BPO merger eyeing more centers in RP

BAGUIO CITY — ClientLogic and Sitel, two of the world’s leading business process outsourcing firms which have banded together, see bright potentials in the country as they plan to build more centers, including a number in Northern Luzon, in the coming years.

The two companies formally announced here last week their merger and their plan to join the competition in this resort city.

According to the Bangko Sentral ng Pilipinas, BPO is the third biggest earner of foreign exchange, generating some P3.6 billion.

"There is so much potential in the Philippines," said Dan Reyes, country manager of the combined entity that will retain the Sitel name.

Sitel now has three centers in the country and four more will be put up soon, he said.

"Aside from making good business sense, the merger is also seen as a good match between two companies with similar corporate cultures and synergistic company goals," Sitel’s Rod Spires said.

With the merger, Sitel will have about 65,000 employees across 28 countries. ClientLogic had been a locator at the Export Processing Zone along Loakan Road here.

"It’s more likely that the new company will be a blended product of the previous companies’ talents, creating a cohesive and experienced workforce. This ensures that clients will not have a difficult time with the transition, and that as many of both companies’ current workforces are maintained," Reyes said.

For his part, David Garner, president and CEO of the company, touted Sitel as one of the largest providers of customer care and transaction processing services in the BPO market.

"As companies increasingly turn to trusted BPO partners to manage their customer care and transaction processing needs, qualities like adaptability, a large menu of services, a deep bench of expertise and expansive geographic reach are the requirements," he said.

Reyes said they now provide services to American firm AT&T and an airline account in Hawaii, among other clients in the Americas, Middle East and the Asia-Pacific.

Not only has the merger resulted in a company that has revenues of over $1.8 billion, but also an entity with the most diverse client base and service offerings and one of the largest geographic footprints in the BPO industry, Reyes said.