Indian BPO firm to grow PH headcount to 5,000
India-based global business process outsourcing (BPO) firm Fusion CX is looking at Mindanao for its next phase of expansion after unveiling a $4-million hub in Mandaluyong.
The company is targeting to employ 5,000 people by the middle of next year as part of plans to scale up operations in the Philippines.
“We believe in the long-term potential of the Philippines—not just as a delivery hub, but as a strategic growth engine for global CX,” Pankaj Dhanuka, cofounder, chair, managing director and CEO of Fusion CX, said in a statement on Monday.
Dhanuka said Fusion CX’s continued investment was a reflection of their confidence in the country’s talent and capability, prioritizing the countryside for further expansion.
“We keep on exploring, we have a large team here [that] keeps on exploring various locations … in and around where there are educational institutions and where there is depth in the talent pool,” he added.
Going south
The company intends to capitalize on what it describes as the country’s “amazing” work culture and customer service ethos in boosting Fusion CX’s footprint across the archipelago, according to the company executive.
Michelle Rose Ferolin, Fusion CX Philippine head of human resources, said the company may open another site in Mindanao to strengthen their presence across major islands.
“Hopefully, Sir Pankaj (Dhanuka) will try to open a site in Mindanao because we don’t have a site there yet,” said Ferolin, adding that the region was abounding with talent.
Fusion CX has invested $4 million to open its delivery center at 500 Shaw Boulevard in Mandaluyong City, which features an artificial intelligence (AI) solutions command hub, multichannel delivery zones, collaborative workspaces and infrastructure.
The latest facility has 836 seats and over 500 customer experience (CX) professionals, with room for future expansion to cater to clients’ growing needs.
Before this, Fusion CX invested $500 million in a 275-seat facility in Legazpi City in Albay.
Founded in 2004, Fusion CX has more than 20,000 employees across 40 delivery centers in 15 countries, including the Philippines.
The company, headquartered in Kolkata, India and Atlanta, USA, delivers support in 25 languages, serving over 190 global clients across industries such as: telecommunications and utilities; banking, financial services, and insurance; health care; retail and technology sectors.
