E-Services Industry-Academe Summit

June 14, 2005Hotel-Intercontinental Manila

Agenda

Industry Overview Human Resource Profile per Sector Human Resource Challenges Current Programs to Address Challenges

Contact Center Business Processing Animation Medical Transcription Engineering Design Software Design

Contact Center Overview

A contact center is an umbrella term that refers to reservations centers, help desks, information lines or customer service centers, regardless of how they are organized or what types of transactions they handle. In its most sophisticated form, the term refers to a voice operations environment that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based services.

As of 1 st Quarter, 2005 Total Seats: 45,000 Total Employees: 72,000 Estimated Revenue in 2004: US$ 800 M Projected Growth in 2005: 50% to 70%

Contact Center HR Profile

Excellent English communication skills Customer service propensity College education Sales orientation Computer and internet savvy Flexibility / Willingness to work in shifts Right culture and motivational fit

Contact Center HR Challenges

Increasing demand for qualified front-line agents High mortality rate of applicants Attrition rate and retention rate of employees Need for English proficient people

Contact Center Programs

Organization: CCAP Contact Center course/module developed Company partnerships with Universities Contact Center orientation and awareness

campaign in Universities and Schools Development of provincial locations as contact

center hubs English language campaigns Job fairs / provincial tours and recruitment

Business Processing: Overview

Business process servicing or outsourcing refers to the increasing trend of relocating entire business back office functions to either self-owned or third-party service providers, typically in low-cost locations. Philippines’ advantages as a Business Processing destination:

Time Zone Strategic location in Asia Availability of prime yet low-cost real estate Cost-competitive telecommunications / business infrastructure Expatriate-agreeable lifestyle IT-supportive policies and incentives

Business Processing: HR Profile

Excellent English communication skills IT proficiency Multicultural adaptability High degree of trainability Customer service orientation Flexibility Superior work ethic Domain knowledge in specific business process

(Accounting, HR, Insurance, etc)

Business Processing: HR Challenges

High demand for qualified labor pool Attrition rate Competition with ‘traditional’ companies Perception that English proficiency is not a

requirement

Business Processing: Programs

Organization: BPA/P HR development initiatives mostly done

through in-house or company specific programs

Animation: Overview

Animation is the technique in which each frame of a film or movie is produced individually, whether generated as a computer graphic, or by photographing a drawn image, or by repeatedly making small changes to a model and then photographing the result with a special animation camera. When the frames are strung together and the resulting film is viewed at a speed of 16 or more frames per second, there is an illusion of continuous movement. Generating such a film is very labor intensive and tedious, though the development of computer animation has greatly sped up the process.

Total animation studios in the country: 23

Animation: HR Profile

World-class talent Boundless creativity English proficiency Ability to comprehend concepts and storylines Exposure to different cultures Speed in delivering drawings / output

Animation: HR Challenges

Availability of animators in the country Philippine animators seeking job opportunities

abroad Skills and manpower development Animation training / schools Financial support

Animation: Programs

Organization: Animation Council of the Philippines Inc. (ACPI)

Competition in Multimedia schools (Ateneo de Naga winning 1st place – sending students to France for animation training)

Exploring a partnership with the University of Makati to set up and industry-backed training facility

Medical Transcription: Overview

Medical Transcription (MT) means accurately and swiftly interpreting/ encoding electronically the oral dictation of physicians and other healthcare professionals regarding patient assessment, workup, therapeutic procedures, clinical course, diagnosis, prognosis, out-patient follow-ups, etc. in order to document patient care and facilitate healthcare services. These documents eventually become part of patients’ permanent files.

Total MT Firms: 30 Total MT Firms that are MTIAPI: 27 Total MT Schools: 9 MT Professionals: 3,000 employed Performance Level: 98 – 99% accuracy rate, turnaround time of 12 to 24 hours

Medical Transcription: HR Profile

College education: Medical / Science courses Above-average knowledge of English punctuation

and grammar Excellent auditory skills Advanced proofreading and editing skills Versatility in use of transcription equipment and

computers High degree of trainability Customer service orientation

Medical Transcription: HR Challenges

Availability of trained manpower Medical professionals seeking job opportunities in

other countries Training institutions offering medical transcription

courses Length of MT training before becoming productive Resistance to off shoring and outsourcing from

American industry

Medical Transcription: Programs

Organization: Medical Transcription Association Industry Association of the Philippines Inc. (MTIAPI)

Policies / Regulations to MT standards

Engineering Design: Overview

Total Number of Licensed Professionals: 75,000+ (Year 1995 to 20000 Total Number of Construction Workers: 1.5 M

Engineering design services in RP can be Engineering design services in RP can be categorized as:categorized as:

1) In-House1) In-House2) Subcontracted/Outsourced by clients2) Subcontracted/Outsourced by clients

Engineering Design: HR Profile

College Education (Basic Engineering Courses)

English proficiency Competitive Computer proficiency

CAD

Software Development: Overview

Software engineering is the practice of using selected process techniques to improve the quality of a software development effort. This is based on the assumption, subject to endless debate and supported by patient experience, that a methodical approach to software development results in fewer defects and, therefore, ultimately provides shorter delivery times and better value. The documented collection of policies, processes and procedures used by a development team or organization to practice software engineering is called its software development methodology (SDM) or system development life cycle (SDLC).

Total software development firms: 300 Total IT professionals: 10,000 Export Revenue in 2004: US$ 186 M

Software Development:HR Profile

College education: IT related courses Technical and analytical skills Business skills English proficiency Certification: CMM

Summary

The Philippines can excel in all of the e-Services sectors

English proficiency is required by all sectors Contact Centers have the highest demand, but is also

more advanced in terms of Human Capital Development

Areas of opportunity for employing large numbers of workers: Business Processing, Medical Transcription

Niche area for creative talent: Animation Leveraging on our level of IT and Technical

proficiency in Software Development and Engineering Design

Thank You