Abstract:
The business process outsourcing industry is such a phenomenon
not just in the Philippines, but in the whole world. It is heralded as the
world’s fastest growing industry and is expected to stir up the global
economy in the coming years. Through the years, the business process
outsourcing industry has been growing exponentially. The industry was
responsible for the skyrocketing of revenues in host countries, like the
Philippines. This paper shall deal with the issues and concerns that beset the
industry, the advantages it has offered and is offering up to now, what
to expect from it in the years to come. Though the industry is faced with
the fact that call centers are still growing today, the outsourcing
landscape is changing as more of the ''voice” sector (call centers) is
submitting into the “non-voice” back-office work. Many used to say that the BPO industry is not here to stay because
it has no hard investments to speak of, hence, they do not have to think
several times before moving out of the country. These firms are alleged
to just evaporate anytime and finish off and go to another country where
benefits are better. People involved in the industry are attesting that the
trend in call centers moving to BPO back-office operations is happening
because the industry is entering into a maturing phase. Hence, they are
dislodging the notion that the industry is not here to stay and is just a
mere transition one.
