Has the Philippines BPO Industry Lost It’s Edge?

Just read Tholons latest paper on Digital Disruption: http://www.tholons.com/pdf/TSGI%20Report%202017.pdf

As if things aren’t gonna be hard enough, the BPO industry here in the Philippines is not evolving fast enough. The tidal wave of digital disruption is not something we are adequately prepared for.

Although we are #3 overall when it comes to countries in a position to continue to benefit from globalization, being one of the top countries is by no means assured.

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For the past decade its mainly been a battle between India and the Philippines, but China has crashed the party and a lot of Latin American countries are in hot pursuit.

If you are one who thinks the BPO industry here is gonna continue to see 20% year over year growth, then this slide should give you pause.

Why? Because although blessed with some amazing advantages for customer service, we aren’t currently optimizing our focus on digital transformation.

When you look at the next image, you see both Manila and Cebu have lost ground in the battle of global cities in the past year as well.

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Manila was #2, now its #4. Now is not the time to be complacent. We need to invest heavily in upskilling our BPO workforce to offer higher value chain services. We need to champion for strong DSA programs in the schools. And we need to make sure decision-makers are armed with the data they need to keep the Philippines on the cutting edge of globalization.

Thats why we have the AAP.PH and why we have launched Augment BPO.

17426122_1095825400562902_5936762267508985241_nAnalytics Leadership – DMAIPH is a founding member of the Analytics Association of the Philippines (AAP.PH) and specializes in arming the Data-Driven Leader with the tools and techniques they need to build and empower an analytics centric organization. Analytics leadership requires a mastery of not just analytics skill, but also of nurturing an analytics culture. We have guided thousands of Filipino professionals to become better analytics leaders. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to discuss a uniquely tailored strategy to ensure you are the top of your game when it comes to Analytics Leadership. #AAP.PHMoonshot

The Augment BPO Data Science and Analytics Advocacy Project (Augment BPO) is empowering BPO Companies, Executives, and Workers in the Philippines to prepare for and address the clear and present danger posed by Artificial Intelligence Chatbots (AI Chatbots) to BPO revenue growth and jobs through Data Science and Analytics strategy planning, awareness building and upskill training. #AugmentBPO

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Philippines BPOs: Prepared To Stay On Top?

12523905_1094112590613600_4599398525089712302_nBy DMAIPH Analytics Intern Jacqueline Belmonte. 

The Philippines looks to remains the top Business Process Outsourcing (BPO) preference of companies around the world.

In fact, during 2016, the Contact Center Association of the Philippines (CCAP), the country’s Information Technology and Business Process Management (IT-BPM) sector projected that by 2017, the industry will provide more than 1.3 million jobs and over $25 billion revenue.

As of 2016, the industry employs 1.2M people and accounts for around 8% of Philippines’ GDP.  However, despite of  the continuous growth of the BPO, experts see a potential end to the growth of the industry.

In a study of Frost & Sullivan, low-skilled jobs in the outsourcing industry would decline by 28 percent within the next 6 years but will give rise to high-skilled outsourcing jobs by 2022.

By 2025, Pew Research Center survey expects robots and digital agents to replace a large number of BPO workers. “The Death of the Call Center”, Xerox’s worldwide survey revealed 42 percent of respondents said that call center will cease to exist but predicts the rise to “super-agent” who has high-tough and high value assistance to customers’ more complex problems.

The wide spread of robotic process automation (RPA) and artificial intelligence threatening to replace human agents is now the opportunity that companies under the BPO industry have been eyeing. For an instance, AI intelligence or the ability of machines to imitate human intelligence that get’s better through time and repetitive use is slowly changing the game.

A good example is Luvo, a virtual assistant that could assist customer problems such as lost or stolen bank cards and forgotten pin numbers. A startup founded by George Yang,  called AI Pros’, a voice-based natural language software, that can speak with customers using spoken English to pitch them a sale and only need human intervention when there are words that the system can’t understand  has shown an 80 percent increase in performance  of call centers. AI Pros’ is geared to help the BPO to cope with the AI threat by creating higher value jobs.

The alarming peril of the technological advancement to the BPO’s has also been recognized as a serious concern by the government. Senate Resolution No. 344 is the government’s response to maximize the  the development of AI technologies whilst acknowledging the possible negative impacts to jobs and employment in the country. With these, people seeking for employment are encouraged to take on the opportunities posed by the growth in software and mobile programming, cloud, analytics and other technical skills.

The bright side of this probable sunset of the BPO industry is that, companies and universities in the Philippines have responded positively through organizing events, trainings  and integrating growing industries such as analytics in the curriculum currently offered.

This initiative will create a highly skilled and competent pool of human resource that secures them against the threat of the downfall of the BPO industry. In addition, analytics training companies such as Decision-Making, Analytics & Intelligence Philippines (DMAIPH), BPO’s can be be guided as to how to slowly navigate from losing to winning  back the market.

Dr. Data_Analytics in the Philippines

Analytics in the Philippines – The Philippines is at the center of the action when it comes to solutions to the global need for analytics. Blessed with a solid foundation of young, educated and English speaking workforce, companies around the world are look for Filipino analytics talent to fill analytics positions.

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DMAIPH was set up to facilitate these solutions and bring the talent and the business together. And that is exactly why I wrote Putting Your Data to Work, the first analytics guidebook designed specifically for the Philippines.

Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to order the book. Take advantage of this unique global opportunity and get more analytics in your career or in your business.

The Automation Storm is Coming… is Your IT-BPO Ready?

The number of posts like this one that talk about downsizing in traditional IT-BPO firms are getting more and more common every day.

Some naysayers think statements like this are just hyperbole, “saw their aggregate workforce shrink by seven the same year, highlighting a situation created by a perfect storm of tough business conditions and increasing automation.” But not me. I’m preparing for it.

And then there is this statement… that can easily be talking directly about the IT-BPOs in the Philippines. “This is a war of many battles being fought where smart service providers are aggressively implementing RPA (robotic process automation) into their own operations to drive down their delivery costs and reduce their own headcount. Hence, services providers will be hell-bent on destroying each other and the winners will be those who eventually succeed in winning more work than they lose amidst all the destruction”

I would add to this nationalistic pressures to counter the flow of globalization and “bring jobs back home”.

There are plenty of signs on the horizon that will spell doom for companies that aren’t ready for the coming storm.

Which is where DMAIPH can help.

DMAIPH has successfully set up Filipino analytics teams for over a dozen U.S. based businesses. Offering both virtual and office based teams that specialize in problem solving using data, new technology and analytics techniques is our strength. Finding and empowering analytics talent is increasingly challenging, but we have mastered Surfing Into The Storm and can show you how to succesfully set up a team.

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The Philippines is at the center of the action when it comes to solutions to the global need for analytics. Blessed with a solid foundation of young, educated and English speaking workforce, companies around the world are look for Filipino analytics talent to fill analytics positions.

DMAIPH was set up to facilitate these solutions and bring the talent and the business together. And that is exactly why I wrote Putting Your Data to Work, the first analytics guidebook designed specifically for the Philippines. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly so we can help you take advantage of this unique global opportunity.

 

Analytics Ain’t Cheap, Nor Should It Be!

Garbage In, Garbage Out is a common phrase I hear a lot when people talk about bad analytics.

Dirty, unstructured, error-filled, and/or inaccurate data is the bane of any good analyst.

SO when I saw a friends post asking about how to explain to a potential client that basically wanted an analytics solution done on the cheap, I suggested he not pursue that client.

If  you are creative and have the ability to be innovative with solutions, you can have good analytics that are affordable.

There are a number of BI tools out there that have free versions. You can do a lot of pretty awesome stuff in excel. So technology doesn’t have to be a factor.

You can also send people to reasonably priced training programs or have them self learn using online resources. That can save money.

But when it comes to the people. You get what you pay for. And if you want to go cheap on compensation for analytics professionals you will pretty much guarantee a bad outcome.

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Analytics Outsourcing – DMAIPH has successfully set up Filipino analytics teams for over a dozen U.S. based businesses. Offering both virtual and office based teams that specialize in problem solving using data, new technology and analytics techniques is our strength. Finding and empowering analytics talent is increasingly challenging, but we have it down to a science. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to learn more about how to set up an analytics-centric team in the Philippines.

Let’s See How the Wind Blows: YouTube Video

For those who missed it: On CGTN, #Philippines and #ASEAN economies and security hang in the balance as Donald Trump takes over as U.S. President. Happy to add my perspective to current events impacting business in the Philippines.

Analytics in the Philippines – The Philippines is at the center of the action when it comes to solutions to the global need for analytics. Blessed with a solid foundation of young, educated and English speaking workforce, companies around the world are look for Filipino analytics talent to fill analytics positions. DMAIPH was set up to facilitate these solutions and bring the talent and the business together. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly so we can help you take advantage of this unique global opportunity.

The Huge Growth Opportunity of Analytics in the Philippines

The Philippines is standing on the precipice of a huge opportunity.

We are in a similar place to where we were 10 years ago when the Call Center Industry was just taking off.

Now instead of becoming a global hub for customer service calls, the opportunity is becoming a center for analytics and data science.

There is nowhere to go but up.

Here is why…

  • A well-documented need for analytics talent globally.
  • A youthful workforce of English speakers with an affinity for Western Culture.
  • Leadership from within the government and higher education pushing the inclusion of analytics and data science into college and even high school curriculums.
  • A vibrant work force of young professionals that have experience working for international companies and assisting people from all over the world.
  • A strong sense of self-preservation in the BPO industry to offer “up the value chain” services to their clients.
  • Industry leaders and business owners with an insatiable appetite to keep the county’s economic momentum in growth mode.
  • A collection of thought leaders, analytics experts and actual data scientists that are
    highly motivated to lead the country to data-driven success.

There are undoubtedly many more.

The bottom line is 2017 is looking like it will be the year the analytics and data science are firmly established as strengths of doing business in and with the Philippines.

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Analytics in the Philippines – The Philippines is at the center of the action when it comes to solutions to the global need for analytics. Blessed with a solid foundation of young, educated and English speaking workforce, companies around the world are look for Filipino analytics talent to fill analytics positions. DMAIPH was set up to facilitate these solutions and bring the talent and the business together. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly so we can help you take advantage of this unique global opportunity.

7 Reasons for Filipinos To Get into Analytics Right Now

Some people ask why did I come to the Philippines.

Why did I leave a great analytics career at Wells Fargo and move 6,000 miles away to set up a business?

Was it just for the money? What really motivated me?

Am I worried about the current political forces that can potentially divide my home country and my adopted country?

Am i really gonna stick it out with the Philippines?

Well the answer to all those questions is simple. For the past 5 years I have worked to help empower Filipinos with more analytics. I will keep doing it as long as I can because I have faith in this country, the Filipino people and my ability to make a difference.

Below are 7 reasons why I believe what I believe. And these have held true for the past 5 years and will most certainly hold true for at least the next 5 years.

7 Reasons for Filipinos To Get into Analytics Right Now

  1. Huge Growth Opportunity
  2. Awesome Salaries
  3. Global Demand
  4. Empowers Curiosity
  5. Technology Driven
  6. Unlock Your Potential
  7. The Sky is the Limit

I will write a series of blog posts with more detail on each of the 7 points, but the bottom line is that for someone like me who has a passion for teaching analytics, there is no where in the world better to be.

The Huge Growth Opportunity of Analytics in the Philippines. I see this an undeniable fact  that both global and domestic forces are pushing the Philippines forward to new types of jobs and new skills sets that will likely continue to boom.

The Awesome Salaries Filipino Analytics Professionals Can Earn. There is a lot of money to be made if you are a data geek and the amazing rise in salaries and the salaries being offered to fill new positions are very high. The need for analytics talent is driving a buyer’s market.

The Global Demand for Analytics Talent is Looking at the Philippines Right Now. There just aren’t enough people across the globe who can do analytics well. Like with call centers and with OFWs the Philippines is considered a top potential source of talent.

Filipino Companies Who Get Analytics Empower Curiosity. When you come across a domestic company that understand analytics you find truly engaged employees. They know they are valued because the see the data and it empowers them to be curious and to think outside the box.

Filipinos with an Affinity for Technology are Natural Born Analysts. Social Media, Programming, IT. Computer Science… there are a number of factors at play that imbue the millennial workforce with a penchant for working with data to solve problems.

Analytics Careers in the Philippines can Unlock Your Potential. The need to fill all levels of analytics jobs creates opportunities for quick advancement. It its generally merit based, so the harder you work the more opportunity you can create for yourself.

The Sky is the Limit for Analytics in the Philippines. There is no where to go but up. On both a country wide as well as an individual level, there is really no hard ceiling on what we can do. It really is completely up to us how high we go.

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General Analytics – Analytics is the application of using data and analysis to discover patterns in data. DMAIPH specializes in empowering and enabling leaders, managers, professionals and students with a mastery of analytics fundamentals. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to find out what we can do to help you acquire the analytics mastery you and your organization need to be successful in today’s data-driven global marketplace.

Web Content Analyst/Jr. Graphic Designer – Home Based

DMAIPH is looking for (3) Web Content Analysts/Jr. Graphic Designers. These hybrid positions are predominately home based, full-time positions. Ability to attend training, meetings and team activities in our office in Ortigas Center, Pasig City, Metro Manila is also required.

Set schedule with weekends off.

Probable shifts are 4pm-12:30am, 6pm-230am, 8pm-4:30a, Monday PM/Tuesday AM to Friday PM/Saturday AM.

Web Content Analysts will work for a U.S. Based client that has an e-commerce site dedicated to online sales of baby and infant related products including clothes, accessories and merchandise.

Ideal Hires Would Be

  • People who know social media, having good typing with low error rate, basic excel skills, project management experience, decent English
  • Possibly one will be a graphic designer as well to source, resize and clean up images so have complete and accurate product catalog.

This is a non-voice, back office role, but applicants with call center experience a plus.

Duties include:

  • Data Validation using product web sites.
  • Data Encoding into a master google document.
  • Analysis of product web sites for additional items to be added.
  • Validate historical data of products already listed on the web site and/or database.
  • Web Content publishing using client publishing tool
  • Basic graphic design experience with ability to crop pictures and adjust file size.

Successful candidates will be able to demonstrate a strong work ethic who can follow directions, can complete their assigned shift on time every day and have good time management skills.

Work quality is the most important aspect of the job, so attention to detail and ability to accurate encode product data is a must.

Requirements:

  • At least a basic comfort using Microsoft Excel/Google Docs for data encoding.
  • Previous work experience in customer service, officer work of service crew preferred.
  • An interest, if not experience in graphic design.
  • Able to take directions in English.
  • A pleasant attitude and professional appearance.
  • A working computer/laptop that can access the internet consistently.
  • Home Internet access

Compensation:

  • Total monthly compensation around P20,000 for a predominately work from home position.
  • Starting salary depends on experience, but the position base is P16,000 a month.
  • After six-month probationary period, health benefits and paid leave will be made available.
  • Additional performance based incentives can be achieved. Up to P3,000 a month.
  • Up to P1,000 in tax-free internet.
  • Possible 5-10% performance bonus upon normalization.
  • Complete 40 hours of work. This is a full-time job commitment.
  • Annual performance evaluation and compensation increases.
  • Standard employee benefits as mandated by Philippine law.

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Analytics Jobs – DMAIPH hires, refers and connects Filipino analytics talent. The Philippines is at the center of the action when it comes to solutions to the global need for analytics. Working with DMAIPH to find work, hire analytics talent or set up analytics teams will ensure you are tapped into the best of the best when it comes to analytics in the Philippines. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to find out how to take advantage

Data Science with Talas at the Mind Museum

Really looking forward to meeting some of the top minds in Data Science in the Philippines this Saturday, November 26th at the Mind Museum in Taguig.

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The speaker line up looks awesome and the networking opportunities will be plenty.

I understand the event is sold out, but I believe there is a waiting list. Contact my good friends at Talas to find out more.

This has been the best month yet for analytics and data science in the the Philippines. The sky truly is the limit!

Hope to see many of you there!  #DSCONPH and #DSCON2016

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News & Events- DMAIPH is a highly engaged leader, sponsor and participant in analytics events across the U.S. and the Philippines. As an Analytics Champion I write, blog, speak and lecture about analytics in a wide variety of forums. I authored several publications on analytics including my latest book, Putting Your Data to Work. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to learn more about where I will be talking about analytics next.

The Self-Imposed Ceilings of Two Filipino Friends

I recently had two conversations on FB that happened simultaneously. Its amazing how we can do that now days, be engaged on two (or more different topics) with different people at the same time. But that’s a conversation for another time.

Right now, I want to talk about self-imposed ceilings people put on themselves.

One conversation was centered on being stuck in their current station in life.

The other conversation was about a resistance to embracing non-traditional learning methods.

In both cases, I was in empower mode. Trying to inspire both hope and self-determination to not continue down a path that seems locked in.

I will be the first to admit that as an educated, middle class, straight, white American male, there are few ceilings in life for me to break then just about every other demographic on the planet.

And most likely, my recognition of that at an early age has thrust me forward on a lifelong quest to help others who don’t have all the privilege I enjoy.

I am convinced that the blessing I have enjoyed in life need to be paid back in the form of me trying to uplift others to achieve success in life like I have.

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And through a series of circumstances (which feel like a divine plan) I have ended up focusing most of my empowerment efforts in the Philippines. I love working with students and young professionals interested in analytics careers. That is what I have devoted the 2nd half of my life too.

And both conversations are stronger reminders that I am doing exactly what I was created to do.

Holding the ladder, or offering a hammer, or identifying a new approach to breaking through self-imposed ceilings for Filipinos has over the years become my great cause.

My Analytics Story – My passion is solving problems by bringing together the best talent, cutting edge technology and tried and true methodologies. DMAIPH is all about empowering people towards better Decision-Making through the use Analytics and business Intelligence. This is what I do best. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly for a free consultation about getting more analytics into your career and your business.