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The Evolution of BPO: Non-Voice Service Provider

The Business Process Outsourcing (BPO) is growing rapidly. Technological and communication advances help realize the wide-spread implementation of BPO, due to their quality and cost improvements.  BPO started with non-core processes and is now moving towards more critical applications. It has boomed with call centers and customer support processes, and now is happening with software development, Human Resources (HR), Finance and Accounting (F&A), training, payroll, and procurement. The trend is moving beyond the outsourcing of typical back-office functions into middle-office functions.


The evolution of BPO services is very evident here in the Philippines with the growth of companies that offer non-voice programs. While the Philippines has been recognized primarily as a key destination for voice-based BPO services, rapidly emerging capabilities in non-voice processes are making it a potential location for non-voice BPO as well. Relatively high competence and maturity in finance and accounting and transcription services are currently being provided by the Philippines business process outsourcing industry. Now, you will notice that there are a lot of job opportunities for non-voice services everywhere across the country given that the Philippines has a large pool of quality graduates such as accounting and education. Another advantage of the Filipino workers in this kind of opportunity is their deep affinity in Western culture wherein they are highly trainable and can adapt with fast learning curves. The surfacing of the non-voice market proves that the skilled Filipino workers can compete with their counterparts in India and other offshore destinations in providing other kinds of BPO services.

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