Business Process Outsourcing (BPO) Sector Throughout the Pandemic: Effects on A Philippine-Based Company Catering to Global Businesses

Abstract

The Business Process Outsourcing (BPO) sector is one of the fastest-growing industries in the Philippines. The world’s BPO capital has steadily flourished through the decades, contributing significantly to the country’s growth domestic product and the improvement of other economic aspects. With over 850 registered BPO companies, the industry even has an expected yearly seven- to nine-percent growth, higher than the one foreseen globally. (Rodela 2020). Company D was founded in 1959, offering services in the aviation industry like ground handling, cargo services, and catering services until they adapted into offering services in the travel and hospitality industry covering hotel and airline bookings. To further expand the business, they introduced customer service to cater to their client needs through BPO’s in the Philippines. The call center and business process outsourcing industry expect an average annual growth of 2.7 percent to 3.2 percent until 2022, based on a study by global research firm Everest Group. (Campos 2021).