Business Process Outsourcing (BPO) is no longer a trend but a necessity for many businesses nowadays. The practice of outsourcing a wide range of services and functions has proven to be an effective way to reduce costs, improve efficiency, have quick and free access to the latest technology, and secure a competitive edge in the industry.
In the Philippines, over 700 BPO companies are across the archipelago, so it will be impossible not to find one that will fit your business. A mix of large and SMEs, these companies offer excellent contact center outsourcing services and effective contact center solutions that will improve each part of your business operations. These call centers also help in providing job opportunities and improving the economy of metropolitan cities in the Philippines.
If you are planning to outsource your back-office operations and customer service functions, you may choose from this list of the Top 10 BPO companies in the country (plus, reasons why they are on the top!)
The Top 10 Business Process Outsourcing Companies in the Philippines
1. Digital Minds BPO – 24/7 BPO Company in the Philippines
Naga City, Camarines Sur
Digital Minds BPO is a renowned business process outsourcing firm that specializes in providing exceptional customer service and support to global businesses. Their team of professionals is passionate about delivering the best experience for their customers, and they strive to exceed all expectations. They offer comprehensive services, such as:
- Customer Service
- Data Entry
- Order Taking
- Accounting and Bookkeeping
- Content Moderation
- Image Annotation
- Back Office Support
- Video Editing
- Photo Editing
Boasting exemplary customer support and a proven track record, Digital Minds BPO emphasizes the importance of doing things right as the key to success. Backed by this firm conviction, they guarantee their clients a truly enhanced quality of experience with delightful customer service.
The industry-leading call center solutions provided by this elite unit include outbound and inbound call center services. Their competent advisors are always ready to fulfill your needs. Stop waiting – contact Digital Minds BPO now to learn more about their all-encompassing services!
2. Accenture Inc.
Mandaluyong City, Metro Manila
Securing a consistent spot in the list of the top firms in the world, Accenture needs no introduction. This Irish-American is a multiservice company with a focus on technology and consulting. If the name alone isn’t impressive enough, know that Accenture has Facebook (yes, the social media giant) as their top client in content moderation.
The firm is home to the most advanced technologies and trained content moderators who get to control and manage toxic content arising from emotional arguments under the platform’s viral content. Its call center operations are spread over the archipelago, with provincial headquarters in Cebu City and other progressive areas in Metro Manila like Quezon City, Makati City, and Taguig.
3. Teleperformance Philippines Inc.
Mandaluyong City, Metro Manila
Teleperformance is considered a global leader in business services powered by artificial intelligence (AI). With a long list of digitally integrated services that they offer, the French omnichannel empire works with three (3) major advantages: human expertise, innovative technology, and unmatched scale. Their main expertise focuses on customer experience management, business process services, and back-office services.
True to its name, Teleperformance values the importance of customer interactions and digital transformation to optimize every business function and deliver quality business solutions.
4. Sitel Philippines Inc.
Pasig City, Metro Manila
This American contact center company was established in 1985 and found its niche in the industry by providing outsourced sales, technical support, customer service, and other business processes for large companies. Currently, Sitel has more than 160,000 employees working in more than a hundred locations over the world. In the Philippines, its main office is located in Pasig City, Metro Manila, with satellite offices situated in the cities of Baguio, Dagupan, Makati, and Puerto Princesa.
5. Concentrix (formerly Convergys Corporation)
Quezon City, Metro Manila
Established in the United States, Concentrix is an IT company that is known for providing quick and reliable technology solutions to clients worldwide. This BPO firm is also acknowledged for its remarkable growth, with over 50 branches spread all over the Philippines and three new business sites opened this year.
Concentrix Corporation doesn’t shy away from the fact that they are making the most out of technology and artificial intelligence to help their clients focus on their core business functions. In fact, they proudly incorporate it with their campaigns and motto centered on customer experience (CX): “We design, build, and run the future of CX. Here are some of the services they offer:
- CX Strategy
- Experience Design
- Digital Engineering
- Experience Platforms
- Automation & Operations
- Enterprise Modernization
- Data & Analytics
- CX Management
6. 24/7 Customer Philippines Inc.
Taguig City, Metro Manila
An AI company that operates 24/7, its core competency revolves around the development of conversational AI platforms to deliver natural and consistent interactions across all channels, attracting prospective clients and encouraging brand loyalty. They also take pride in their agent services handled by teams with vast experience in marketing and thorough knowledge of customer support services as well as self-service automation.
7. Sutherland Global Services Philippines Inc.
BGC Taguig City, Metro Manila
Located in multiple cities and provinces in the Philippines and around the globe, Sutherland Global Services is one of the first names that you might hear when outsourcing a call center. They are known for providing the most advanced solutions in customer service, technical support, and back-office services for big brands including AT&T, Microsoft, Symantec, and Vodafone.
They specialize in the following services:
- Digital Services
- Business Process Services / Back-Office Services (accounting services, financial services,
- Customer Engagement Services (call center services, chat support, technical support, customer service)
Quezon City, Metro Manila
Visit Alorica’s website, and you’ll see a dominant word that’s not commonly used by BPO companies to describe their content moderation strategies. The California-based company is recognized as the largest minority-owned BPO provider in the world and a certified minority business enterprise (MBE) surely has big advantages. They specialize in customer care, technical support, sales and marketing, content moderation, and insurance claims processing.
In Alorica’s case, their content moderation services are proven to be successful; employing over 2,000 content moderators across 3 countries and 12 languages in just a matter of months!
9. Telus International
Makati City, Metro Manila
If you’re looking for a company that provides quality content moderation services, and at the same time, has high regard for the welfare of its employees, Canadian technology giant Telus is a perfect choice. Telus International promotes expertise in social media community management, ad moderation, online e-commerce, marketplace protection, and social media support. They also provide the digital IT outsourcing needs of the financial services and fintech industries.
Workplace-wise, Telus is also a proud gold recipient of the Employer of the Year Award at the Stevie Awards for Great Employers in 2019.
10. TaskUs Philippines
Taguig City, Metro Manila
If your business needs help in lead generation and appointment setting, TaskUs is the best call center for you. This BPO company takes pride in being the one-stop shop for clients in need of quick assistance with inquiries and needs in marketing, and other common business components such as customer service and technical support.
Aside from its colorful and vibrant interface, TaskUs also offers unique methods of content moderation. Labeled as Trust and Safety Digital Solutions, the BPO company is acknowledged for expert human moderators that can optimize every process in online spaces to ensure smooth and safe customer interactions. As one of the largest companies specializing in content moderation, TaskUs is capable of moderating content created by billions of users worldwide.
With over 6,000 dedicated moderation teams supported by time and sales industry professionals, you can maintain your business online presence and extend superb user experiences to your clients.
Overview of Business Process Outsourcing in the Philippines
Business Process Outsourcing (BPO) is an outsourcing model that refers to a business subcontracting specific tasks or processes to a third-party provider. This usually involves the provider delivering services, such as customer service, finance, and human resource management, to the company. In the Philippines, BPO has become a major industry, with many experienced professionals providing services to Fortune Global 500 companies. These services can include knowledge management, customer care support, supply-chain management, and HR management. The Philippines has become one of the largest BPO hubs in the world, thanks to its robust infrastructure, reliable communication networks, and availability of highly-skilled manpower.
The Philippines is one of the top destinations for business process outsourcing (BPO) companies. This is because the country has a large pool of English-speaking, highly-skilled workers. Second, the Philippines is home to a number of world-class BPO facilities, which provide state-of-the-art infrastructure and support services. Third, the cost of doing business in the Philippines is relatively low.
What is the outsourcing industry in the Philippines like?
The outsourcing industry in the Philippines has grown exponentially over the past decade, becoming one of the top outsourcing destinations in Asia with a 30% growth rate. This growth has been largely due to the abundance of skilled Filipino talent, cost-savings, and strong laws concerning data privacy and IP protection.
The BPO industry in the Philippines is now the economic lifeline for the entire Southeast Asian country, employing over 2 million people and accounting for the biggest boost to the Philippines’ economy. This has caused a major boom in the economy, and today, the Philippines is ranked as one of the top digital nations in the world.
In addition to outsourcing services, there is a booming IT industry in the Philippines. The government plays an active role in nurturing IT startups through various incentives and schemes, while Filipino IT professionals are known to have high-value skills in fields such as programming, web development, and cloud computing. This, combined with their ability to handle projects of any scale and size, makes the Philippines a strong contender in terms of IT outsourcing.
The future of the Philippines’ outsourcing industry looks extremely promising, as Deloitte predicted that the country may increase its share of the BPO pie to 20% of the global market, generating more than $50 billion in revenue. Therefore, outsourcing services to the Philippines is an attractive prospect for companies around the world.
Data Privacy Regulations in the Philippines Affecting Business Process Outsourcing
The Philippines has enacted several data privacy laws to ensure the protection of individuals and their data. These laws provide the regulation of the processing of personal information, the right of users to access, modify, and delete their personal information, and the rights of the users to be informed and protected.
The pertinent laws with regard to data privacy in the Philippines are the Data Privacy Act of 2012, the Cybercrime Prevention Act of 2012, the e-Commerce Act of 2000, and the Electronic Signature Act of 2000.
Data Privacy Act of 2012
The Data Privacy Act of 2012 is the primary law dealing with the protection of personal data in the Philippines. It provides for the regulation of the processing of personal information, including the collection, use, disclosure, and storage of personal data. It also outlines the rights of individuals with regard to data privacy and states the necessary steps to be taken when collecting personal data.
Cybercrime Prevention Act of 2012
The Cybercrime Prevention Act of 2012 aims to protect individuals’ online activities and data, as well as to strengthen the country’s ability to prosecute cybercrime. It also provides for the establishment of a National Cybercrime Office and a National Cybersecurity Council.
e-Commerce Act of 2000
The e-Commerce Act of 2000 regulates the use of electronic media and digital technologies such as the internet, email, and other electronic systems as a medium of communication and exchange of information in the country. It also provides for rules and regulations regarding the protection of personal data and the collection and use of electronic documents.
Electronic Signature Act of 2000
The Electronic Signature Act of 2000 sets out the rules and regulations in the country with regard to the use and recognition of electronic signatures. It provides individuals the right to sign electronic documents and have those documents recognized by the government.
In addition, the National Privacy Commission (NPC) is the primary regulatory body responsible for enforcing data privacy laws in the Philippines. It is tasked with monitoring the compliance of companies with the data privacy laws, as well as investigating and addressing any violations of the said laws.
Frequently Asked Questions
What are the factors to consider when choosing an outsourcing company?
When considering a call center outsourcing service provider, there are a few key factors you’ll want to keep in mind:
- Services offered: Make sure the provider offers the specific services you need.
- Call volume: Choose a provider that can handle your call volume, even during peak times. This is crucial in
- Customer satisfaction: Choose a provider with reliable feedback from satisfied customers.
- Pricing: Compare pricing between different providers to find the best value for your budget.
- Contract terms: Be sure to read and understand the contract terms before signing anything.
How big is the outsourcing industry in the Philippines?
The BPO industry in the Philippines continues to grow. In 2021, the sector achieved $29.49 billion in revenue despite the challenges brought on by the Covid-19 pandemic. International companies are also investing in building more sites in the Philippines, specifically in cities and provinces not overly populated yet.
Angeles City, Davao City, and Naga City are just a few of the most popular sites where multinational companies build and grow their business process outsourcing services.
What services and functions do businesses commonly outsource?
Customer service outsourcing is one of the most common functions that businesses outsource, but aside from voice services and customer interaction tasks, business owners also entrust many technical and complex functions that should be handled by experienced professionals:
- IT support
- Web development and design
- Data entry
- Human resources
- Finance and Accounting
- Content (creation and moderation)
- Marketing and advertising
- Virtual Assistant
- Research and development
What types of businesses typically outsource to the Philippines?
Businesses of all sizes typically outsource to the Philippines for their business process outsourcing needs. These include IT, energy, finance, accounting, real estate, and other customer service-related services. The Filipino workforce is highly skilled and efficient, which makes them ideal for voice services. Companies also benefit from the Philippines’ strong laws on data privacy and IP protection. With cost savings of up to 70%, it is no wonder that the Philippines is a top destination for outsourcing.
What is the cost of outsourcing to the Philippines?
The cost of outsourcing to the Philippines can vary depending on the type of service needed and the size of the team. Generally, the cost of labor in the Philippines is about half of what it would be in the US or UK, making it much more cost-effective for businesses to outsource their services. On top of the lower labor cost, businesses can also save on other tertiary costs such as paying for office space, legal and HR costs, the latest equipment, taxes, and more. In total, businesses can save up to 70% through outsourcing to the Philippines. Additionally, the industry is full of workers who can speak great English in a neutral accent, making it ideal for voice-based services like call centers and virtual staffing.
What types of technology do BPO companies in the Philippines use?
BPO companies in the Philippines employ a variety of technologies to provide their services. These include customer relationship management (CRM) tools such as Salesforce and Oracle, enterprise resource planning (ERP) software such as SAP and Microsoft Dynamics, and analytics software like Tableau and SAS. Additionally, these companies use artificial intelligence (AI) and machine learning (ML) technologies to automate processes and improve data accuracy. They also utilize cloud computing platforms like Amazon Web Services and Microsoft Azure to store and back up their data. Lastly, they use chatbots and virtual assistants to provide quick and efficient customer service.
Get a Competitive Edge With The Best BPO Companies in the Philippines
Digital transformation is essential to every business owner who wants to grow and succeed in any industry. With the help of outsourcing companies, you can optimize your operations and focus on the core business processes that drive customer interest and generate revenue.
The Philippines is an ideal hub for international outsourcing companies to expand their businesses and continuously provide an unlimited range of job opportunities to skilled workers and corporate professionals. Why not? Filipinos possess English proficiency, diligence, and the ability to learn and adapt to the latest technologies and trends in the BPO sector.
If you’re looking for a place to outsource your business operations—from marketing services to customer service work—the Philippines is a great option. In this guide, we’ve compiled a list of the top 10 BPO companies in the Philippines for outsourcing. By reading about their experience and capabilities, you can easily find a reputable company that will fit your needs.
Should you wish to outsource some of your business functions, one of these top 10 BPO companies can be your best choice!
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