Telus sees robust growth in IT, contact center businesses in Phl

MANILA, Philippines - Telus International Philippines (TIP), a Philippine-based outsourcing company, expects its information technology operation business to grow 50 percent and its contact center business to expand 20 percent this year, a top company official said.

Telus International vice-president for global operations Paul Egger said they are expecting the number of employees in their IT server business to grow by 50 percent from the current 300, with the revenues from this unit growing by the same amount.

For their contact center operation, which accounts for about 85 percent of TIP’s revenues, Egger revealed that they are projecting a 20 percent growth both in terms of the workforce and in terms of revenues.

TIP was recently awarded the International Organization for Standardization (ISO) 20000 certification, making it one of the few companies in the Philippines that has been recognized for best practices in IT service management.

“We are extremely pleased to have been recognized with the ISO 20000 certification. It confirms and highlights our ability to deliver world-class services. This recognition not only shows our clients our commitment to quality, it demonstrates the capacity of Philippine-based companies and their team members to meet and exceed global standards of IT service delivery,” Telus International president Jeffrey Puritt said.

For his part, Egger pointed out that becoming one of the handful of ISO 20000 certified companies in the Philippines is an achievement that truly differentiates Telus in the industry.

ISO 20000 certification recognizes companies that demonstrate best practices in IT-based management and services. The benchmark guarantees that companies can attain evidence-based standards to constantly improve their delivery of services.

Egger said aside from their three locations in Metro Manila, they are planning to add one more. “We have always been focused on Metro Manila but we are open to locating in other areas in the country,” he added.

He also revealed that their core focus for 2011 will continue to be the contact center business although the IT operation and business process outsourcing “are areas with enhanced opportunity for retun on capital.” Last year, Telus grew its IT services by 100 percent and increased its workforce in this area from 175 to 300.

Egger also emphasized that the availability of communication skills in the Philippines remains unmatched.