; Carlo Rufino, Managing Director, RHL Properties & Devt. Corp.; Larry Barlow, Chairman, NRG Global Solutions Pty Ltd.; Michelle Bubke, CEO, NRG Global Solutions Pty Ltd.; Ramnish Awasthi, Site
Director, Intelenet Global (Philippines) Inc.; Jose Rafael Lopez-Vito, Associate, Bo Le Associates Philippines, Inc.; Manuel Anselmo, Senior Associate, Bo Le; Jose Balderama, Managing Director, Asia Select Inc.; and BPAP industry affairs director Jonathan de Luzuriaga.
Standing, from l-r: Martin De Leon, Director for Bus. Dev., Alphaland Corp; Gener Peciller, Enercon Manager, Shang Properties,
Inc.; Phillip Aonuevo, Associate Director for Markets, Jones Lang Lasalle Leechiu. Seated, from l-r: Lirio Ongpin-Mapa, Vice
President; Anna Marco, Asst. Manager for Markets, Jones Lang Lasalle Leechiu; BPAP CEO Oscar Sanez; BOI executive director
Celeste Ilagan, and DTSI managing director Miguel Garcia.
The BPAP team stands behind Gem Valmores, Director Business Development, Makati Shangri La Manila and
Francis Fuellas, Group Property Manager, Shang Properties, Inc.
From l-r: Bambi Santos, Teledevelopment; Carlo Francisco, BPO International; Carlo Rufino, RHL Properties & Dev. Corp.; Myra
Rocalde, Marketing Executive; RHL Properties & Dev. Corp.; Nette Roselo, BPAP Administrator; Rona Quilban, BPAP Industry
Affairs Associate; and Mickey Bernardino, ASCOTT Makati.
From l-r: Jonathan De Luzuriaga, BPAP Industry Affairs Director; Marie Jose; Matt J. McKelvey, VP for Operations of Kenexa;
Donna Grande, HR Director, Dell; Haidee Enriquez, VP HR ACS; and K.S. Kumar, EVP Sutherland.
www.bpap.org
Breakthroughs
17
Back row (from l-r): Avanti Director Ray Reyes, DPCDATA Country Manager Glenn Lagcao, TAYHANA group Managing Dir. Mike Sahagun, PLDT VP
Jovy Hernandez, PLDT AVP Luigi Lopa . Front row (from l-r): AVANTI President Nery Reyes and Acquires Melanie Day
BPAP CEO Oscar Sanez explains the Philippine advantage to the AustraliaPhilippines Business Conference.
Sydney trade attache Michelle Sanchez joins the Philippine Pavilion decorating crew.
The BPAP-Asia-Pacific College partnership advances industry-academe cooperation for industry growth. From l-r: Sean Sanchez, APC
IT Head; APC president Paulino Tan; BPAP CEO Oscar Saez; and BPAP industry affairs director Jonathan de Luzuriaga.
www.bpap.org
The BPO is one sector that government can use to tap for more foreign investments in the country, said European Chamber
of Commerce of the Philippines EVP Henry Schumacher in a business forum at Clark last April.
18
Company News
Filinvest Northgate
Breakthroughs
TELUS house Araneta is the fourth site of TELUS International in the Philippines.
Company News
Breakthroughs
19
From l-r: Richard Eldridge, Managing Director, Infinit-O; Manolo Aquino, President, Infinit-O; Rene Naravette,
Managing Director, Certification International Phils, Inc.; and Cecile Malay, Site Director, Infinit-O.
www.bpap.org