<strong>Global</strong> Services / www.globalservicesmedia.comB&M <strong>Global</strong> Services Manila, Inc.AdvertorialClient TestimonialsBaker & McKenzie has been a pioneer in theuse of offshoring to reduce the overall cost ofservice delivery to clients and to maintainoperational efficiency. In 2000, the firmestablished the first law firm captive BPOcenter in the Philippines, <strong>Global</strong> ServicesManila (GSM), to initially provide documentmanagement and administrative support tothe firm’s 68 offices.Today, around <strong>50</strong>0 GSM employees are anintegral and growing part of our firm.Theteam provides a broad range of back officeand front line services, with many suchservices operating on a 24/7 basis.This is byfar the largest captive offshore service centerof any global law firm. Our GSM staff workfrom attractive offices in the heart of Manila’smain business district, and they are directlyconnected to the rest of our firm throughtechnology, firm culture and reporting lines.Not only are services delivered typicallyassociated with a BPO setting (IT support,finance support, document support), but thecenter is seen as an ideal location to sourcespecialized staff (law graduates, financialmanagers, and project managers) whobecome individual contributors to theworldwide organization.As a law firm, it is important that our servicecenter staff are Baker & McKenzieemployees, not independent contractorsand/or employees of third-party vendors.This was we are able to maintainconfidentiality and the highest standards ofquality control.The creation of the captive service center inManila has been highly successful becauseof the nature of the Manila labor market.Young and skilled employees are availablein abundance. Moreover, the level ofEnglish proficiency is extremely high.Weare able to source other language skills(currently five languages supported).University trained employees are eager tobuild a career with a professional servicesfirm that offers a global perspective andcareer opportunities. Invariably our localoffices are impressed with the dedicationand energy brought to the table by ourManila service center colleagues.Joeri J. TimpExecutive DirectorB&M <strong>Global</strong> Services Manila, Inc.StarTek, Inc.StarTek, Inc. is a New York Stock ExchangelistedBPO firm that selected the Philippinesas the first operations site in Asia. StarTekspecializes in high value customer caresolutions for the communications andtechnology sectors. Headquartered in Denver,Colorado (US), the company provides theseservices from 19 operational facilities.Wewere impressed with the level of governmentsupport for investors in the Philippines.StarTek completed the construction of a78,000 square-foot facility in Makati City inSeptember 2008.The delivery center has acapacity of 1,100 customer carerepresentatives.We selected the Philippinesfor the state-of-the-art delivery centerbecause of the country’s highly educatedtalent pool, world-class telecominfrastructure, and competitive labor rates.By opening a facility in the Philippines, weare able to provide our clients with theflexibility of a new quality delivery channelfor customer management solutions andback office support. Our Philippine facilityhas been highly successful and is held inhigh regard by our clients.Larry JonesPresident and CEOStarTek, Inc.Wipro BPO, PhilippinesThe Philippines has emerged as a topoutsourcing destination due largely to itsstrong higher education system.Theuniversities supply the industry with highquality human resource whose education is inline with industry needs, spoken English skillsand customer service orientation issignificantly better than other Asianoutsourcing hotspots. Additionally, thePhilippines has a cultural affinity to US clients.The strategic direction of government isanother key factor.The priority and focusaccorded to this industry nationally and theincentive package offered through thePhilippine Economic Zone Authority (PEZA)are significant investment magnets. Mostimportantly, the one-stop facilitation for allregulatory issues through the PEZA isextremely helpful for new entrants.The presence of internationally competitivereal estate, telecom and professionaleducation sectors has been another keycatalyst for the emergence of Philippines asan outsourcing hotspot.The well-structured,transparency and high standards ofprofessional ethics, not to mention, theefficiency and responsiveness, I encounterin my everyday dealings with all ourexternal stakeholders make doing businesshere truly a pleasure.Romit GuptaCountry HeadWipro BPO, Philippines
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