Pasig City Rep. Roman Romulo has cited an Australian telecommunications and information-technology (IT) company for stepping up the recruitment of college-educated Filipinos for its Philippine contact center operations.
“We welcome TPG Telecom Limited’s decision to increase hiring of contact center staff. This will help provide additional gainful employment opportunities to our college graduates who are still without work,” said Romulo, chairman of the House committee on higher and technical education.
TPG Telecom’s in-house outsourcing subsidiary in the Philippines, Orchid Cybertech Services Inc., is enlisting more contact center personnel for sales, customer service and technical support.
Orchid Cybertech runs a contact center in Ortigas Center, Pasig that already has more than 1,000 employees.
“Since Australia and the Philippines are in the same time zone, the contact center employees here work by day and sleep at night. This is what is different about contact center services for an Australian firm dealing with consumers based in Australia,” Romulo said.
At present, the bulk of contact center services that have been outsourced to Philippines cater to US corporations handling American consumers. Thus, the contact centers run mostly at night in the Philippines, when it is daytime in America.
Romulo earlier said he is counting on the business process outsourcing (BPO) industry to produce roughly 124,000 new full-time jobs in 2014.
A previous survey by Pulse Asia Research Inc. showed that “creating more jobs” is one of the top five urgent concerns of Filipinos, along with fighting official corruption, controlling inflation, improving the pay of workers, and reducing poverty.
Pasig is home to 16 Philippine Economic Zone Authority-registered IT parks that host a growing number of BPO firms.
Romulo is author of the Data Privacy Act, which has helped to attract global corporations to either establish new in-house outsourcing units here in Manila, or to convey their non-core, business support activities to independent BPO firms operating here.
The law mandates all entities, including BPO firms, to safeguard the confidentiality of personal information collected from clients and stored in IT systems, in accordance with rigorous international privacy standards.
The Philippines’ highly labor-intensive, BPO and IT-enabled services industry includes contact center services; back offices; medical, legal and other data transcription; animation; software development; engineering design; and digital content.
The IT and Business Processing Association of the Philippines sees the industry yielding up to $27 billion in annual revenues and directly employing some 1.3 million Filipinos by 2016.
TPG Telecom is the fourth-largest Internet service provider and the biggest mobile virtual network operator (MVNO) in Australia.
An MVNO is a wireless communications services provider that does not own the wireless network infrastructure over which the MVNO provides services to its customers. An MVNO enters into a commercial agreement with an actual mobile network operator to obtain bulk access to network services at wholesale rates, and then provides retail services and sets prices independently.
At the close of 2013, TPG Telecom reported nearly 1.4 million high-speed Internet, landline and mobile phone subscribers.
TPG Telecom’s shares of stock are publicly traded on the Australian Securities Exchange.