Employee rentention and turnovers are major issues facing any organization, particularly in the contact center business were agents are challenged to maintain a positive mental attitude at work.


However there are ways organizations can keep their employees’ morale, keep them happy and keep them at work.

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The outsourcing industry is booming worldwide, especially in Asia where annual earnings are reaching more than a hundred billion as more and more companies are easily tapping into global talent cost effectively, adding more value into their products and services.

However, such boon is not expected to last since this is entirely dependent on how outsourcing companies can cater to the demand of their customers and what if the greatest resource that any business has is becoming the least of all?

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In the recently concluded Economic Forum on Business Process Outsourcing (BPO) held in the island of Cebu, Oscar Sañez—Business Process Association of the Philippines (BPAP), relayed that the local industry has netted USD5 billion for the economy last year, a 300 percent increase from industry earnings last 2004.

Industry players are now challenged to achieve 10 percent of the projected outsourcing and off-shoring market worldwide—or the lump sum of USD13 billion by 2010.

To do so, the industry must overcome hurdles in business environment, locating areas of expansion and most important of all, human resources to meet the demand for professional, proficient services.

There is no substitute for Talent. Industry and all its virtues are of no avail.

– Aldous Huxley, 1894-1963, English Novelist.

To achieve the industry’s goals, 560 000 qualified graduates must be ready by 2010. For these graduates to be considered employable, improvements in the national education system are required.

“Talent is our number one concern”, confirmed Sañez.

This outlook is also shared by Pankaj Vaish, global managing director of Delivery Network Center for BPO, a subsidiary of Accenture, a technology and consulting business outsourcing giant.

“We want to grow the current operations and do more value-addition to provide end-to-end solutions as well as the underlying technology. The biggest challenge to this, of course, remains finding the right talent and growing leaders.”

Sañez and the BPAP urge local regions to ramp up the quality of college graduates, for the BPO companies to partner with the local academic institutions in the development of the curriculum, training of the instructors, support through scholarship programs and technology as well as research to improve employee job satisfaction to curb employee attrition.

Business experts foresee more growth in the Asian outsourcing industry in the coming years but can outsourcing companies be able to cope with the demand?

Outsourcing Solutions, Inc. – your outsourcing partner!


  1. “Partnership pushed to thrive in BPO.” 21 August 2008. Sun Star Cebu. Accessed 21 August 2008. Link here
  2. “Finding Right Talent is the Challenge.” 18 July 2008. Economic Times Accessed 20 July 2008. Link here
  3. Mollman, Steve. “Reshaping Asia’s Tech Talent Pool.” 18 October 2006. Business Week. Accessed 27 June 2008. Link here


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