서강대학교

초록/요약

The Philippine business process outsourcing (BPO)industry is poised as one of the significant sectors contributing to the country’s economic growth. Due to the rapid development of information and communication technology (ICT) in the past decade, the industry constantly boasts of double digit growth rates in revenue and manpower. However, as demand for outsourcing decelerated during the 2008 Global Financial Crisis (GFC), the industry faced its first major challenge. This research explores the Philippine IT-BPO industry’s performance during the crisis by assessing the post-crisis results of the industry’s targets and strategies. The study identifies and analyzes the factors that contribute to the sector’s resilience and robust growth during the recession and concludes that offshored services can maintain short to mid-term growth but in the long-term, face major challenges with respect to innovation and talent sustainability. More importantly, the research emphasizes the central role of the Philippine government in the decision-making and policy-reform process that is essential in developing the Philippines into a BPO center of excellence