BUSINESS-process outsourcing firm Transcom Holding AB said it would increase its Philippine operations by a third during the next two years to three years.
Mark Lyndsell, the company’s CEO for the English Region, said it will add 6,000 people on its current 9,000 manpower in the Philippines.
Lyndsell said its expansion, however, will involve diversifying in second- and third-tier cities of the country, since Metro Manila is already saturated.
“Our expansion would not be in Metro Manila. We see opportunities to move out into provincial sites,” Lyndsell told reporters at the sidelines of the company’s launch of its lifestyle and wellness facility in its new office along Edsa in Mandaluyong.
The company said it wants to replicate the success it had in Metro Manila in other booming cities of the country. It did not specify which key cities it wants to expand to, and only said it may be in the northern part of Luzon or in other areas of the Visayas and Mindanao.
Transcom already has operations in Iloilo and Bacolod, aside from its Manila operations.
Lyndsell said the country’s skilled graduates put the Philippines in a “good spot” of the global BPO sector, driving the industry’s growth.
The Philippines is home to Transcom’s regional operating headquarters for global English Region which oversees businesses in the Philipines, the United States, Canada and the United Kingdom.
The country already hosts a third of Transcom’s global operations of about 27,000 people across 20 other countries and 33 languages.
Lyndsell explained its move to expand in tier-two and -three cities since these are areas where the Philippines’s “employee value strain” are located.
Despite the ongoing challenges in the BPO environment with the US forcing outsourced operations back into its territory, Transcom remains optimistic of the BPO opportunities in the Philippines, Lyndsell said.
Transcom is a global customer-experience specialist, providing customer care, sales, technical support and collections services throughout its extensive network of contact centers and work-at-home agents.