Business Scaling

A Look Into the Business Process Outsourcing (BPO) Industry in the Philippines

A Look Into the Business Process Outsourcing (BPO) Industry in the Philippines

The BPO industry has been a significant contributor to the country's economic growth, with a total of 1.2 million direct employees in 2019 and generating around $26 billion in revenue. As one of the top outsourcing destinations globally, the Philippines is best known for its talented workforce, competitive labor costs, and excellent English language proficiency.

The Future of BPO in the Philippines: Opportunities and Risks

The BPO industry in the Philippines has been providing employment opportunities and contributing significantly to the country's GDP. However, despite its positive outlook, the industry has challenges.

One of the biggest challenges the BPO industry faces is the increasing threat of automation and artificial intelligence (AI) in performing routine tasks. As AI technology continues to improve, it is becoming more and more capable of taking over repetitive tasks that human workers once performed. It poses a risk to the growth of the BPO industry, as many of the services that BPO companies in the Philippines offer involve routine tasks such as data entry and customer service.

However, this challenge also allows BPO companies to adapt and offer higher-value services that require more complex skills. By investing in training their workforce and developing new technologies, BPO companies can differentiate themselves from their competitors and provide services that are more difficult to automate.

Another challenge the Philippine BPO industry faces is competition from other countries, such as India, Vietnam, and China, which are improving their outsourcing capabilities. These countries can also offer lower labor costs, making them more attractive to companies looking to outsource their services.

Despite these challenges, the Philippine government recognizes the importance of the BPO industry and has been supportive in addressing them. The government established the Department of Information and Communications Technology (DICT) in 2016 to push for digital innovation and improve the country's digital infrastructure. It has benefitted the BPO industry and other sectors that rely on digital technology.

Moreover, the Philippines' strong partnership with the United States also opens up opportunities. US companies are some of the biggest clients of the BPO industry, and as they seek to outsource their services offshore, the Philippines is well-positioned to take advantage of this trend.

Today, offshore staffing companies employing Filipino remote workers have emerged. These companies focus on sourcing high-level Filipino professionals with specialized skills, then onboard them to foreign businesses of all sizes: small and medium companies to large-scale enterprises.

Offshore staffing companies like MultiplyMii invest in technology and continues to widen our network to access the Philippines' A+ talent pool. A massive chunk of our hires held managerial, specialist, and strategist roles in some of the biggest companies in the Philippines. Our recruitment and vetting process includes skills and personality tests to ensure we’re getting the right fit for our clients.

Resisting AI or technology is not an option for established remote staffing companies. Instead, they ride it like waves. At MultiplyMii, we focus on employee training and innovation to help Filipino remote workers elevate their skillset. Additionally, we utilize technology to offer seamless hiring, sourcing, and other HR solutions to our clients worldwide.

In a nutshell, while the BPO industry in the Philippines faces challenges such as automation and competition from other countries, there are also opportunities for growth and innovation. By adapting to these challenges and investing in new technologies and skills, the remote work industry can continue to be a significant driver of economic growth in the Philippines.

Top Business Processes Outsourced in the Philippines

The Philippines has emerged as a leading outsourcing hub due to its highly skilled workforce, favorable business environment, and cost-effective solutions.

One of the main reasons the Philippines is a preferred outsourcing destination is its wide range of services. Some of the top business processes outsourced in the country include:

  • Customer Service: The Philippines is known for its excellent customer service, which is why it is a top choice for companies looking to outsource their customer support operations. Filipino customer service representatives are highly skilled, courteous, and proficient in English, making them ideal for handling customer inquiries, complaints, and other related tasks.

  • IT Support: The country's IT industry is rapidly growing, and many global companies are taking advantage of the Philippines' pool of talented IT professionals. Some IT functions you can outsource to the Philippines are software development and programming, data processing, cybersecurity services, systems administration, and AI learning.

  • Finance and Accounting: The Philippines is also a popular destination for outsourcing finance and accounting services. The country has many qualified accounting professionals who can handle various tasks such as bookkeeping, payroll processing, and financial analysis.

  • Healthcare Support Services: The Philippines is also a preferred outsourcing service provider for healthcare support services. The country has many healthcare professionals proficient in medical transcription, medical coding, and other related tasks.

Moreover, the Philippines specializes in non-voice services such as animation, creative design, and software development. The country has a vibrant creative industry that caters to various global clients.

Aside from its skilled workforce, the BPO industry in the Philippines is highly regulated, and companies must adhere to strict data privacy and security standards. The passage of laws such as the Data Privacy Act and the Cybercrime Prevention Act ensures that customer data and sensitive company information are protected. This regulation strengthens the BPO industry's image as a safe and secure outsourcing destination for global businesses.

Your offshore staffing partner will ensure that you adhere to these laws, especially the Philippines' labor code. Therefore, choosing the right partner who can guide you through every step of hiring a remote Filipino worker is essential. MultiplyMii is one of the many remote staffing companies that assign a dedicated account manager to oversee everything from recruiting talent to onboarding and even retaining your outsourced or existing in-house employees.

How Offshore Staffing Companies Contribute to the Philippines' BPO Industry

The BPO and remote work industry has been expanding rapidly, thanks to the support of third-party offshoring agencies.

Offshore staffing agencies provide outsourcing services to businesses without operations in the country by hiring remote workers as full-time or part-time employees. These companies have played an essential role in the growth of the BPO industry in the Philippines. They have helped the industry attract more clients from different regions and expand its reach in the global market. In addition, offshoring agencies have helped BPO companies reduce their operational costs significantly.

As business owners, one of the advantages of partnering with offshore outsourcing companies is having access to a vast pool of talented professionals who possess expertise and knowledge that you might not have access to in-house. These agencies have an extensive network of professionals specializing in various fields, including customer service, technical support, creative and strategy, and back-office operations.

Aside from these, offshore staffing companies can also support your business in the following areas:

  • Scalability and Flexibility: Offshore staffing companies can help businesses rapidly scale their operations up or down according to demand. This flexibility is a significant advantage for companies and contributes to the growth of the outsourcing industry.

  • Time Zone Advantage: The Philippines' geographic location provides a strategic advantage for businesses in different time zones, enabling 24/7 operations.

  • Quality Control and Management: Staffing companies also play a crucial role in managing the quality of work delivered by remote employees. They often provide necessary training and conduct performance evaluations, ensuring that the employees meet the standards and expectations of the client company.


The BPO sector in the Philippines will continue to play a significant role in the country's economic growth. The industry has been resilient, adapting to the changing market trends and addressing challenges.

However, there are still more steps that can be taken to ensure the industry's expansion and sustainability, especially in terms of improving the working conditions and career growth opportunities for employees, investing in infrastructure, and exploring new technologies such as automation and AI.

The BPO industry in the Philippines will continue to be a source of pride for the country, bringing in investments and job opportunities while providing excellent service to its clients.

At MultiplyMii, we ensure our team is updated with the latest technologies to create future-proof HR solutions for our clients. From sourcing efficient candidates to retaining top-performing employees, we build Filipino remote teams for scale. Contact us to start hiring offshore professionals!

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