Client News

‘Contact center industry a collection of intelligent, competitive and hardworking individuals’

(Manila, Philippines, October 3, 2013) — SPi Global, a homegrown business process management (BPM) company specializing in knowledge process and contact center services, remains one of the biggest entities in the outsourcing industry in the Philippines and globally. As the BPM unit of telecoms leader PLDT, SPi Global takes pride in being the Philippines’ most globally recognized BPM company.

Industry veteran Rommel Regino, SPi Senior Vice President for Global Operations, witnessed how the outsourcing industry in the Philippines evolved from a few start-up contact centers to become one of the most powerful forces driving the economy.

Despite the promise of the contact center sector, it faced a number of challenges in its infancy. “At that time, we were pushed back because of people’s preconceptions of the industry. They believed that contact center services would just lead to careers as telephone operators. This was very hurtful since I myself went through the contact center training and I can tell you that it was no joke,” says Regino.

“You’re talking about four to five weeks of training, as well as mock phone call tests,” he continues. “The filter process in the industry is one of the best, I must say. No other industry invests as much on such training. We value training here at SPi because we honor our commitment to our clients and embrace quality as part of our personality.” Today, Regino oversees SPi’s global locations while supporting client engagement duties along with operations management.

Growing with the industry

The industry experienced huge growth in 2002 after only a few years, according to Regino. “From up to only six providers, they multiplied. From my seat as a member of the industry workforce, I could see that this rapid growth was shaping the industry, it even shaped my career,” says Regino. “Had I given up, I probably would have not seen the maturity of the industry.”

Opportunities remain vast in the IT-BPM industry, particularly in the contact center sector. “There’s a true career here. If you look at SPi Global, you can see that 90 percent of our leaders are homegrown. Because we are also still growing rapidly, we will need more people to fill in our senior positions.”

Regino’s steady trek up the corporate ladder helped him build a positive outlook of the BPM career path. Before his current role, he was client services director, senior director for operations, managing director, and head of voice. “The growth rate here is phenomenal. In retrospect, if I were to be in another industry right now, I would, at most, probably still be a manager,” he says.

In need of dynamic professionals

“I think that one of the best perks of being part of the industry is having the opportunity to work with the smartest people in the Philippines. The industry is always open to dynamic professionals,” Regino adds. “Looking at the current workforce in the IT-BPM industry, I can say that I have never seen such a collection of intelligent, competitive and hardworking individuals. That’s what makes the industry, and our work, even more exciting and challenging.”

SPi Global provides voice services as part of its operations, along with the more than 700 contact center firms in the Philippines. The company is also one of the first companies to offer specialized knowledge process services.

“There is no truth to the perception that a job in IT-BPM is a dead-end job. The growth of the industry will continue in production as well as in number,” says Regino. By 2016, the IT-BPM industry is expected to generate US$25 billion in revenues and offer employment to 1.3 million Filipinos.

Rommel Regino

“We are working with dynamic people and that’s what makes the industry, and our work, even more exciting and challenging,” says Rommel Regino, SPi Global SVP for Global Operations.

About the Contact Center Association of the Philippines (CCAP)
The Contact Center Association of the Philippines (CCAP) is the official organization of contact centers in the Philippines. Its mission is to promote the Philippines as the country of choice for contact center services, develop professional standards and practices, organize learning and networking events, and work with various stakeholders to further the industry’s contribution to the national economy and strengthen its market position worldwide.

About the Information Technology and Business Process Association of the Philippines (IBPAP)
The Information Technology and Business Process Association of the Philippines (IBPAP) is the enabling association for the information technology and business process management (IT-BPM) industry in the Philippines. IBPAP serves as the one-stop information and advocacy gateway for the industry. With approximately 300 industry and support-industry members, including five associations—the Animation Council of the Philippines, Inc., Contact Center Association of the Philippines, Game Developers Association of the Philippines, Healthcare Information Management Outsourcing Association of the Philippines, and Philippine Software Industry Association—IBPAP plays a pivotal role in sustaining rapid growth of the IT-BPM industry by working to ensure an enduring supply of high-quality labor, supporting service innovation, and providing country visibility.

IBPAP assists investors in setting up operations easily and quickly in the Philippines. Relevant research, introductions to key government and industry officials, and a series of briefings at each step of the investment process ensure a seamless development process. Ongoing support is provided through a wide variety of initiatives, including programs for HR development, business development, knowledge sharing, and networking opportunities.