Post on 05-Jul-2015
E-Services Industry-Academe Summit
June 14, 2005Hotel-Intercontinental Manila
Agenda
Industry Overview Human Resource Profile per Sector Human Resource Challenges Current Programs to Address Challenges
Contact Center Business Processing Animation Medical Transcription Engineering Design Software Design
Contact Center Overview
A contact center is an umbrella term that refers to reservations centers, help desks, information lines or customer service centers, regardless of how they are organized or what types of transactions they handle. In its most sophisticated form, the term refers to a voice operations environment that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based services.
As of 1 st Quarter, 2005 Total Seats: 45,000 Total Employees: 72,000 Estimated Revenue in 2004: US$ 800 M Projected Growth in 2005: 50% to 70%
Contact Center HR Profile
Excellent English communication skills Customer service propensity College education Sales orientation Computer and internet savvy Flexibility / Willingness to work in shifts Right culture and motivational fit
Contact Center HR Challenges
Increasing demand for qualified front-line agents High mortality rate of applicants Attrition rate and retention rate of employees Need for English proficient people
Contact Center Programs
Organization: CCAP Contact Center course/module developed Company partnerships with Universities Contact Center orientation and awareness
campaign in Universities and Schools Development of provincial locations as contact
center hubs English language campaigns Job fairs / provincial tours and recruitment
Business Processing: Overview
Business process servicing or outsourcing refers to the increasing trend of relocating entire business back office functions to either self-owned or third-party service providers, typically in low-cost locations. Philippines’ advantages as a Business Processing destination:
Time Zone Strategic location in Asia Availability of prime yet low-cost real estate Cost-competitive telecommunications / business infrastructure Expatriate-agreeable lifestyle IT-supportive policies and incentives
Business Processing: HR Profile
Excellent English communication skills IT proficiency Multicultural adaptability High degree of trainability Customer service orientation Flexibility Superior work ethic Domain knowledge in specific business process
(Accounting, HR, Insurance, etc)
Business Processing: HR Challenges
High demand for qualified labor pool Attrition rate Competition with ‘traditional’ companies Perception that English proficiency is not a
requirement
Business Processing: Programs
Organization: BPA/P HR development initiatives mostly done
through in-house or company specific programs
Animation: Overview
Animation is the technique in which each frame of a film or movie is produced individually, whether generated as a computer graphic, or by photographing a drawn image, or by repeatedly making small changes to a model and then photographing the result with a special animation camera. When the frames are strung together and the resulting film is viewed at a speed of 16 or more frames per second, there is an illusion of continuous movement. Generating such a film is very labor intensive and tedious, though the development of computer animation has greatly sped up the process.
Total animation studios in the country: 23
Animation: HR Profile
World-class talent Boundless creativity English proficiency Ability to comprehend concepts and storylines Exposure to different cultures Speed in delivering drawings / output
Animation: HR Challenges
Availability of animators in the country Philippine animators seeking job opportunities
abroad Skills and manpower development Animation training / schools Financial support
Animation: Programs
Organization: Animation Council of the Philippines Inc. (ACPI)
Competition in Multimedia schools (Ateneo de Naga winning 1st place – sending students to France for animation training)
Exploring a partnership with the University of Makati to set up and industry-backed training facility
Medical Transcription: Overview
Medical Transcription (MT) means accurately and swiftly interpreting/ encoding electronically the oral dictation of physicians and other healthcare professionals regarding patient assessment, workup, therapeutic procedures, clinical course, diagnosis, prognosis, out-patient follow-ups, etc. in order to document patient care and facilitate healthcare services. These documents eventually become part of patients’ permanent files.
Total MT Firms: 30 Total MT Firms that are MTIAPI: 27 Total MT Schools: 9 MT Professionals: 3,000 employed Performance Level: 98 – 99% accuracy rate, turnaround time of 12 to 24 hours
Medical Transcription: HR Profile
College education: Medical / Science courses Above-average knowledge of English punctuation
and grammar Excellent auditory skills Advanced proofreading and editing skills Versatility in use of transcription equipment and
computers High degree of trainability Customer service orientation
Medical Transcription: HR Challenges
Availability of trained manpower Medical professionals seeking job opportunities in
other countries Training institutions offering medical transcription
courses Length of MT training before becoming productive Resistance to off shoring and outsourcing from
American industry
Medical Transcription: Programs
Organization: Medical Transcription Association Industry Association of the Philippines Inc. (MTIAPI)
Policies / Regulations to MT standards
Engineering Design: Overview
Total Number of Licensed Professionals: 75,000+ (Year 1995 to 20000 Total Number of Construction Workers: 1.5 M
Engineering design services in RP can be Engineering design services in RP can be categorized as:categorized as:
1) In-House1) In-House2) Subcontracted/Outsourced by clients2) Subcontracted/Outsourced by clients
Engineering Design: HR Profile
College Education (Basic Engineering Courses)
English proficiency Competitive Computer proficiency
CAD
Software Development: Overview
Software engineering is the practice of using selected process techniques to improve the quality of a software development effort. This is based on the assumption, subject to endless debate and supported by patient experience, that a methodical approach to software development results in fewer defects and, therefore, ultimately provides shorter delivery times and better value. The documented collection of policies, processes and procedures used by a development team or organization to practice software engineering is called its software development methodology (SDM) or system development life cycle (SDLC).
Total software development firms: 300 Total IT professionals: 10,000 Export Revenue in 2004: US$ 186 M
Software Development:HR Profile
College education: IT related courses Technical and analytical skills Business skills English proficiency Certification: CMM
Summary
The Philippines can excel in all of the e-Services sectors
English proficiency is required by all sectors Contact Centers have the highest demand, but is also
more advanced in terms of Human Capital Development
Areas of opportunity for employing large numbers of workers: Business Processing, Medical Transcription
Niche area for creative talent: Animation Leveraging on our level of IT and Technical
proficiency in Software Development and Engineering Design
Thank You