7:30 AM

Registration and Breakfast

8:30 AM

Welcome Remarks: Ms. Gigi Virata, Executive Director for Information and Research, BPA/P

8:35 AM

Presentation: Results of BPA/P/O2P Periodic Survey on the Non-voice BPO Sector

Speaker: Mr. Oscar Sañez, CEO , Business Processing Association of the Philippines

8:45 AM

Presentation: Update on Non-voice Outsourcing Sector

Speaker: Mr. Nikhil Rajpal,  Vice President for Global Sourcing, Everest Research Institute

9:00 AM

Presentation: Supplying Talent  to Deliver Non-voice BPO Services

Speaker: Dr. Vicente K. Fabella, Head of Industry Linkages, Coordinating Council of Private Educational Associations (COCOPEA)

9:15 AM

Panel: Going Voiceless: Finding Demand and Meeting It

Over the past three years, growth in the Philippines ’ BPO industry has averaged 50% a year, with contact center growth at 52%. The non-voice sector has been an important contributor to industry growth, expanding 46% annually, almost equaling growth of the industry overall. While voice-centric services are expected to lead generation of employment opportunities, the non-voice sector is expected to overtake call centers in terms of revenue, contributing 55% of total industry revenue within the next three years. Expansion is expected to be led by five non-voice sectors: back-office processing, software development, legal and medical transcription and other support services, digital animation, and game development. Its increasing share in its revenue contribution to BPO industry shows that non-voice services will be a major contributor to the industry’s growth. Internationally, the Philippines has emerged as the number three center for BPO services in the world. The question for the Philippines now is can it meet demand for non-voice BPO services. Will the Philippines manage to develop and educate the knowledge workers required to sustain industry growth?

Panel chair: Mr. Michael Alan Hamlin, Managing Director, TeamAsia

Industry panelists:

Mr. Antony Zubiri, CEO, Environments Global

Mr. Peter Maquera, President and CEO, SPI

Mr. Barry Marshall,  Country Operations Manager, JPMorgan

Ms. Mich Gorrospe,  Talent Officer, Baker McKenzie

Mr. Nonato Arboleda, Manila BPO Delivery Center Lead, Accenture

Resource Panelists:

Justice Nicolas P. Lapeña Jr., Chairman, Professional Regulation Commission (PRC)

10:30 AM

Closing Remarks: Mr. Michael Alan Hamlin, Managing Director, TeamAsia