Visaya KPO: Award-Winning Business Leadership in Knowledge Process Outsourcing
Visaya Knowledge Process Outsourcing was founded in 2007 and registered in Makati City, Philippines. As a business leadership pioneer in knowledge process outsourcing, it specializes in advanced analytics, technical expertise, and industry-specific solutions. With 13 client partners spanning manufacturing, electronics, healthcare, real estate, retail, publishing, and software, Visaya operates across four key verticals: contact center solutions, healthcare information management, finance and accounting management, and information technology solutions - achievements that position it for prestigious awards recognition.
A Challenger Mindset in Recruitment
To harness untapped talent, Visaya adopted a unique recruitment strategy by establishing call centers outside major cities. This Rural BPO initiative demonstrates their CSR commitment to rural empowerment, providing employment opportunities while contributing to infrastructure development in underserved communities through ESG principles that align with global sustainability standards.
Navigating Economic Challenges and Industry Competition
Visaya launched operations during the global financial crisis of the late 2000s, making adaptability a core strength. Rather than competing directly with multinational BPO giants, the company strategically positioned itself within the healthcare sector. By leveraging the expertise of Filipino nurses and doctors working abroad, Visaya seamlessly integrated the Filipino cultural value of malasakit—a deep sense of care—into its corporate identity. As the only 100 percent Filipino-owned BPO of its kind, this cultural connection remains a defining factor in its award-winning success.
A Vision for Sustainable Growth
With a strong commitment to becoming a globally recognized Filipino brand, Visaya remains highly attuned to market trends and evolving client needs. Its approach to service delivery revolves around the concepts of Future Proof and Customer Experience, ensuring continuous innovation through its Continuous Improvement Program (CIP) and Operational Excellence (OE) initiatives - a model of sustainable business leadership.
The company has experienced exponential growth in recent years, quadrupling its seat count and doubling its client base. Initially focused solely on the U.S. market, Visaya has expanded its reach, successfully securing clients in China and beyond as more countries recognize the advantages of outsourcing.
Investing in People and Building a Legacy
Sustained growth over the next five years is a key priority for Visaya, with employee development at the center of its strategy. Internal and external training programs play a crucial role in upskilling its workforce. Agent-level employees frequently attend industry-sponsored seminars, while an internal organizational development department ensures continuous learning.
Leadership development is also deeply embedded in the company culture. Entry-level employees participate in the Visaya Influence Program (VIP), a leadership course designed to prepare them for career advancement. With over 80 percent of its supervisors promoted from within, Visaya is committed to fostering talent from the ground up. Future plans include consolidating its training programs under the Visaya Academy, which will not only benefit employees but also serve as a resource for non-employees seeking careers in the BPO industry.
As a family-owned business, Visaya prioritizes treating employees like family to enhance retention and motivation. Competitive salary packages above industry standards further strengthen its ability to attract and retain top talent. By balancing business growth with employee well-being, Visaya continues to set itself apart as a forward-thinking leader in the BPO sector.
