Rural BPO in the Philippines a Win-Win Opportunity

Rural BPO in the Philippines A Win-Win Opportunity

Marixi Carlos 22 September 2015

Untapped potential in far flung areas

Jobs are concentrated in Skilled and educated highly urbanized cities individuals need to migrate to the cities to find jobs Helping solve the employment opportunity gap through our corporate citizenship agenda and impact sourcing

Skills to Succeed Impact Sourcing

“We are into impact sourcing because we as an organization and our employees want to do this for the social welfare.” Manish Sharma Global BPO Delivery and Solution Development Lead

Impact Sourcing is outsourcing that Global corporate social responsibility benefits disadvantaged individuals in initiative low employment areas. Aimed to address the global need for As part of our Impact Sourcing skills that open doors to employment initiative, we have established Rural and economic opportunity BPO centers in India and the Target: 3 million beneficiaries by 2020 Philippines

Empowering rural Delivering both business, economic, communities by providing and social growth to clients and high income employment employees opportunities

Initiating a multiplier effect of livelihood generation for the support community

Increased Started the operation headcount to 24 of Accenture in our FTEs for Rural BPO site in Accenture by May 2013 January 2015.

Rural BPO was formally inaugurated last April 29, 2014 during the 10th Anniversary of Accenture Operations (BPO) in the Philippines.

Accenture Operations in the Philippines, in partnership with the Visaya Knowledge Process Outsourcing, established its first Rural BPO site in Tanjay City, Negros Oriental. 1.23M 35 to 40 >100 Negros Oriental FTEs in Rural Population minutes BPO in 2014 away from the central City of Dumaguete

79,098 Tanjay City Population (2010)

Tanjay: 3 private colleges th 4 class producing approximately city 800 graduates in Tanjay

• Order fulfilment and Accounts receivable Finance and Accounting • Sourcing, procurement and Accounts Outsourcing payable • General ledger and Asset maintenance

Contact Center Delivery • Inbound delivery solutions • Outbound delivery solutions Services • Backoffice solutions

Healthcare Information • Medical coding • Revenue cycle management Management • Chart retrievals

• Cloud-based dialer and PABX Information Technology • Database and data analytics Consulting • PHP and .Net development • SAP support

CSR Community Performance Growth • Empowered skilled • Reduced migration to • Low attrition rate • Capacity to grow to individuals through larger urban cities • Low absences and 500 seats better paying and • Significantly tardiness • Accessibility to career-oriented increased the graduates of private employment average household and state colleges opportunities income of employees and universities • 57% of the total within the province number of employees became the breadwinner of the family

Increased Budget for annual travel income by 33%

Opened Generated Payment for personal capital for school savings bank small tuition fees account businesses

Payment for Purchased Generated family private savings for member’s vehicle for home hospital bills the family renovation

Settled Capacity to existing purchase loans personal belongings

“I’d never heard of Rural BPO “With what I am earning with “Working for Accenture before, but because it was in VKPO, I am now the family’s helped me do what I want to Tanjay, my hometown, I took breadwinner; I am able to do which is writing. By a risk [and applied]. It’s pay off old debts, home bills , working here, I was also able amazing to be close to and I can now buy more to send my daughter to a home.” groceries!” private school.”

Venice Manso Hannah Rodriguez Juniet Sayson Officer-in-Charge for HR, Telephone Human Resources Administration Marketing & Communications Operators, RTP-CRP and Seibel

Business Objectives business goals

Together, we can make a difference.

To know more about Rural BPO, you may contact Marixi Carlos [email protected] Jao Ongpauco [email protected]

• In 2007, Visaya KPO began with 7 seats which grew to a 300-seat operation today, under the leadership of Butch Valenzuela. We have facilities in Makati and Tanjay, Negros Oriental.

• 2013, we embarked in a partnership with Accenture on this Rural BPO project. Since then, the experience in Tanjay City has netted the following results:

. Our people in the rural area of Tanjay continue to surprise and exceed the expectations of our clients, partners and other business parties . Excellent comprehension and good analytical skills . Outstanding fluency in written and spoken English . Dedicated to work and to the Rural BPO initiative

Local Small BPO Rural Talent Subcontracting Sourcing and Partner Development

Partner Tanjay Local Accenture Visaya KPO Client Talents

Local IBPAP Colleges

13 Copyright © 2015 Accenture. All rights reserved. Accreditation and certification of the site PEZA-accredited IT building • 5,000 Square Meter Facility Minimum • HIPAA-compliant environment VDI Environment • Data is accessed from Accenture Data Center through virtual desktop that makes the data more secure • Disaster Recovery can be as low as 4 hours Data Privacy

• Capable of complying with background check and information security requirements commensurate with Accenture standards Certifications • Secretary’s Certificate of Compliance to minimum requirements for existing IT Facilities • Environmental Compliance Certificate issued by the Department of Environment and Natural Resources / Environmental Management Bureau • Latest Fire Safety Inspection Certificate • Favorable endorsement from the IT Park developer / operator

Where is our Rural 30 kilometers north of capital Dumaguete City BPO facility in the Philippines? 2010 census population of 79,098 people.

~ 100 seats available What is our current + 150 seats expansion (via 6 months fit-out) seating capacity? + 200 seats expansion

Sales and Marketing Help Desk Functions Lead Generation Back Office Support Collections General Business Processes What are the Customer Care Services Finance and Accounting capabilities of the Survey Writing and Communications Information Research and Design and Layout employees in Verification IT Support Rural BPO? Appointment Setting Medical Transcription Scheduling Assistance Medical Coding Inbound Tier 1 Technical Support Billing and Revenue Cycle

Certifications and Standards

• Increased corporate social responsibility involvement

• Capacity to grow to 500 seats

• Improved skills and capabilities through continuous training

• Low attrition rates and minimal tardiness

• Currently running voice and non-voice work: Back-office, data entry, reports analysis, reports generation, creative writing, journalistic writing, helpdesk support, and outbound sales.