Pam Go's Entrepreneur Special Report

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  • 1. 11 January 2014 INNOVATE.CREATE.CONNECT. Transcom Philippines Outstanding Customer Experience
  • 2. CONTENTS BPO Industry in the Philippines Who is Transcom? BPO Recruitment and Entrepreneurship 2
  • 3. BPO INDUSTRY IN THE PHILIPPINES 3
  • 4. WHAT IS A BPO? Business Process Outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider 4
  • 5. BPO INDUSTRY IN THE PHILIPPINES In 2010, the Philippines has surpassed India as the largest business process outsourcing industry in the world 5
  • 6. BPO INDUSTRY IN THE PHILIPPINES Has grown at an annual rate of 30% over a decade, faster than the growth of the global offshore services market 6
  • 7. BPO INDUSTRY IN THE PHILIPPINES Has driven the Philippines’ GDP unprecedented growth of 7.5% in Q2 2013; accounting for over 10% 7
  • 8. BPO INDUSTRY IN THE PHILIPPINES Services delivered include engineering, health care, legal, financial, creative, and software services for energy, banking, investment, insurance, shipping, telecommunicati ons, and other industries 8
  • 9. BPO INDUSTRY IN THE PHILIPPINES In 2012, the industry employed over 638,000 Filipinos 9
  • 10. BPO INDUSTRY IN THE PHILIPPINES Large, highly educated, English-speaking workforce The Philippine government offers a welcoming environment to foreign investors including generous incentives, while the private sector provides assistance to enable investors to setup and begin operations in the Philippines rapidly and cost effectively 10
  • 11. BPO INDUSTRY IN THE PHILIPPINES 11
  • 12. WHO IS TRANSCOM? A global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. 12
  • 13. TRANSCOM BY THE NUMBERS 29,000 customer experience specialists 62 contact centers 26 countries 33 languages 400 international brands 13
  • 14. TRANSCOM’S BEGINNINGS 1995 Transcom AB is established and opens for business in Sweden 1997 Creation of Transcom Europe with offices in Sweden, Luxembourg, and Norway 1999 Transcom cements European presence with operations in 11 countries: Austria, Denmark, Finland, France, Germany, Italy, Luxembourg, Norway, the Netherlands, Sweden and Switzerland 2007 Transcom enters the Philippines 2008 Transcom establishes Iloilo site 14
  • 15. TRANSCOM IN THE PHILIPPINES Manila Delivery Centre Bacolod Delivery Centre Iloilo Delivery Centre 2,200 seats 1,200 seats 878 seats 15
  • 16. TRANSCOM IN THE PHILIPPINES Huddle Room Board Room Production Area Breakout Room Interview Room 16
  • 17. TRANSCOM IN THE PHILIPPINES Transcom Telesales Examples: 17
  • 18. TRANSCOM IN THE PHILIPPINES 18
  • 19. Questions? 19