Firm eyes share of knowledge process outsourcing market

A LOCAL outsourcing company aims to get a slice of the market for  high-end outsourcing services known as  knowledge process outsourcing (KPO) by offering personalized services package to  global clients.

Vic Caindic, Northern Worx KPO chief operations officer, said that demand in the outsourcing industry was expected to shift from  mostly voice services like call center agents to  non-voice and  high-end back office services.

Aside from changing the company name from Northern Transcription Work to Northern Worx KPO, Caindic said the firm formed a team to distinguish itself  from  other outsourcing companies through  personalized service packages.

Caindic said that offering more value to an outsourcing service was a  competitive edge.

Mawit Go, chief marketing officer of Northern Worx KPO, said the firm’s move was a way to move forward and meet current demands of the  market, which had become more competitive globally.

“We are not as big  as many other companies in other countries but we believe that through our services we can compete globally and can help create a brand for the Philippine outsourcing industry,” Go said.

The firm’s service packages will include a combination of voice and non-voice services for clients such as customer services calls, feedback surveys, research, and client profiling.

“There is a lot about outsourcing really and most people still don’t understand what outsourcing really is about. In fact, we learned that every month there are 2,740,000 searches in Google for the answer to the question ‘what is outsourcing?’” she said.

Go said the firm launched a web site aimed at increasing awareness of  outsourcing.

“For us who understands what outsourcing is, we can easily talk to clients and make them realize that some of the processes in their operations can actually be outsourced.”

Caindic said the outsourcing industry is expected to still grow robustly despite  recent economic problems in the United States of America and Europe because there are growth opportunities in Australia, Switzerland and in Asia, where the Philippines is  strategically located.

“In Switzerland alone,  labor cost is high so companies there will try and outsource. Asia is a booming region and counties like China are good markets to tap,” she said.