100-HOUR LAUNCHPAD: CEO CHALLENGE

BPO VENTURES
IN THE NEW NORMAL

COMMUNITY WEBCAST

28 APRIL 2020

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GROWTH EXPERIENCE

The IT BPO industry is undeniably one of hardest-hit sectors under the Enhanced Community Quarantine. How should the industry respond to the looming uncertainty caused by the global pandemic?

Andre Yap and Miguel Aranaz of Ignite House are joined by some of the leading minds in the PH BPO industry, including former IBPAP Chair Dan Reyes, CCAP Pres. Jojo Uligan, PSIA Pres. Jonathan de Luzuriaga, ACP Pres. Miguel del Rosario, GDAP Pres. Alvin Juban, and CCAP Board Member Butch Valenzuela, to talk about zones of opportunity in the BPO arena as we enter the New Normal.

The IT BPO industry is undeniably one of hardest-hit sectors under the Enhanced Community Quarantine.
How should the industry respond to the looming uncertainty caused by the global pandemic?

Andre Yap and Miguel Aranaz of Ignite House are joined by some of the leading minds in the PH BPO industry,
including former IBPAP Chair Dan Reyes,
CCAP Pres. Jojo Uligan, PSIA Pres. Jonathan de Luzuriaga,
ACP Pres. Miguel del Rosario, GDAP Pres. Alvin Juban, and CCAP Board Member Butch Valenzuela, to talk about zones of opportunity in the BPO arena as we enter the New Normal.

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GROWTH LESSONS

6 ACTIONABLE INSIGHTS

6 ACTIONABLE INSIGHTS

for launching BPO ventures
in the New Normal

Be Laser-focused with your Impact

When it comes to identifying zones of opportunity, get to the essence of a particular pain point and deep dive into solving that particular problem rather than being too broad with your vision of impact for your target stakeholder, just like how Jonathan de Luzuriaga framed his From-To Vision of Impact: From employees working in open floor office spaces that pose a threat of contracting COVID-19, to employees working in self-contained workspaces that ensure their health and safety. Normally, BPO offices are set up in such a way that agents are dangerously close to each other given the pandemic, and Jonathan aims to solve this problem by creating workspaces that preserve social distancing.

Let Your Compassion Fuel Your Solutions

While coming up with his own solutions, Butch Valenzuela kept three words in mind; empathy, compassion and love. In Ignite, we believe that we can turn pain into a gift, and channel our compassion for other people’s pains towards actionable opportunities. Answering these questions can give us a purpose-driven framework that drives real innovation and enduring relevance: What pains have I encountered most meaningfully in my own life? How have my pains been a gift—because they allowed me to care deeply? How have my pains moved me to Empathy (knowing the pain of others)? To Compassion (knowing the pain of others and so wanting to act on it)? To Love (knowing the pain of others and so wanting to give the very best in myself to heal their pain)?

True Leaders Act

Business leaders are measured not by punditry or opinion, but by action. Beyond charity, they proactively seek ways to create sustainable value in the midst of crisis, and operationalize team empowerment through Practice x Frequency x Adoption by enough people in their organization.

Digitalize, Digitalize, Digitalize

While the government continues to push for Build, Build, Build, Andre Yap and Jonathan de Luzuriaga believe it is also high time to seriously implement digitalization on a nationwide scale—Digitalize, Digitalize, Digitalize. Just like with BBB, investing on DDD both in terms of infrastructure and building a highly-digitized environment (automated workflows and processes) can bring in more business and job opportunities. With the help of its existing capabilities, the BPO industry can take an active role in pushing and fostering this national DDD agenda.

Learn from (and solve for) other Industries

Organizations can take what’s working in industries outside their core, and adopt best practices by tailor–fitting it into the realities of their own industry. Alvin Juban points out how this strategy could work in order to continue the learning of student game developers while we’re all still on lockdown. He proposes that since lessons vary per school, academe members from different institutions can look into which projects work for the students, and other schools can apply the same thing to their own schools and improve on it. Additionally, since this problem transcends industries, they can market their solution to other sectors, essentially turning it into a larger business opportunity.

Build Stronger Culture

One of Jojo Uligan’s pain points is the behavior of some workers in the BPO industry, much to Andre’s surprise, “So you’re saying that beyond business continuity and infrastructure, there’s a deeper problem of culture within the BPO workforce?” While Jojo sees a huge opportunity in upskilling people, he thinks it is equally important—if not more important—to instill in them the right attitude. When employees have the right mindset, they will be less prone to complaining or making excuses, and feel more accountable to the survival and growth of their company.

ZONES OF OPPORTUNITY