ServiceSource opens first facility in PHL

By Roderick L. Abad / Contributor

KNOWLEDGE-process outsourcing (KPO) company ServiceSource officially opened on Monday its first office in the Philippines, which is expected to serve its growing clientele globally.

Located at the Net Park building in the Bonifacio Global City in Taguig, the new center marks the company’s 11th location worldwide and fourth in the Asia-Pacific and Japan (APJ) region, following its expansion in Singapore, Kuala Lumpur and Yokohama.

Initially, around 100 KPO workers have been employed here since the start of its operations in January this year.

The company is set to fill up about 50 vacant positions to reach a headcount of 500 by end-2016, ServiceSource COO Brian Delaney said.

“The talent pool here is tremendous for us to support Australia, New Zealand, North America and other markets across the world. So this global delivery and sales center is going to be able to support our customers all over the world,” he said.

ServiceSource provides business-to-business companies with expert, technology-enabled solutions and practices proven to grow and retain revenue from existing customers.

With a holistic approach to the entire revenue lifecycle management (RLM), its solutions help companies drive customer adoption, expansion and renewal.

Because KPO is a higher value sector than business-process outsourcing (BPO), Service-Source Vice President for Managed Services James Keating said they are tapping talents who want to move beyond the field.

“The employees we’re attracting are people with four to five years [of work] experience. The average tenure right now at direct level is 5.6 years and at the manager level, [it’s] nine-and-a-half years. There are 400,000 qualified candidates currently in the BPO space. So we take those candidates that have been there for three to five years looking for that next step in their career,” he said.

“Since we’re giving 25 percent to 30 percent higher salary than the BPO average [salary], this is the place for them,” he said.

At present, ServiceSource brings to market more than 15 years of focus on customer success and revenue growth, global deployments across 40 languages and 150 countries, and purpose-built RLM technology platform.

In 2015 the global leader in customer and revenue lifecycle solutions generated revenues of around $252 million for itself and $8.4 billion for clients across the globe.

With 3,000 employees—of which 1,000 are in APJ—ServiceSource CEO Christopher M. Carrington said the region accounts for a third of its global revenue, or about $70 million to $80 million.

“We believe that can double or triple since our current company today is located right here in the Philippines,” he said.

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Roderick L. Abad graduated from Pamantasan ng Lungsod ng Maynila, with a degree course in Bachelor of Arts in Mass Communication. He has 12 years of journalism experience, starting as a Special Features Writer in a major daily newspaper. In 2006, he moved to the BusinessMirror in the same capacity and, eventually, became a beat reporter. To his credit, he was a finalist in the 2011 Holcim Journalism Awards for Sustainable Construction and the 2013 Lasallian Scholarum Awards. He remains affiliated with the BusinessMirror as a contributor.