Good English-speaking skills support the $38.7 Billion Philippine ITBPM Industry and the livelihood of 1.8 Million Filipinos

Enrico (not his real name) works full-time as a customer service agent at the Pasig branch of a Japanese electronics MNC. He graduated in 2021, in the middle of the pandemic, with an engineering degree from a good school. When he and his girlfriend had an unexpected baby, he was "forced" to take on a customer service agent job as there were no entry-level roles for engineers that could cover the expenses associated with a new child. Now three years into this role, he has come to like it.

- By VICTOR R. OCAMPO

Enrico (not his real name) works full-time as a customer service agent at the Pasig branch of a Japanese electronics MNC. He graduated in 2021, in the middle of the pandemic, with an engineering degree from a good school. When he and his girlfriend had an unexpected baby, he was "forced" to take on a customer service agent job as there were no entry-level roles for engineers that could cover the expenses associated with a new child. Now three years into this role, he has come to like it. "I am grateful for this job," Enrico said. "It really helped us survive the last few years. Despite my engineering degree, it was my love for reading and good TV shows that provided me with good English language skills. It helped me pass the Versant English language test that helped me land the job. I just needed to do more training to make my pronunciation better."

Enrico's story is not unique in the thriving landscape of the Philippine IT Business Process Management (ITBPM) industry. This sector, which includes Business Process Outsourcing (BPO), is valued at $38.7 billion and employs nearly 2 million people -- solidifying the Philippines' position as a premier outsourcing destination. The industry's rapid growth can largely be attributed to the exceptional English proficiency of its workforce, a crucial skill for connecting with global clients.