Outsourcing firms told to hire more workers from provinces

The business process outsourcing (BPO) industry should intensify efforts to recruit workers outside Metro Manila as there are competent talent pools in the provinces, according to an official of the Business Processing Association of the Philippines (BPAP). Ma. Jamea S. Garcia, BPAP executive director, told BusinessWorld in an interview on the sidelines of a call center industry conference that only 25% of the 400,000 fresh graduates every year come from Metro Manila, and the rest come from other regions. “We should correct the impression that there’s not enough talent in the provinces and outside cities of Metro Manila. Actually, most of these potential employees are compelled to leave their hometowns just to work here," she said. Ms. Garcia noted that 20% of BPO workers are already based outside Metro Manila. “Last year, the BPO workers we have outside Metro Manila are very far from 20%," she said. Companies are always challenged to look for the “right set of people" that are not just fluent in English but are equipped with the skills needed for the job, she said. “Talents are always there, the companies just need to find the applicants who will perfectly match their expectations," she said. In 2009, the organization listed the following as “next-wave" areas for the BPO industry: Angeles in Pampanga, Laguna, Cavite, Bulacan, Bacolod, Iloilo, Cagayan de Oro and Davao. “We are targeting to reach $12-billion revenues by 2011 as United States’ demand recovers and as the market diversifies. However, there are still challenges such as correcting the negative impression about working in a BPO company, and getting more support from the government in terms of funding," she said. Meanwhile, Andy Cranshaw, general manager of professional services of Datacom South East Asia, said employees should be engaged in company projects to nurture their “sense of responsibility" and company loyalty. “There have been studies that employees who are highly engaged in company activities tend to absent less and perform at their best. We should inspire especially the new hires to be the best that they can be, as young graduates compose 60% of the employees in most BPO companies," he said. -- Aura Marie P. Dagcutan, BusinessWorld