The Outsourcing Week in Review: Wednesday, March 18, 2020

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The Philippines outsourcing industry has spent the past week racing to adapt to the dramatic developments at home and abroad to fight the coronavirus pandemic. In the Philippines, top industry players such as Wipro and Infosys are rapidly implementing a host of measures to minimize the impact of the COVID-19 pandemic. These include travel restrictions and work-from-home policies. The Philippines BPO Industry Employees Network, a lobby group of BPO employees, in an effort to curb COVID-19 transmission, has urged call center companies to stop the practice of allowing workers to share headsets. See full articles below.

>>> GET THE COVID-19 BUSINESS & LEGAL FAQ: Critical advisories & explainers for BPO & businesses in the Philippines

Emergency measures in New York State could have an impact on Philippine call centers: the NY State, now placed under state of emergency, has banned telemarketing companies from making any unsolicited sales calls to anyone within the region.

The IT & Business Process Outsourcing Association of the Philippines (IBPAP) has said that it has secured authorization from economic zone regulators to allow BPO workers to work remotely. Legal advisers are also reminding companies to check their service and sales contracts. The standard boilerplate clause in most contracts regarding “force majeure”- which relieves a party from liability for non-performance if circumstances beyond the party’s control prevent it from fulfilling its obligations – may now apply.

The IBPAP announcement follows the bad news that Deloitte Philippines, one of IBPAP’s member firms, has reported a case of COVID-19 infection. The Manila building, Six/NEO, in which Deloitte was based, was also occupied by other BPO companies and multinational firms, and has since been shut down.  Tragically, more cases of infection are likely to follow. With the Provinces in Luzon now in lock-down the Philippine government is being urged to quickly introduce measures to relieve the burden on businesses caused by COVID-19 containment measures, says the National Economic and Development Authority. Socioeconomic Planning Secretary Ernest M. Pernia has recommended that the government also assist by cutting red tape and extending financing options to micro and small enterprises. Industry groups have asked lawmakers to include in Senate Bill (SB) 1357, PHP5 billion (US$98 million) structural adjustment fund to support the information technology and business process outsourcing.

Meanwhile vigorous business continues to take place despite the country’s temporary lock-down measures. Companies need to outsource as much as ever before. BPO firm Datamark said that for most companies cost is still the major factor in their final decision to outsource, but having the right systems and teams in place is becoming a greater focus. Financial services firm Payoneer has been named as one of the 2020 Forbes Fintech 50, a ranking of the world’s most innovative fintech firms. Payoneer has been energetically developing the Philippines market into one of its most dynamic, offering services well matched for the country’s vibrant freelance and overseas workers’ markets.

BPO firm VXI Global Solutions has announced a collaboration with Automation Anywhere, a robotic process automation firm that allows it to utilize Automation Anywhere’s RPA products and technology to upgrade its service offerings. The University of Sto. Tomas has said it is partnering with Huawei Philippines to offer a comprehensive, worldwide-recognized professional certification systemAccenture continues to build its cybersecurity capabilities with the acquisition of consultancy Context Information Security for an undisclosed amount. An ex- Accenture high flier, Omar Abbosh, is among the frontrunners for the CEO position at Wipro, according to sources interviewed by the India Times.


Wednesday, March 18, 2020



17 March 2020

  • Coronavirus shuts down telemarketing in New York – read article…
  • Force majeure declarations may help BPOs allay effects of virus – read article…

16 March 2020

13 March 2020

  • Stop Sharing Headsets, Call Center Firms Urged – read article…
  • Gov’t Should Relax Rules To Help Firms Deal With Covid-19 – read article…
  • Lawmakers OK Bill Lifting Foreign Ownership In Telcos, Transport – read article…

12 March 2020

11 March 2020

10 March 2020

Read more Inside Outsourcing Newsletters here:

  1. The Outsourcing Week in Review: March 11, 2020
  2. The Outsourcing Week in Review: March 25, 2020

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