Visaya Knowledge Process Outsourcing Corporation

2019

Asia's Most Promising SMEs

Visaya Knowledge Process Outsourcing Corporation

Asia's Most Promising SMEs

2019

WORDS FROM THE JURY PANEL

Visaya was able to grow from a small, 12-seat company in 2007 to a medium-sized company with just under a thousand employees in ten years. This is testimony to the far-sighted, trend-spotting and capitalizing ability of its management team, and the reason the company has been named a winner in its category.

Words from the winner

Visaya Knowledge Process Outsourcing Corporation

Knowledge is power

And Visaya holds the reins.

Visaya Knowledge Process Outsourcing was established in 2007, and registered in Makati City, Philippines. It is a knowledge process outsourcing company which works with advanced analytical and technical skills and specialized expertise. The company currently has 13 client partners in the manufacturing, electronics, healthcare, real estate, retail, business process, publishing and software industries, within the four verticals of contact center solutions, healthcare information management, finance and accounting management, and information technology solutions.

In order to mine talent, Visaya took a challenger mindset to recruitment, and established its call centers out of major cities in order to tap on human resource potentials situated too far from cities to pursue BPO (business process outsourcing) work. Visaya’s Rural BPO initiative provides jobs, and influences infrastructure growth in rural areas.

Visaya began operations during the global financial crisis in the late 2000, and so is no stranger to economic downturns. In the fast-paced world of the BPO industry, the company is adept at adapting in order to survive and flourish. It wisely chose not to compete head on with multinational industry giants who had the money to attract talent in the tech support or customer service field, and so decided to focus on the healthcare sector. For talent, it drew on the surplus of Filipino nurses and doctors abroad, which fit very nicely into the Filipino sensibility of ‘malasakit’, or caring for others. It was one of the many ways the only 100 percent Filipino-owned BPO company integrates Filipino values into its corporate identity.

As an SME who is focused on becoming a global Filipino brand, the company always has an ear to the ground for the latest trends and market demands, and has developed a vision for service delivery around the concepts of Future Proof and Customer Experience with which it can quickly respond to market demands with improved customer engagement and service solutions through its Continuous Improvement Program (CIP)and Operational Excellence (OE) programs.

Visaya has seen exponential growth in the past few years, which has increased seat count four-fold and doubled client count. When it stared, the company’s target market was only the United States, due to its large outsourcing market. Now other countries have also seen the benefits of outsourcing, which has enabled Visaya to land clients outside its target market, especially China.

Sustainable growth is the most crucial thing for Visaya in the upcoming five years. One of its top priorities is increasing the skillset of all employees through internal and external training programs. The company regularly sends out agent-level employees to seminars sponsored by industry associations, and internally has a department specifically for organizational development. Entry-level employees are require to attend a leadership course called the Visaya Influence Program (VIP) as a way to prepare themselves for promotions, seeing how over 80 percent of its supervisors are promoted from within the organization. In the near future, the company plans to consolidate its learning avenues into one package. Dubbed the Visaya Academy, it will also be offered to non-employees hoping to land a job in the BPO industry. As a family-owned business, the company believes treating coworkers like family is vital for employee retention and goal-setting. Another crucial factor is ensuring salary packages are above industry average to attract new talent and keep existing ones.