Think Philippines, think call centres, bookkeepers, virtual assistants, and data entry. But that is yesterday. Today you need to think about financial analysis, business intelligence, software development, and engineering.
The outsourcing industry has a name for this shift in emphasis from low-skilled to high-skilled roles. Lower-skilled roles are seen as more traditional, falling into a category called Business Process Outsourcing (BPO). Higher-skilled roles are seen as an emerging market, known as Knowledge Process Outsourcing (KPO). The combined value of both the BPO and KPO markets is around USD 325 billion according to Grand View Research, a credible source often quoted in the world’s media. BPO accounts for around 80% of it and is growing at about 9.6% a year. KPO is growing even faster at around 17%. What this means is that KPO is something business owners are starting to take seriously.
“While the traditional BPO market is certainly still growing, there is a clear shift in emphasis towards knowledge process outsourcing,” said Chris Moriarty, CEO of Flat Planet. “The question is why? “There are a number of dynamics at play, but ultimately the market is driven by business owners who make decisions in the best interest of their businesses. Clearly, there is an increasing emphasis on the benefits of high-value talent for any business.”
“It is a tough and super competitive market across all industries,” said Moriarty. “No matter what industry you are in, your business needs to be in shipshape condition to survive and for that, you need really great, highly skilled people.”
Apple is a great example, not just because it is the world’s number one company by market value. Founder Steve Jobs said that the secret to his success at Apple was that he went “to exceptional lengths to hire the best people in the world.”
“Imagine how great your business could be if you had access to the talent that you might not otherwise be able to reach for,” said Moriarty. “For every business, there would be so many ways to build a better business if you had access to the right talent.”
“Dashboards were the big opportunity I saw,” said Moriarty. “Business intelligence and Power BI people can be so hard to find and so expensive as to be out of reach in markets like Australia, but by tapping into the Philippines and Vietnam, the skill set becomes accessible.”
Business intelligence and dashboards offer two great benefits, the most powerful of which is not the most obvious.
“Sure, dashboards give you instant visibility into whatever metric you are tracking and that can help with decision-making and also give you a more intimate feel for the progress of the business,” said Moriarty.
But the real power of business intelligence is the discipline required to make all those reports happen. “Dashboards demand that all the business processes that drive data through your business happen accurately and on time,” said Moriarty. “Yes, dashboards give you information, but what they also tell you is that your discipline is holding in place and stuff is happening as it should.”
“If a dashboard breaks down or even if there is a sudden movement in a series, you can instantly see that discipline has broken down and you can deal with it. It creates a highly visible accountability across the business.”
But it is not just business intelligence and PowerBI talent that you can reach for.
With access to the correct talent, all sorts of outcomes are possible. For example, what about a special ‘white glove’ service for your most valuable clients? Can you improve staff engagement and other cultural outcomes by creating a stronger HR department? Can you make more sales and generate more leads by having specialised skills in your marketing teams?”
Building out a business in the modern hyper-competitive world requires so many specialised skills in a wide array of niche specialisations. Having access to these highly prized skill sets is the key driver of the boom in the KPO industry.”
About Flat Planet:
Established in 2010, Flat Planet® is a family-owned, Australian-operated leading provider of high-value outsourced staffing solutions. Connecting businesses worldwide with skilled talent in Southeast Asia, offering a competitive edge through cost-effective, high-quality staffing solutions. With offices in the Philippines, Vietnam, and Malaysia, we employ over 400 staff serving global clients. Our state-of-the-art infrastructure and blend of local and Australian management practices ensure excellence in service delivery. At Flat Planet, we’re committed to creating pathways to a brighter future – not only by providing businesses access to a globally competitive workforce but also by supporting initiatives like our Gift of Life project, which funds critical heart surgeries for children in need.
For more information on how Flat Planet can empower your business while making a positive impact, visit flatplanet.com.au or email us on info@flatplanet.com.
