| September 11, 2007 - Dan Reyes is one of the | | | | |
| most experienced BPO managers in the Asia | | | | It seems to me that higher growth is |
| Pacific region that has played an outstanding | | | | occurring in the Philippines than elsewhere. |
| role in establishing Philippines as a global | | | | We don't see much growth in other countries |
| leader in offshore outsourcing. As the | | | | at this time except for India. Some people |
| founder and former president of the Business | | | | are talking about South America, but English |
| Processing Association of the Philippines, he | | | | is not available there in large supply. |
| is also the head of Sitel Philippines | | | | Africa is still a cautious environment, |
| operation. | | | | although it will be interesting down the |
| | | | road. Malaysia cannot compare with scale and |
| In the interview of Richard Mills for | | | | cost. Only the Philippines can offer both |
| ComputerWorld US, Dan Reyes shared | | | | quality and quantity of skilled people. |
| substantial and noteworthy reasons why | | | | |
| Philippines is, "still" the "number 1" option | | | | How is the Philippines perceived compared to |
| by global companies in sourcing out a part of | | | | India these days? |
| their business operations. | | | | |
| | | | The Philippines is considered the No. 1 |
| What are your thoughts about the new marriage | | | | option. Before, we were the backup solution |
| of Sitel and ClientLogic? | | | | or an alternative to India. Now this has |
| | | | changed in a big way. |
| I think it is quite exciting that Sitel | | | | |
| combined with ClientLogic. The focus of our | | | | What are your company's plans for offering |
| expansion is still the | | | | back-office services? |
| | | | |
| Philippines, which I appreciate and it is | | | | This is certainly a focus of ours, and we |
| exciting to be the largest call center | | | | have a COO in charge just of that. We already |
| organization in the world. | | | | have an existing division in the Philippines. |
| | | | Our strategy is to provide end-to-end |
| How many people does the "bigger and better" | | | | services, front end to back end across a |
| Sitel have? | | | | range of functional areas -- finance, HR. As |
| | | | you can imagine, our call center services are |
| Today, we are arguably the largest pure-play | | | | already spread across industries such as |
| call center organization in the world, with | | | | health, travel, financial services, ISPs and |
| 67,000 employees. In the Philippines with me | | | | tech support. |
| are about 6,500 people and growing quickly. | | | | |
| Our worthy competitor Convergys also has a | | | | What worries you? |
| lot of people, but many of them are doing | | | | |
| noncall center work, so it is considered | | | | Can we address the growth requirements of |
| smaller in voice. | | | | companies who want to set up operations here |
| | | | in the Philippines? We are trying to develop |
| Do you think all this consolidation will | | | | new regions outside metro Manila to grow. We |
| continue in the BPO industry? | | | | are also focusing more on training. Supply of |
| | | | people is the biggest concern. |
| Like other industries, it all depends on the | | | | |
| success of the mergers that happen. I think | | | | Is the softening of the U.S. dollar a concern |
| it is a trend. Sitel is now the largest, but | | | | for you? |
| others will probably take advantage of this | | | | |
| opportunity also. If you don't, you risk | | | | Right now, we are spreading ourselves to |
| being a niche player rather than in the big | | | | other markets. Australia and the U.K. are |
| boys' club. Smaller players will be | | | | examples where we see strong growth ahead. |
| disadvantaged, since large clients only | | | | |
| invite large providers to bid. | | | | Do you still hear silly remarks about the |
| | | | Philippines as a BPO destination? |
| What does Sitel have in store in the | | | | |
| Philippines? | | | | I have not gotten dumb questions lately. Word |
| | | | of mouth about the positives is getting |
| We want to double our size. We are not simply | | | | around. The Philippines has a rare |
| shifting jobs from higher-cost locations, | | | | opportunity to take advantage and has put |
| unlike others. These are new jobs, making the | | | | itself on the map for quality. There are |
| pie larger. We have 26 sites in the U.S. | | | | still some concerns about government |
| alone and are committed to remaining a strong | | | | stability. My CEO tells me the only thing |
| player there. We like to think we are a "best | | | | stable about politics in the Philippines is |
| shore" provider. Many clients don't yet want | | | | instability. While I don't always agree, I |
| offshore, while others only want some | | | | understand the feelings behind the concerns. |
| near-shore. Most are comfortable with a | | | | |
| blended approach that includes offshore. | | | | Do you have any final words? |
| | | | |
| How does the Philippines compare to other | | | | Sure: Bring your business to the Philippines, |
| offshore destinations? | | | | and we'll take care of your customers. |