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Bacolod City, PhilippinesThursday, November 28, 2013
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BPO talents urged to develop
‘higher value chain’ skill sets

Talents in the country's business process outsourcing industry were urged to move up to the higher value chain to meet abrupt changes in the sector.

SAP Asia Pacific Human Capital Management Solution Vice President Raj Sundarason told reporters in an interview during the Asia CEO Forum Wednesday that the country should now address concerns of how to move local BPO industry in the higher value chain.

“The Philippine market must start moving up in the value chain because if somebody is able to change the BPO later a little bit, you (are) going to have a challenge. So I believe now is the time to see BPO in a different view,” Sundarason said.

Sundarason said the Philippines may offer services in the higher value chain by adding domain expertise in the BPO industry, citing the actions of BPO industry in India.

“In India, instead of charging for commodity, which is the voice, maybe you can add some domain expertise to that environment. So today hospitals in the US (United States), take the X-rays in the US. They send the digitized images to India, to hospitals there. The doctors in India do the diagnosis and they do through a conference with the patient. The turnaround is faster, the quality is faster and the willingness to pay is higher,” he said.

He noted that medical services in the BPO industry shall also grow in the Philippines as the country has pools of skilled medical professionals.

“Start thinking of doing BPO services around medical services. You got wonderful doctors, you got wonderful nurses here. Why not go up to that higher value chain?” said Sundarason.

However, the challenge of the local BPO sector now is producing human resources with more competitive skills, according to Sundarason.

He noted that this problem can be addressed if the academe will be able to match the quality of requirements that the industry needs.

“Business today are complex and they are getting more complex. We are already managing (the) 21st Century but we are managing it with 20th Century mindset,” he noted.

Sundarason also cited seven global macro talent trends which are being experienced globally that includes shortage of qualified graduates, educational proficiency, ageing workforce, workforce participation, unwanted turnover, wage inflation, and skills to experience.*PNA

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