sectoral presentation 2 - globe
DESCRIPTION
Voice BPO Advantage of the PhilippinesTRANSCRIPT
Grace CastilloGlobe Telecom
The Philippine Voice BPO Advantage
Agenda
Globe Telecom: Who We Are, What We Do The Philippine Voice BPO Industry Typical Voice BPO Set-Up Philippine Voice BPO Success Stories Summary
Globe Telecom: Who We Are, What We Do
Globe Telecom is a full-service telecommunications provider in the Philippines, catering to more than 25.7 million mobile subscribers, 287K broadband subscribers and over 100,000 businesses.
Partly owned by SingTel & Ayala Group of Companies
Globe Business serves all the telecommunications requirements of local and foreign businesses in the Philippines, small, medium and large businesses from diverse industries, with key focus on the offshoring and outsourcing industry.
Globe has its own international gateways, cable landing stations, domestic fiber backhaul and a national access network (data, fiber, 3G/HSDPA, WiMAX)
Globe has worked with various O&O players including government to foster an environment attractive and cost effective for business
The Philippine Voice BPO Industry
BPOs in the Philippines have been growing at a rapid pace, with an expected growth of 23% in revenues in 2009, and to grow by as much as 26% in 2010
Provides work for more than 60% of total manpower employed in the industry today
Software10%
ContactCenter
68%
Back Office14%
EngineeringTranscription
Animation
6.1B USD
4%3%
2%
Software10%
ContactCenter
68%
Back Office14%
EngineeringTranscription
Animation
6.1B USD
4%3%
2%
Software9%
ContactCenter
61%
Back Office19%
TranscriptionEngineering
Animation
372K Employees
5%3% 2%
Software9%
ContactCenter
61%
Back Office19%
TranscriptionEngineering
Animation
372K Employees
5%3% 2%
2008 Breakdown by Employees 2008 Breakdown by Revenue
Did you know that ….
70% of the total BPO market are serviced by contact centers 61% of employees are working as contact center agents US$ 4.5 B out of US$ 7.5B (est 2009) gross revenues are
attributed to contact centers
*54% of contact handling activities are done on the phone, followed by email at 18%
*56% of these calls gets converted to a sale, whether inbound or outbound. The highest among 5 top offshoring destinations
*100% of captive centers in the Philippines do it onshore
*Source: Asian Contact Center Industry Benchmarking Report 2008, by Callcentres.net
The Philippine Voice BPO Advantage
What are the advantages of a voice BPO locating in the Philippines? Large pool of English-speaking talents at competitive rates* Better language skills, with 64% of Filipino call center agents able
to speak more than 2 languages Level of accent neutralization is significantly low Filipinos take less time to train, thus less cost.
Strong Government support (income tax holidays, PEZA locations, labor & training incentives, etc)
High degree of cultural compatibility Aptitude for service Good telecommunications infrastructure
*Tholons Report, IOS, Oct 2009**Kelly Services Report in partnership with ACA Research, Oct 2006
The Underlying Infrastructure
ILOILO
BACOLOD
CABANATUAN
BAGUIO
SOLANO
TARLAC
CAUAYAN
TUGUEGARAO
LAOAG
PAGADIAN
PILI
LEGASPI
PAGBILAO
TACLOBAN
CALBAYOG
ORMOC
MAASIN
TAGBILARAN
BAUANG
BALLESTEROS
SAN VICENTE
SFLU
DAU
MALOLOS
DALANDANAN
NEW TALAVERA
GAPANPLARIDELSUBIC
CABALAN
DINALUPIHAN
BALANGA
LUBAO
SFP
TARLAC
DAU
ACACIAESPANA
SAN JUAN
MARIKINA MANDALUYONG
PIONEER
DASMARINASBINAN
CARMONA
LIPA2
PRINZASTO TOMAS
TIAONG
DAUIN
ROXAS
KABANGKALAN
DUMAGUETEBACONG
CDO
BUTUAN
OZAMIS
IPIL
TUNGAWAN
ZAMBOANGA
PROSPERIDAD
BUNAWAN
TAGUM
DAVAO
DAVAO2
MALAYBALAY
MARAMAG QUEZON
MLANG
KORONODAL
GENSAN
TALISAY
LAHUG
SAN REMIGIO
SAN JOSE
MAMBURAO
NASUGBU
BACOOR ERMITA
CADIZ
CANEROAURORA
VALERO
ILIGAN
BATANGAS
LAHUG
TALAMBANLABOGON
TAYUD
MEPZA
ABACUS
KANGHA
TALISAY
LABANGONONGTIAK
METROBANK
CDO
CDO BSC
KAUSWAGAN
BULUANAZARETH
LAPASAN
DAVAO
DAVAO BSC
SASA
AGDAO
OBRERO
CAP BLDG
Network After Strategy 3
Notes:
Telic Phil
LUZON SDH INNER CORE
CEBU SDH INNER CORE
CDO SDH INNER CORE
DAVAO SDH INNER CORE
Span Protection (Aer&UG)Ballesteros-Tarlac
More Nodes meansmore coverage
Additional Protectionfrom Telic Phil Network
Presence in Tagbilaran
Smaller RingsIn S. Luzon
GLOBE’S DOMESTIC BACKBONE
Nationwide coverage
Fully protected with
diverse routes
Clusters of fiber loops
100% Owned and
Maintained by Globe
Serves Next Wave Cities for
BPOs
BATANGAS
EXISTING CABLE LANDING EXISTING CABLE LANDING
SITE SITE (NASUGBU)(NASUGBU)
TGN-Intra AsiaTGN-Intra Asia
APCN2APCN2
To HONG KONGTo HONG KONG
To JAPANTo JAPAN
VALEROVALERO
TUGUEGARAOTUGUEGARAO
BALLESTEROBALLESTEROS (Cagayan )S (Cagayan )
EACEAC
To SingaporeTo Singapore
The Underlying Infrastructure – International cable systems
Globe’s “IP Connectivity”
Starhub Verizon
AT&T Cogent
Level 3
GLOBAL
DOMESTICDOMESTIC
GlobeGlobe
AS 4775 AS 18249AS 17894
How are call centers set-up in the Philippines today?
Typical Call Center Set-Up: 1. Using Traditional PSTN/IGF Voice Connection
Typical Call Center Set-Up: 2. Building Private Networks
Private Networks – Point to Point International leased circuits or Global MPLS Networks
INTERNATIONAL PARTNERS
Singapore Global Switch
Hong Kong Mega-I
Japan Shinagawa
Philippines VALERO
TGN-IA TGN-IATGN-IA EACEAC APCN2 EACC2C
ERMC (over-land route)
TEA(over-land route)
USA
Europe (UK) Europe (UK) Europe (UK)
SMW4
Latency approx. 250msLatency approx. 250msLatency approx. 260msLatency approx. 260msLatency approx. 270msLatency approx. 270ms
Typical Call Center Set-Up: Private Network
Typical Call Center Set-Up: 3. Managed Voice Service
Typical Call Center Set-Up: 3. Managed Voice Service
•Turn-key managed voice solution including, local access, international leg, switching and multiplexing, international PoP with PSTN termination and aggregation services•Pay-per-use model with full scalability•Works with existing call center equipment•Fully managed service•On-Demand Traffic Reporting•Industry leading SLAs
Option for Managed Services
Managed PBX Hosted Contact Center Integrated multi-vendor solution
Benefits Vendor – agnostic Flexible business models – can be capex or opex model With After sales support after warranty Scalable offer – expand when you need it Obsolescence-free as you don’t carry the depreciation and can
upgrade after contract without baggage
Revolution in Communications Architecture – Integrated multivendor solution
Flexibly connect users, applications and systems enterprise-wide
EnterpriseNetwork
CollaborationApps Video
AppsBusiness
Apps
AvayaNew York
AvayaLondon
NortelHong Kong
SiemensFrankfurt
Contact CenterMumbai
CiscoRome
Contact CenterChicago
Usersanywhere
AppsIntegratedAvaya
AuraNew York
AvayaLondon
NortelHong Kong
SiemensFrankfurt
Contact CenterMumbai
CiscoRome
Contact CenterChicago
Data CentersData Centers
SIP Trunking
AvayaAura
Case Study : Transcom
Established 1995 The largest geographic footprint in
Europe Over 23,000 employees serving
customers in 33 languages Delivering services from 75 centres in
29 countries Net sales up 5.4% in 2008 to 631.8 M€
(599.2M €)
24% average annual revenue growth since 1999
Listed at the OMX Nordic Exchange.
Main shareholder: the Swedish investment group Kinnevik (Europe’s 8th largest investment company)
Global Footprint
EuropeUnited Kingdom LithuaniaSpain CroatiaGermany PortugalFrance NorwayItaly Czech
RepublicSweden NetherlandsDenmark EstoniaSwitzerland PolandAustria BelgiumHungary SerbiaRomania Latvia
North AmericaCanada U.S.A
South AmericaChile Argentina
AsiaPhilippines China (2009)
Africa Tunisia
Transcom North America & Asia Network Diagram
MANILA
Transcom Asia - Manila
Manila Gateway
Network Solution
-Dual ATM links from Canada to Manila, and Dual MPLS access to our UK switch-Load balanced with seamless failover in the event on link goes down-Redundant design with different local carriers both ends, landing stations, local exchange, building access, etc-Carries both voice and data traffic-3 Class of Services categories with Voice prioritized, critical system traffic 2nd , and non critical traffic in the 3rd class.
ATM Circuits
Transcom Home Agents
Transcom Asia - UK
UK Gateway
MPLS
Transcom North America
Ontario Gateway
St. Catharine’s Ontario
UK
Case Study : Sutherland
23 Years of BPO experiencePresent in 7 countries: Headquartered in the US, biggest in
India,Philippines, Nicaragua, Bulgaria, Canada, Mexico with more than 26,000 employees7 centers in 5 geographic locations in the PhilippinesMore than 9,000 in the PhilippinesBPO Integrated Solutions
Finance & Accounting Insurance Information & Technology Retail Telecommunications
SUTHERLAND’S VOICE NETWORK
In Summary…
The Philippine continues to be the preferred Voice-BPO destination because Abundant & reliable talent Competitive rates Strong support from local industry & Government Good infrastructure
Contact Centers in the Philippines already have a number of options to connect to the world Via Traditional PSTN Via Private Network Via Managed Voice Services
Service Providers are continuously working on finding new technology to improve connectivity and voice quality, to enable the BPO industry serve their clients the best way possible
Grace J. CastilloHead, Enterprise Sales Email: [email protected]: +632 7978008Mobile: +63917 7978008
Thank You