The BPO Challenge: Leveraging Capabilities, Creating Opportunities

Fatima Lourdes E. Del Prado

Working Papers from eSocialSciences

Abstract: There may not be a single standard approach to developing the ICT-BPO sector, the successful experiences of developing countries can provide useful insights and practical lessons for countries contemplating to set up their ICT-BPO service industries. Using data from the Philippines, this paper describes the evolution of ICT-BPO services exports in the country and examines the factors that facilitated its transition from providing low-end contact center services, to back-office operations, and to higher value-added services.

Keywords: ICT; IT-BPO; Services Trade Liberalization; Opportunities; Employment; Job Creation; Capabilities; Primary Industries; Infrastructural Development; Telecommunication; Philippines; value-added services; opportunities; exports; low-end; back-office operations; transition (search for similar items in EconPapers)
Date: 2015-08
Note: Institutional Papers
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