Organizing businesses the world round

Starting off in 2004 as a Filipino company providing contact solutions, moving into legal transcriptions shortly after (ScopeWorks Asia), and then acquiring Australian salary packaging administration company SmartSalary Pty, Paxys is today a global holding investing in business process outsourcing (BPO) companies and related sectors within the Asia Pacific region. It also provides management and services such as human resources, finance and business development through its subsidiary Paxys Global Services.

The first call center to be listed on the Philippine Stock Exchange, Paxys recently jointly incorporated two new centers, Stellar Global Solutions Philippines (with the Stellar Group of Australia) and WNS Philippines (with WNS Holdings of India). Paxys also provides information technology and software systems through its Global Idealogy Corporation (GIC), with offices in Singapore, the Philippines and Malaysia, which offer services such as internal systems development and email management.

‘IT’S ENCOURAGING TO BE PART OF A NATION BUILDING ENTERPRISE LIKE THE BPO INDUSTRY’

As such, Paxys is able to offer both inbound customer management services, such as order taking, help desk and technical support, and outbound services, including telemarketing, tele-collection and sales verification, in addition to other BPO services comprising research, financial administration, and human resource functions. Paul Martin, VP of Business Development and Client Management at Paxys and managing director at GIC, says this means that “when we go to market, we do not just say that we are voice or IT. We understand what the customer wants, and we can do voice from here and the IT from there, which gives clients a more holistic experience with more of a personal feel.”

Its advantages in the English language and cultural affinity with the U.S. aside, Mr. Martin says that the real competitiveness of the Philippines in BPO lies in its people. “One thing that can’t be replicated easily is customer service. In other countries in Asia they are proud of their technical ability for example, but Filipinos are proud of customer service,” he comments.

Mr. Martin says the BPO industry reacted quickly to the international financial crisis, despite its close links to the U.S., by taking the opportunity to reflect on its core strengths and build on them.

He says, “You can see now many of the BPO companies are building new facilities, hiring more people and announcing new engagements all within a relatively short span of time. It’s encouraging to be part of a nation building enterprise like the BPO industry.”