Tags: Outsourcing
By Anna Valmero
MAKATI CITY, METRO MANILA— Global outsourcing firm Automatic Data Processing Inc. (ADP) recently opened its global solution center in the country and executives are optimistic to hire at least 3,000 Filipino agents by 2015.
ADP, which opened its center located at the RCBC Plaza Tower 2 in Makati City, specializes in financial services.
“In the next five months, we aim to have 300 associates from the present 100 and grow that in five years between 2,000 to 3,000 associates based on the skills and productivity of the workforce,” said Craig Spendiff, ADP vice president .
“In my view, the Philippines is certainly the number one destination for services in voice-based outsourcing processes and it has capability in the non-voice arena, too,” he added.
The New Jersey-based company provides a range of financial data services to 550,000 clients and processes paychecks for one in every six employees at the United States. Last year, it registered $9 billion in revenues.
To support its global operations, ADP recently inaugurated its office with 460 seats. Initially, its 100 agents work an eight-hour night shift to offer voice-based payroll and human resources services to US-based Fortune 100 companies.
As it grows its workforce, Spendiff said ADP is bullish to expand operations at the Manila office from eight to 24 hours daily.
“Unlike typical BPO companies, we are focused on fiscal resolutions and so our services our very targeted to meet and assist clients on their financial services targets. Our associates are problem solvers and they do not have employee scripts or drop-down menus to read when solving a client’s problem because no two calls are alike,” he said.
Compared to traditional agents, ADP agents “receive a lower volume of calls” and must undergo a four to six months of training, including industry certifications to apply for a position. At ADP’s Online University, agents receive free education on 5,000 different types of hard and soft skills that they can use on the job or learn based on their interest, he explained.
The continuous learning process and career opportunities at the company contribute to its high agent retention rate, “which translates to better quality of service to clients and a client retention rate of over 90 percent,” he add.
By end of the year, the company will decide if it will expand in its present location or look for build-to-suit facility also in Manila, Spendiff added.
While other BPOs are aggressive in expansions outside the city, the executive said ADP is “not considering” to expand operations outside Metro Manila or into next-wave cities identified by the Business Processing Association of the Philippines (BPA/P).
“There is enough talent and differentiation of skills in Metro Manila so I don’t foresee a need to go into the provinces, yet.”
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You should go to http://www.adp.com and check the career section. I am an ADP associate based in Canada, but that is how I would advise applicants to go.
Can I apply on-line? I am currently working in one of the American companies here in the Philippines but I am interested in the various trainings that you are offering to your workforce. Also, may I know the salary rate and benefits of a Customer Service Representative in your company?
Thanks and more power!