Research in the Business Process Outsourcing Industry – The First of a Series of Round Table Discussions on BPO
The Center for Research and Communication (CRC) of the University of Asia and the Pacific (UA&P) organized the Round Table Discussion on Research in the Business Process Outsourcing (BPO) Industry last April 5 at UA&P. Sponsored by Expert Global Solutions (EGS), this first in a series of round table discussions on BPO gave stakeholders an overview of the industry’s current research activities, and brought to light issues that call for research-based interventions.
Participating in the round table discussion were representatives from EGS, Access Worldwide, Bureau of Local Employment, Contact Center Association of the Philippines (CCAP), Convergys, Department of Science and Technology (DOST), European Chamber of Commerce of the Philippines, First Philippine Holdings Corporation, Fonality Philippines, Inc., Information Capital Technology Ventures, Information Technology and Business Process Association of the Philippines (IBPAP), Ingram Micro, The Insular Life Assurance Co., Ltd., Jones Lang La Salle Lee Chiu, MediCall Philippines, Inc., Philippine Software Industry Association, St. Paul University, Universiteit van Amsterdam, Vista Center for Professional Development, and World Bank Group. UA&P faculty and students from the Business Economics Association and from the School of Sciences and Engineering also attended.
The roster of discussants included Dr. Bernardo Villegas, CRC co-founder; Mr. Cesar Tolentino, CCAP research manager; Ms. Ana Peña, IBPAP research manager; Mr. Rainerio Borja, EGS President and Country Head; Mr. Monchito Ibrahim of the DOST-Information and Communications Technology Office; Dr. Antonio Torralba, UA&P trustee; Dr. Veronica Ramirez, CRC Director for Operations; and Dr. Nanette Dungo, UA&P Institute of Political Economy Instructor and former President of the Philippine Sociological Society.
Some issues highlighted in the discussion were the alignment of voice services research with the government policy of greater economic growth, the possible contributions of BPO firms to rural development through locating to provincial “next wave cities,” and the benefits and issues experienced by selected call center employees in their line of work. The need for closer collaboration among the BPO industry, the government, and educational institutions was also emphasized.
Text by Liza Marie Alvarado and CRC