Business-process outsourcing

　　業(yè)務(wù)流程外包

　　At the front of the back office

　　走在后臺(tái)服務(wù)的前沿

　　How the Philippines beat India in call centres

　　菲律賓的呼叫中心是怎樣打敗印度的

　　IT S midnight in Manila, and the capital is justwaking up to the start of another working day. Atthe Worldwide Corporate Centre office block,thousands of young Filipinos are crowding into endless open-plan offices. Once seated, theyquickly start answering the questions and calming the frustrations of vexed Americanconsumers beginning their own day on the other side of the Pacific Ocean.

　　在馬尼拉的午夜12點(diǎn)，這座首都城市正慢慢步入第二天工作日。此時(shí)世界管理中心的辦公大樓里，數(shù)千名菲律賓年輕人涌入無數(shù)的開放式辦公室。一坐下，他們就迅速開始工作，對(duì)太平洋彼岸正開始新的一天的憤怒的美國(guó)消費(fèi)者提出的咨詢做出回答，并安撫他們的情緒。

　　These Filipinos are call-centre workers. To outsiders it is hardly a glamorous profession, yetdespite the antisocial hours these men and women have every reason to be as well-motivated and cheerful as they seem. They are well paid and know that they work at theheart of their country s most dynamic industry.

　　這些菲律賓人都是呼叫中心的員工。在外人看來，這不算是一個(gè)光鮮的職業(yè)，然而，盡管他們工作時(shí)間錯(cuò)亂，這些男男女女也有充分的理由可以像他們看上去的那么積極樂觀。因?yàn)樗麄冇泻芎玫氖杖耄⑶抑浪麄冊(cè)谧约簢?guó)家最有活力的行業(yè)中心工作。

　　The rise of what is known as business-process outsourcing in the Philippines has beennothing short of phenomenal. The very first calls were taken in 1997; today the sectoremploys 638,000 people and enjoys revenues of $11 billion, about 5% of the country s GDP.Last year the Philippines even overtook India, long the biggest call-centre operator in theworld, in voice-related services . The country now employs about 400,000 people at callcentres, India only 350,000.

　　在菲律賓，業(yè)務(wù)流程外包的這一行業(yè)的崛起已經(jīng)成為一種現(xiàn)象了。首次出現(xiàn)是在1997年;現(xiàn)在這個(gè)行業(yè)員工達(dá)到638,000人，營(yíng)業(yè)總額達(dá)到110億美元，約占全國(guó)GDP的5%。去年，菲律賓人在話務(wù)服務(wù)上，超越了長(zhǎng)期以來全球最大的印度呼叫運(yùn)營(yíng)機(jī)構(gòu)。現(xiàn)在，菲律賓呼叫中心有400,000名雇員，而印度只有350,000名。

　　The South-East Asian upstart is unlikely ever to surpass the SouthAsian behemoth across the entire range of outsourcing offerings, which alsoinclude all kinds of information-technology services. Yet given the extraordinary growth sofar it is hard to gainsay the Philippines own projection that its BPO industry could addanother 700,000 or so jobs by 2023 and generate revenues of $25 billion. At that point, theindustry would make up nearly a tenth of GDP and be bigger in value than the remittancesfrom the 10m Filipinos working overseas.

　　雖然，東南亞菲律賓的新貴可能永遠(yuǎn)不能通過提供包括各種信息技術(shù)服務(wù)在內(nèi)的全方位外包服務(wù)超過南亞的印度巨頭。然而，鑒于到目前為止的非凡增長(zhǎng)，很難否認(rèn)菲律賓對(duì)業(yè)務(wù)流程外包行業(yè)的規(guī)劃，預(yù)計(jì)在2023年再增加700,000個(gè)工作崗位，收入達(dá)到250億美元。到那時(shí)，整個(gè)行業(yè)的營(yíng)業(yè)額將占全國(guó)GDP的十分之一，產(chǎn)值將超過來自 1千萬菲律賓海外工作者的匯款。

　　As in the call-centre business so far, some of these new jobs will come at the expense ofIndia. Yet India s relationship with the Philippines in back-office work is more complex thanthe numbers suggest.

　　到目前為止，呼叫中心的一些新的就業(yè)機(jī)會(huì)是和印度競(jìng)爭(zhēng)得來的。而印度和菲律賓在后臺(tái)業(yè)務(wù)工作上的關(guān)系也不僅僅只是數(shù)量上的對(duì)比這么簡(jiǎn)單。

　　The main reason for the success of the Philippine call centres is that workers speak Englishwith a neutral accent and are familiar with American idiomswhich is exactly what theirAmerican customers want. Of these, many have taken to complaining bitterly about Indianaccents . As aresult, the Indian firms themselves have been helping to move jobs to the Philippines bysetting up call centres in Manila and other parts of the country. Infosys and Wipro, as well asscores of other Indian firms, now have substantial operations there. And they aren t drawnto Manila by cheap labour. Wages in the Philippines are slightly higher than in India since theFilipino accent commands a premium.

　　菲律賓呼叫中心成功的主要原因是它的工作人員能說不帶地方口音的英文還能使用類似的美國(guó)習(xí)語這恰恰是美國(guó)客戶需要的。對(duì)于這些問題，很多人曾痛苦的抱怨印度口音。結(jié)果，印度公司因?yàn)樗麄冏约旱牟蛔闶沟盟麄儼压ぷ鳈C(jī)會(huì)給了菲律賓馬尼拉以及其他地區(qū)設(shè)立的呼叫中心。現(xiàn)在印孚瑟斯和威普羅，以及其他同等級(jí)的印度公司，也有大量的業(yè)務(wù)在那。而且他們并不是被馬尼拉的廉價(jià)勞動(dòng)力吸引過去的。在菲律賓，因?yàn)閱T工的口音要求，需要支付額外的費(fèi)用，他們的工資比印度人還要高一些。

　　It also helps that the country has a big pool of well-educated workers. The million or soFilipinos who graduate every year have few other options to choose from, besidesemigrating. And working in a call centre is considered a middle-class job .

　　它還為一大批受過良好教育的菲律賓工作者提供了就業(yè)機(jī)會(huì)。每年有大約一百萬的菲律賓畢業(yè)生除了移民沒有什么可以選擇的工作。而且在呼叫中心提供的是相當(dāng)于中等階層的工作。

　　The big question is whether the Philippine BPO industry, having conquered the call-centremarket, can now move up the value chain. To keep growing rapidly-and profitably-it needs tocapture some of the more sophisticated back-office jobs, such as those processinginsurance claims and conducting due diligence. In these businesses, called knowledge-process outsourcing and legal-process outsourcing, India still rules supreme.

　　菲律賓業(yè)務(wù)流程外包行業(yè)已經(jīng)征服了呼叫中心市場(chǎng)，現(xiàn)在的大問題是它是否能提升企業(yè)價(jià)值鏈。要保持快速并且有利的增長(zhǎng)，它需要抓住一些更復(fù)雜的后臺(tái)業(yè)務(wù)，例如一些保險(xiǎn)索賠和盡職調(diào)查。這些業(yè)務(wù)被稱為知識(shí)流程外包和法律流程外包，在這方面印度仍處于領(lǐng)先地位。

　　Integreon offers a glimpse of what the future may hold. The firm occupies just a fewdiscreet, very secure offices. It employs 300 people in Manila, 40 of them lawyers who helpmultinational law firms with litigation. Familiarity with America helps. It makes it very easyfor us to do legal research for American firms, says Benjamin Romualdez, the firm s countrymanager.

　　讓我們看看Integreon公司將會(huì)發(fā)生些什么。這個(gè)公司僅僅只占用了幾個(gè)不起眼的安全的辦公室。他在馬尼拉有300名雇員，其中40人是律師，幫助跨國(guó)的律師事務(wù)所進(jìn)行訴訟。精通美國(guó)訴訟。 它讓我們能夠輕松的對(duì)美國(guó)的公司進(jìn)行法律研究， 該公司的區(qū)域經(jīng)理Benjamin Romualdez說。

　　This sort of operation is new in Manila, but Mr Romualdez expects that he can find the skilledworkers to double his workforce over five years. Western banks have also discovered thePhilippines. JPMorgan Chase now has over 25,000 workers on its own payroll in the country,many of whom do much more than answering phones. The Philippines is set to compete withIndia across the BPO board.

　　這類機(jī)構(gòu)在馬尼拉還是新事物，但是Romualdez先生希望他能找到技術(shù)熟練的員工在未來的五年加倍努力。西方銀行也發(fā)現(xiàn)了菲律賓。現(xiàn)在，摩根大通已經(jīng)有25,000名這個(gè)國(guó)家的雇員，他們中的許多人不僅僅只是負(fù)責(zé)接電話的工作。菲律賓將在BPO峰會(huì)上與印度競(jìng)爭(zhēng)。

　　Business-process outsourcing

　　業(yè)務(wù)流程外包

　　At the front of the back office

　　走在后臺(tái)服務(wù)的前沿

　　How the Philippines beat India in call centres

　　菲律賓的呼叫中心是怎樣打敗印度的

　　IT S midnight in Manila, and the capital is justwaking up to the start of another working day. Atthe Worldwide Corporate Centre office block,thousands of young Filipinos are crowding into endless open-plan offices. Once seated, theyquickly start answering the questions and calming the frustrations of vexed Americanconsumers beginning their own day on the other side of the Pacific Ocean.

　　在馬尼拉的午夜12點(diǎn)，這座首都城市正慢慢步入第二天工作日。此時(shí)世界管理中心的辦公大樓里，數(shù)千名菲律賓年輕人涌入無數(shù)的開放式辦公室。一坐下，他們就迅速開始工作，對(duì)太平洋彼岸正開始新的一天的憤怒的美國(guó)消費(fèi)者提出的咨詢做出回答，并安撫他們的情緒。

　　These Filipinos are call-centre workers. To outsiders it is hardly a glamorous profession, yetdespite the antisocial hours these men and women have every reason to be as well-motivated and cheerful as they seem. They are well paid and know that they work at theheart of their country s most dynamic industry.

　　這些菲律賓人都是呼叫中心的員工。在外人看來，這不算是一個(gè)光鮮的職業(yè)，然而，盡管他們工作時(shí)間錯(cuò)亂，這些男男女女也有充分的理由可以像他們看上去的那么積極樂觀。因?yàn)樗麄冇泻芎玫氖杖耄⑶抑浪麄冊(cè)谧约簢?guó)家最有活力的行業(yè)中心工作。

　　The rise of what is known as business-process outsourcing in the Philippines has beennothing short of phenomenal. The very first calls were taken in 1997; today the sectoremploys 638,000 people and enjoys revenues of $11 billion, about 5% of the country s GDP.Last year the Philippines even overtook India, long the biggest call-centre operator in theworld, in voice-related services . The country now employs about 400,000 people at callcentres, India only 350,000.

　　在菲律賓，業(yè)務(wù)流程外包的這一行業(yè)的崛起已經(jīng)成為一種現(xiàn)象了。首次出現(xiàn)是在1997年;現(xiàn)在這個(gè)行業(yè)員工達(dá)到638,000人，營(yíng)業(yè)總額達(dá)到110億美元，約占全國(guó)GDP的5%。去年，菲律賓人在話務(wù)服務(wù)上，超越了長(zhǎng)期以來全球最大的印度呼叫運(yùn)營(yíng)機(jī)構(gòu)。現(xiàn)在，菲律賓呼叫中心有400,000名雇員，而印度只有350,000名。

　　The South-East Asian upstart is unlikely ever to surpass the SouthAsian behemoth across the entire range of outsourcing offerings, which alsoinclude all kinds of information-technology services. Yet given the extraordinary growth sofar it is hard to gainsay the Philippines own projection that its BPO industry could addanother 700,000 or so jobs by 2023 and generate revenues of $25 billion. At that point, theindustry would make up nearly a tenth of GDP and be bigger in value than the remittancesfrom the 10m Filipinos working overseas.

　　雖然，東南亞菲律賓的新貴可能永遠(yuǎn)不能通過提供包括各種信息技術(shù)服務(wù)在內(nèi)的全方位外包服務(wù)超過南亞的印度巨頭。然而，鑒于到目前為止的非凡增長(zhǎng)，很難否認(rèn)菲律賓對(duì)業(yè)務(wù)流程外包行業(yè)的規(guī)劃，預(yù)計(jì)在2023年再增加700,000個(gè)工作崗位，收入達(dá)到250億美元。到那時(shí)，整個(gè)行業(yè)的營(yíng)業(yè)額將占全國(guó)GDP的十分之一，產(chǎn)值將超過來自 1千萬菲律賓海外工作者的匯款。

　　As in the call-centre business so far, some of these new jobs will come at the expense ofIndia. Yet India s relationship with the Philippines in back-office work is more complex thanthe numbers suggest.

　　到目前為止，呼叫中心的一些新的就業(yè)機(jī)會(huì)是和印度競(jìng)爭(zhēng)得來的。而印度和菲律賓在后臺(tái)業(yè)務(wù)工作上的關(guān)系也不僅僅只是數(shù)量上的對(duì)比這么簡(jiǎn)單。

　　The main reason for the success of the Philippine call centres is that workers speak Englishwith a neutral accent and are familiar with American idiomswhich is exactly what theirAmerican customers want. Of these, many have taken to complaining bitterly about Indianaccents . As aresult, the Indian firms themselves have been helping to move jobs to the Philippines bysetting up call centres in Manila and other parts of the country. Infosys and Wipro, as well asscores of other Indian firms, now have substantial operations there. And they aren t drawnto Manila by cheap labour. Wages in the Philippines are slightly higher than in India since theFilipino accent commands a premium.

　　菲律賓呼叫中心成功的主要原因是它的工作人員能說不帶地方口音的英文還能使用類似的美國(guó)習(xí)語這恰恰是美國(guó)客戶需要的。對(duì)于這些問題，很多人曾痛苦的抱怨印度口音。結(jié)果，印度公司因?yàn)樗麄冏约旱牟蛔闶沟盟麄儼压ぷ鳈C(jī)會(huì)給了菲律賓馬尼拉以及其他地區(qū)設(shè)立的呼叫中心。現(xiàn)在印孚瑟斯和威普羅，以及其他同等級(jí)的印度公司，也有大量的業(yè)務(wù)在那。而且他們并不是被馬尼拉的廉價(jià)勞動(dòng)力吸引過去的。在菲律賓，因?yàn)閱T工的口音要求，需要支付額外的費(fèi)用，他們的工資比印度人還要高一些。

　　It also helps that the country has a big pool of well-educated workers. The million or soFilipinos who graduate every year have few other options to choose from, besidesemigrating. And working in a call centre is considered a middle-class job .

　　它還為一大批受過良好教育的菲律賓工作者提供了就業(yè)機(jī)會(huì)。每年有大約一百萬的菲律賓畢業(yè)生除了移民沒有什么可以選擇的工作。而且在呼叫中心提供的是相當(dāng)于中等階層的工作。

　　The big question is whether the Philippine BPO industry, having conquered the call-centremarket, can now move up the value chain. To keep growing rapidly-and profitably-it needs tocapture some of the more sophisticated back-office jobs, such as those processinginsurance claims and conducting due diligence. In these businesses, called knowledge-process outsourcing and legal-process outsourcing, India still rules supreme.

　　菲律賓業(yè)務(wù)流程外包行業(yè)已經(jīng)征服了呼叫中心市場(chǎng)，現(xiàn)在的大問題是它是否能提升企業(yè)價(jià)值鏈。要保持快速并且有利的增長(zhǎng)，它需要抓住一些更復(fù)雜的后臺(tái)業(yè)務(wù)，例如一些保險(xiǎn)索賠和盡職調(diào)查。這些業(yè)務(wù)被稱為知識(shí)流程外包和法律流程外包，在這方面印度仍處于領(lǐng)先地位。

　　Integreon offers a glimpse of what the future may hold. The firm occupies just a fewdiscreet, very secure offices. It employs 300 people in Manila, 40 of them lawyers who helpmultinational law firms with litigation. Familiarity with America helps. It makes it very easyfor us to do legal research for American firms, says Benjamin Romualdez, the firm s countrymanager.

　　讓我們看看Integreon公司將會(huì)發(fā)生些什么。這個(gè)公司僅僅只占用了幾個(gè)不起眼的安全的辦公室。他在馬尼拉有300名雇員，其中40人是律師，幫助跨國(guó)的律師事務(wù)所進(jìn)行訴訟。精通美國(guó)訴訟。 它讓我們能夠輕松的對(duì)美國(guó)的公司進(jìn)行法律研究， 該公司的區(qū)域經(jīng)理Benjamin Romualdez說。

　　This sort of operation is new in Manila, but Mr Romualdez expects that he can find the skilledworkers to double his workforce over five years. Western banks have also discovered thePhilippines. JPMorgan Chase now has over 25,000 workers on its own payroll in the country,many of whom do much more than answering phones. The Philippines is set to compete withIndia across the BPO board.

　　這類機(jī)構(gòu)在馬尼拉還是新事物，但是Romualdez先生希望他能找到技術(shù)熟練的員工在未來的五年加倍努力。西方銀行也發(fā)現(xiàn)了菲律賓。現(xiàn)在，摩根大通已經(jīng)有25,000名這個(gè)國(guó)家的雇員，他們中的許多人不僅僅只是負(fù)責(zé)接電話的工作。菲律賓將在BPO峰會(huì)上與印度競(jìng)爭(zhēng)。