The document discusses the business process outsourcing (BPO) industry in the Philippines and the company Transcom. It notes that the Philippines has become the largest BPO industry in the world, growing at 30% annually over the past decade. The BPO industry employs over 638,000 Filipinos and accounts for over 10% of the country's GDP. Transcom is a global customer experience specialist providing services like customer care, sales, and technical support through its contact centers. It has 29,000 employees across 62 contact centers in 26 countries serving 400 brands.

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
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3. BPO INDUSTRY IN THE PHILIPPINES
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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
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5. BPO INDUSTRY IN THE PHILIPPINES
In 2010, the Philippines has surpassed India as the largest business
process outsourcing industry in the world
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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
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7. BPO INDUSTRY IN THE PHILIPPINES
Has driven the Philippines’ GDP unprecedented growth of 7.5% in Q2
2013; accounting for over 10%
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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
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9. BPO INDUSTRY IN THE PHILIPPINES
In 2012, the industry employed over 638,000 Filipinos
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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
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11. BPO INDUSTRY IN THE PHILIPPINES
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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.
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13. TRANSCOM BY THE NUMBERS
29,000 customer experience specialists
62 contact centers
26 countries
33 languages
400 international brands
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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
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countries: Austria, Denmark, Finland, France, Germany, Italy, L
uxembourg, Norway, the Netherlands, Sweden and
Switzerland
2007 Transcom enters the Philippines
2008 Transcom establishes Iloilo site
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15. TRANSCOM IN THE PHILIPPINES
Manila Delivery Centre
Bacolod Delivery Centre
Iloilo Delivery Centre
2,200 seats
1,200 seats
878 seats
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16. TRANSCOM IN THE PHILIPPINES
Huddle Room
Board Room
Production
Area
Breakout Room
Interview Room
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17. TRANSCOM IN THE PHILIPPINES
Transcom Telesales Examples:
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18. TRANSCOM IN THE PHILIPPINES
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19. Questions?
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