Service Sector: Call Center and Business Process Services in the Philippines

Transcription

1 The views expressed in this presentation are the views of the author and do not necessarily reflect the views or policies of the Asian Development Bank Institute (ADBI), the Asian Development Bank (ADB), its Board of Directors, or the governments they represent. ADBI does not guarantee the accuracy of the data included in this paper and accepts no responsibility for any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms. Service Sector: Call Center and Business Process Services in the Philippines Penny Bongato Executive Director, Talent Development May 2014

2 Philippine IT-BPM industry OVERVIEW

3 number voice Outsourcing Destination by the numbers

4 ranked nd Global Outsourcing Destination by the numbers

5 Philippine IT-BPM 2012 Performance Philippine IT-BPM industry size ; US$ billion x% YoY Growth FTEs Revenue (US$M) Rev % inc. fr 11 # FTEs (~ 000) % % % % % Global share 1 5% 6% 6% 7% 8% % % 19% % Voice BPM 497,000 8,697 18% Non-voice BPM/KPO 154,380 2,470 20% ITO 57,078 1,160 17% Health Info Mgt & Care Engineering Services 45, % 10, % Animation 9, % Game Development 3, % TOTAL FTEs 776,794 13,174 19% 1 Philippines IT-BPM market as percentage of global offshore services market, in revenue terms Sources: IBPAP, ACPI, CCAP, GDAP, HIMOAP, PSIA Copyright 2012: IBPAP. All rights reserved.

6 Philippine IT-BPM Preliminary Estimates Philippine IT-BPM industry size e; US$ billion x% YoY Growth % % % % % % 16% e 2014e # FTEs (~ 000) ,040 Global share 1 6% 7% 8% 9.5% 10.4% 1 Philippines IT-BPM market as percentage of global offshore services market, in revenue terms Sources: IBPAP, ACPI, CCAP, GDAP, HIMOAP, PSIA Copyright 2014: IBPAP. All rights reserved.

7 The Philippine IT-BPM Industry by Sector (2012) Share of Total PH IT-BPM, % = US$13.2 billion 9% 19% 66% 3% 2% 1% Voice KPO/Back Office ITO HIM ESO CPO Sources: IBPAP, ACPI, CCAP, GDAP, HIMOAP, PSIA Copyright 2012: BPAP. All rights reserved.

8 Road Map

9 Why the Philippines is a Top Offshore BPM Location Scalable Educated Talent Pool 3 rd -largest English-speaking country, 12 th most populous country 100+ million population, 40+ million work force 500,000+ college graduates per year; 93% literacy rate Western-based legal and accounting curriculum and certification Cost Competiveness Labor costs for English-speaking professionals among lowest in the world All-in costs among lowest in the world Predictable and manageable inflation Excellent Infrastructure Abundant low-cost & high quality real estate in several urban areas Reliable, redundant, low-cost telco infrastructure Reliable power and building 100%-200% back-up as a standard Available 24/7 low cost transportation Government Support & Public-Private Partnership Government support in education, locator support (PEZA, ICTO) Income tax holiday (4-8 years), 5% tax on GI post holiday, VAT exemption Comprehensive BPAP Road Map 2016 to achieve 20% YOY growth Proven Track Record No. 1 in Voice: customer care, tech, financial services, sales, collections Mature/growing industry-specific and cross-industry capability: IT, F&A, HR, Health & Care BPO, Procurement, Banking, Utilities, Telco Primary English-based services plus other Asian and European languages Analytics & KPO capabilities 9

10 The Philippine talent value proposition: Large pool of young English speaking talent Number of college degree graduates Medical and natural sciences, allied fields Business, accounting, and related fields Social and behavioral sciences, education 2010 Growth from , % 117, % 68, % Engineering and architecture 50, % IT-related and mathematics 47, % Fine arts, masscom, humanities 12, % TOTAL Tertiary level 481, % 500,000+ college graduates per year 3,000+ CPAs English proficiency & other languages Affinity with Western culture Customer service orientation Highly trainable Cost effective High level of commitment and loyalty 2011 projection: 500,783 graduates, 3.9% growth Pop Labor force Unemp rate Literacy World 7,111M 3,302M 6.0% 83.7% Source: CHED 2012; CIA World Factbook ; NSO 2013; indexmundi.com India 1,221M 487M 8.5% 61.0% 1,350M 799M 6.5% 92.2% Brazil 201M 106M 5.5% 88.6% Philippines 105M 41M 7.0% 92.6% 10

11 Philippine Law and Finance Graduates Law and Jurisprudence Finance & Business Related 3, ,000 2,980 2,960 2,940 2,920 2,900 2,925 2,902 2,920 2,946 2,960 2, , , , , , , , , , , ,168 2, ,000 2, , Approximately 3,000 graduates every year in legal and between K graduates in finance and business fields 93% Literacy rate Stringent requirements: between 25% 35% pass the bar exam every year (5,686 took bar exams in 2012) Large pool of paralegals CPA passers in 2012 is 6,767 CFA certifications available to the local market

12 Growth of IT-BPM industry means economic growth of the entire Philippines 75% of IT-BPM jobs are in NCR, with only 25% of PH graduates; IT-BPO is biggest private-sector job creator and employer in many tier 2 3 cities 1 Calabarzon Hub Santa Rosa Bacoor/Imus/Dasma 792,000 Lipa Cainta Lucena 21,300 Current FTEs 219,000 Absorptive capacity 2 Central Luzon Hub Angeles/Clark Cabanatuan Olongapo/Subic Tarlac Malolos 25,600 Current FTEs 461, ,000 Absorptive capacity 3 NCR Western Visayas Hub Bacolod Iloilo City Absorptive capacity at current yield rates Additional capacity at targeted yield rates 5 Davao-GenSan Hub 117,000 10,000 Current FTEs 42,000 Absorptive capacity National Capital Region 1.4M 485,600 Current FTEs 787,000 Theoretical capacity 4 24,900 Current FTEs Central Visayas Hub Cebu City Lapu-Lapu City Mandaue City Dumaguete Tagbilaran 47,700 Current FTEs 108,000 39,000 Absorptive capacity 162,000 44,000 Absorptive capacity

13 Why the Philippines is a Top Offshore BPO Location Scalable Educated Talent Pool 3 rd -largest English-speaking country, 12 th most populous country 100+ million population, 40+ million work force 500,000+ college graduates per year; 93% literacy rate Western-based legal and accounting curriculum and certification Cost Competiveness Labor costs for English-speaking professionals among lowest in the world All-in costs among lowest in the world Predictable and manageable inflation Excellent Infrastructure Abundant low-cost & high quality real estate in several urban areas Reliable, redundant, low-cost telco infrastructure Reliable power and building 100%-200% back-up as a standard Available 24/7 low cost transportation Government Support & Public-Private Partnership Government support in education, locator support (PEZA, ICTO) Income tax holiday (4-8 years), 5% tax on GI post holiday, VAT exemption Comprehensive BPAP Road Map 2016 to achieve 20% YOY growth Proven Track Record No. 1 in Voice: customer care, tech, financial services, sales, collections Mature/growing industry-specific and cross-industry capability: IT, F&A, HR, Health & Care BPO, Procurement, Banking, Utilities, Telco Primary English-based services plus other Asian and European languages Analytics & KPO capabilities 13

14 Philippines is among the most cost-competitive destinations for provision of voice-bpm services Direct operating cost 1 per FTE for English voice work 2013; US$ 000 per annum per FTE MARKET AVERAGES ENGLISH LANGUAGE VOICE EXAMPLE Reflective of market averages. Range could vary depending upon Tier-1 vs. Tier-2 cities Service providers vs. GICs (captives) Scaled operations vs. mid-size operations US Tier-2 Mexico City Krakow Kuala Lumpur Cairo Manila Delhi/NCR Philippines is one of the lowest cost destinations for English voice work and comparable to India 1 Ongoing costs only; excludes margins/mark-ups, centralized corporate overheads, initial investment, set-up costs, and travel costs Note: Exchange rates for local currencies with respect to the U.S. Dollar have been averaged for 12 months from Sep 2012 to Sep 2013 Source: Everest Group (2013)

15 Likewise, Philippines is the among the lowest-cost locations for non-voice BPM work Direct operating cost 1 per FTE for F&A transactional work 2012; US$ 000s per annum per FTE MARKET AVERAGES FAO EXAMPLE Dublin Krakow Kuala Lumpur Cairo Metro Manila Delhi/NCR 1 Ongoing costs only; excludes margins/mark-ups, centralized corporate overheads, initial investment, set-up costs, and travel costs Note: Exchange rates for local currencies with respect to the U.S. Dollar have been averaged for 18 months from 1-Jan-2011 to 30- July-2012 Source: Everest Group (2012)

16 and for IT services Direct operating cost 1 per FTE for IT Applications Development and Maintenance (ADM) 2012; US$ 000s per annum per FTE MARKET AVERAGES ADM EXAMPLE Mexico City Kuala Lumpur Beijing Krakow Cairo Metro Manila Delhi/NCR 1 Ongoing costs only; excludes margins/mark-ups, centralized corporate overheads, initial investment, set-up costs, and travel costs Note: Exchange rates for local currencies with respect to the U.S. Dollar have been averaged for 18 months from 1-Jan-2011 to 30- July-2012 Source: Everest Group (2012)

17 Why the Philippines is a Top Offshore BPM Location Scalable Educated Talent Pool 3 rd -largest English-speaking country, 12 th most populous country 100+ million population, 40+ million work force 500,000+ college graduates per year; 93% literacy rate Western-based legal and accounting curriculum and certification Cost Competiveness Labor costs for English-speaking professionals among lowest in the world All-in costs among lowest in the world Predictable and manageable inflation Excellent Infrastructure Abundant low-cost & high quality real estate in several urban areas Reliable, redundant, low-cost telco infrastructure Reliable power and building 100%-200% back-up as a standard Available 24/7 low cost transportation Government Support & Public-Private Partnership Government support in education, locator support (PEZA, ICTO) Income tax holiday (4-8 years), 5% tax on GI post holiday, VAT exemption Comprehensive BPAP Road Map 2016 to achieve 20% YOY growth Proven Track Record No. 1 in Voice: customer care, tech, financial services, sales, collections Mature/growing industry-specific and cross-industry capability: IT, F&A, HR, Health & Care BPO, Procurement, Banking, Utilities, Telco Primary English-based services plus other Asian and European languages Analytics & KPO capabilities 17

18 IT-BPM designed, suitable infrastructure in Metro Manila Lowest rental rates in the region; dedicated IT parks right in the center of business districts Eastwood City Cyberpark Quezon City Ortigas Center, Mandaluyong City/Pasig City Makati City Bonifacio Global City, Taguig City METRO MANILA McKinley Hill Taguig City Glorietta 5 Makati City Northgate Cyberzone Muntinlupa City

19 Cebu has over 85,000 IT-BPM employees 19

20 Reliable and redundant connectivity Transmission Backbone Networks PLDT Digital Fiber Optic Network (DFON) Globe Telecom Fiber Optic Backbone Network (FOBN) TelicPhil (BayanTel) Nationwide Digital Transmission Network (NDTN) Cable Landing Stations Ballesteros, Cagayan Tanza, Cavite Nasugbu, Batangas Bauang, La Union Daet, Camarines Norte AAG EAC SeaMeWe-3 APCN2 C2C SJC (Sept. 2013) TGN-IA BALLESTEROS LAOAG VIGAN TUGUEGARAO CAUAYAN SFLU BAGUIO SOLANO DAGUPAN URDANETA ASE TARLAC CABANATUAN CANERO SUBIC SAMPALOC AURORA ERMITA MAKATI BACOOR NASUGB U NAGA BATANGAS PAGBILAO PILI MAMBURAO LEGASPI DONSOL SORSOGON MASBATE SAN JOSE CALBAYOG ROXAS TACLOBAN CADIZ ORMOC BANATE SAN REMIGIO ILOILO TALISAY LILOAN LAHUG BACOLOD MAASIN TALISAY DUERO MARIBOJ OC TAGBILARAN DAUIN CABADBARAN CDO BUTUAN MANTICAO ILIGAN PAGADIAN COTABATO DAVAO ZAMBO ANGA GEN. SANTOS 20

21 Why the Philippines is a Top Offshore BPM Location Scalable Educated Talent Pool 3 rd -largest English-speaking country, 12 th most populous country 100+ million population, 40+ million work force 500,000+ college graduates per year; 93% literacy rate Western-based legal and accounting curriculum and certification Cost Competiveness Labor costs for English-speaking professionals among lowest in the world All-in costs among lowest in the world Predictable and manageable inflation Excellent Infrastructure Abundant low-cost & high quality real estate in several urban areas Reliable, redundant, low-cost telco infrastructure Reliable power and building % back-up as a standard Available 24/7 low cost transportation Government Support & Public-Private Partnership Government support in education, locator support (PEZA, ICTO) Income tax holiday (4-8 years), 5% tax on GI post holiday, VAT exemption Comprehensive BPAP Road Map 2016 to achieve 20% YOY growth Proven Track Record No. 1 in Voice: customer care, tech, financial services, sales, collections Mature/growing industry-specific and cross-industry capability: IT, F&A, HR, Health & Care BPO, Procurement, Banking, Utilities, Telco Primary English-based services plus other Asian and European languages Analytics & KPO capabilities 21

22 Competitive Investment Incentives Income Tax Holiday (ITH) for 4 years, extendable to 8 years After the ITH period, special 5% tax on gross income in lieu of all national and local taxes Exemption from duties and taxes on imported capital equipment, spare parts, supplies, and raw materials Domestic sales allowance of up to 30% of total sales Exemption from export taxes, wharfage dues, imposts and fees Exemption from Value Added Tax (VAT) on allowable local purchases such as telecom, power, and water bills Additional deduction of 50% of total manpower training cost under the special 5% gross income tax regime Source: Philippine Economic Zone Authority

23 Why the Philippines is a Top Offshore BPM Location Scalable Educated Talent Pool 3 rd -largest English-speaking country, 12 th most populous country 100+ million population, 40+ million work force 500,000+ college graduates per year; 93% literacy rate Western-based legal and accounting curriculum and certification Cost Competiveness Labor costs for English-speaking professionals among lowest in the world All-in costs among lowest in the world Predictable and manageable inflation Excellent Infrastructure Abundant low-cost & high quality real estate in several urban areas Reliable, redundant, low-cost telco infrastructure Reliable power and building % back-up as a standard Available 24/7 low cost transportation Government Support & Public-Private Partnership Government support in education, locator support (PEZA, ICTO), and incentives Income tax holiday (4-8 years), 5% tax on GI post holiday, VAT exemption Comprehensive BPAP Road Map 2016 to achieve 20% YOY growth Proven Track Record No. 1 in Voice: customer care, tech, financial services, sales, collections Mature/growing industry-specific and cross-industry capability: IT, F&A, HR, Health & Care BPO, Procurement, Banking, Utilities, Telco Primary English-based services plus other Asian and European languages Analytics & KPO capabilities 23

24 A wide range of services are delivered from the Philippines

25 KPO from the Philippines E.g., Integreon offers a range of related services and many of our clients buy multiple offerings Research Solutions Strategic Research Library Services and Knowledge Management Market Research Financial Services Research Competitive Intelligence Monitoring Analytics Document Services Finance & Accounting Procurement Management Technology HR, Learning and Development Marketing & Business Development Business Solutions Legal Solutions Discovery Contract Management Compliance Legal Research and Knowledge Management Intellectual Property Due Diligence Facilities and Property Management

26 Philippine IT-BPM Industry Evolution Shared Services Council 26

27 Philippine IT-BPM: Suppliers and captives service a range of verticals and globally prominent logos Wide range of industry-verticals serviced Supplier presence across industry verticals 1 # FTEs servicing ( 000s) # Firms Captives of 60+ Fortune 1000 firms Banking and financial services BFSI MDR MDR and healthcare Healthcare Telecom/Hi-Tech Travel Telecom/Hi-tech, travel, energy, and media Energy Media BFSI = banking, financial services, insurance; MDR = manufacturing, distribution, retail 1 Per Everest-O2P survey of ~200 firms across the Philippines IT-BPO industry Sources: BPAP database; survey results

28 Top Global In-house Centers in the Philippines Company Services 2011 J.P. Morgan Chase Voice/Mid-office HSBC Customer service, graphics HP ADM/IT support Shell SSC Thomson Reuters Financial services, HR, customer service Financial research and analytics, legal research (2007: F&A as Thomson) Dell Customer care, tech support Manulife F&A, back office, KPO Maersk Non-voice, KPO (2007: logistics) DKS Back office, HR, F&A, KPO Chevron Back office, IT Citigroup ANZ Bank Chartis Technology and Operations Management Customer service Institutional banking operations, wealth management, regional data warehousing, HR, retail (collections voice and non-voice), project management of all ANZ, risk (reporting, analytics, operations) Customer-contact support services for claims and underwriting; document indexing or validation; back office, IT infrastructure services 28

29 Top Third-Party Service Providers in the Philippines Company Services 2011 Convergys Sales and marketing, customer service, tech. support, collections (10% non-voice) Accenture IT, F&A, HR, health care BPO, industry-specific BPO, CRM TeleTech Cust retention, lead generation, telemarketing Teleperformance Customer acquisition, care, value growth; debt collection; tech support; market research Sutherland Customer care Sykes Customer service, care, telesales, value-added mktg, outbound phone support SPi Global Content solutions, CRM, health care Stream Global Sitel Customer service& support, tech support, sales & customer retention, back office, marketing surveys and analytics. Cust retention, lead generation, telemarketing EGS (NCO/APAC) CRM, sales, marketing, non-voice IBM Customer care, tech. support, F&A, software development, IT services Aegis Customer care and sales Telus Customer care, technical assistance, sales, directory assistance, back-office support, sales, research/surveys 29

30 Thank you! Penny S. Bongato, FPM, MBA, TM Executive Director, IBPAP