Arvato accelerates global BPO growth with Manila expansion
London and Manila, Philippines. Business process outsourcing (BPO) partner Arvato is increasing investment in its Manila operations to support multimillion-dollar BPO programs for some of the world’s leading brands. Arvato has already increased its highly skilled workforce in the region by 50% in the last six months. The expansion plans will enable a 50% growth in headcount over the next 12-18 months and revenue growth of up to 25% over the next three years from the region.
This investment supports Arvato’s strategy of providing secure infrastructure, high-quality dedicated client teams, and best practice frameworks for global organizations seeking to align and standardize processes for their global customer base.
Arvato has developed its Manila presence over the last four years to provide multi-lingual, multi-geographic, 24/7 support across a range of services, including revenue processing, query management and customer services. To meet client requirements, the site provides a secure Payment Card Industry (PCI) compliant environment with the latest security technologies and features, and is International Standard on Assurance Engagements (ISAE) No. 3402 audited.
Client programs serviced from the site include Arvato’s global contract-to-invoice partnership with Microsoft, which processes 90% of the company’s global revenues as part of a five-year, $200 million contract with the objective to deliver a market-leading experience for Microsoft’s partners and customers.
“arvato’s site in Manila is only Microsoft’s second offsite facility in Asia,” explained Mark Stanley, Director, Global Programs and Service Delivery, Microsoft. “We consolidated services from multiple sites into Manila, and it was up and running in record time. The move has helped provide us with a high-quality, low-cost option while maintaining our complex regulatory compliance requirements. We look forward to continued success from the region.”
According to Gillian Joyce Virata, Senior Executive Director, Business Processing Association of the Philippines (BPAP), the IT-BPO industry in the Philippines grew 24% in 2011 to generate over US$11 billion in revenue and employment of an estimated 640,000 professionals. Key to the industry’s continued growth is the country’s highly skilled labor force and factors such as business environment and infrastructure. “Industry leaders such as Arvato are paving the way for the delivery of innovative, high-value services from the Philippines. The company’s commitment is a testament to the business potential and level of talent available in the country,” Virata said.
“Our Manila location provides organizations with a highly skilled, flexible and reliable workforce combined with a secure, high-spec infrastructure that can be mobilized in days, not months,” said Debra Maxwell, Country Manager, Philippines and Global BPO Director, Arvato. “Expanding our capabilities in Manila enables us to grow our partnerships with existing clients, as well as provide a compelling proposition for organizations looking to reduce costs and standardize global operations.”
About Arvato UK & Ireland
Arvato is a trusted global business outsourcing partner to the private and public sectors in the UK. With more than 50 years of experience in outsourcing, Arvato combines expertise in business process outsourcing (BPO), finance services, contact centres, loyalty and customer retention, supply chain solutions, and public sector and citizen services to deliver innovative, individual solutions. Arvato has long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients. It is a subsidiary of Arvato, an internationally networked outsourcing provider with over 60,000 people employed in over 270 subsidiaries across 35 countries worldwide. Arvato has annual revenues of approximately €5bn contributing nearly a third of the Bertelsmann group annual revenues of over €15bn. For more information, visit www.arvato.co.uk