Philippines firm aims to grow in US call center market

Diversified Technology Solutions International Inc. (DTSI), a local call centre solutions provider, is looking to grow its business in the U.S. market, capitalizing on its global reseller partnerships with vendors Avaya Inc. and Lucent Technologies.

DTSI expects to grow its total revenues in 2005 to around P1 billion (US$19,000), about 70 per cent of which is accounted for by its installed base in the Philippine call centre market. As part of its thrust to go global, the company set up operations in Phoenix, Arizona in March 2005.

In less than a year, the company expects to generate $3 million in revenues from its business in the U.S., Miguel Garcia, DTSI’s president and managing director, said during the company’s year-end press briefing.

DTSI established an office in Phoenix to also serve the US operations of its clients in the Philippines. More importantly, the company is hoping to replicate its business model in the Philippines by marketing its services to U.S.-based call centres.

Even with the rise of outsourcing to countries like India and the Philippines, Garcia said there is still a lot of competition among solutions providers like DTSI in the U.S. The company hopes to increase its awareness in the U.S. by leveraging on its strong client base in the Philippines, which includes major operators like PeopleSupport, Convergys, ClientLogic, and Ambergris.

“We have the references and customer successes behind us,” said Garcia.

By doing business in the U.S., DTSI is also looking to indirectly promote the Philippines as an offshore destination for its clients abroad. The company has deployed sales implementation teams in the U.S. although back-room operations like telemarketing are provided by its Philippine headquarters.

“That’s one sales pitch we’re doing. We are able to prove to our clients the benefits of outsourcing to the Philippines. We tell them they can save 30 per cent to 60 per cent in operational cost if they outsource,” added Garcia.

DTSI has also signed a partnership with Catalyst Solutions, a U.S.-based solutions provider.

“Technology pricing has gone down (over the years). The biggest challenge for the Philippines now is tapping enough manpower and a prevailing perception on peace and order in the country,” noted Garcia.

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