Fortune 500 firm firms up stakes in PH

JUNAR Amador

Concentrix Corp. is pulling all stops to further strengthen a company built on and for customer service.

The global business process services division of US-based Synnex Corp. is now aggressively expanding its core business in the Philippines, as it moves to go the extra mile in delivering commitments, stay on top of its game and further strengthen its already strong foothold in the global market.

And tapping locally homegrown talents, among other innovative initiatives, is what Concentrix believes can help the company further maximize the potentials presented by its parent firm’s $1.2 billion acquisition of IBM’s worldwide customer care services last year.

“We at Concentrix recognize how significant the Philippines is as a talent source for us and how it remains as an integral part of our future plans to grow given the availability of competent workers,” says Concentrix Philippines vice president and general manager Junar Amador.

“The ease with which our Filipino partners interact with our clients and their innate competence have made us at Concentrix take note of how this market is truly valuable for the company, thus, our corporate direction will reflect that moving forward,” he adds.

Concentrix is a recognized leader in providing business process services for technology, manufacturers, software companies, gaming companies, banks, insurance firms, healthcare companies, retail stores and more. The company likewise provides services in IT distribution, supply chain management, contract assembly and business process outsourcing.

The company already has an extensive presence globally, from Asia, Europe, Latin America, Canada to the United States, and covers more than 40 languages. It further remains bullish in growing its portfolio of services and resolute in enhancing the company’s ability to maximize customer engagement strategies for its clients.

According to Amador, the company’s goal is primarily customer service oriented: To help clients by focusing on customer strategy—addressing gap, creating processes and innovating from this point. Concentrix, he says, uses what is dubbed as “grassroots brilliance” to fuel the company.

“With this, we are able to build trust with the clients we serve and at the same time build trust in the employees we raise to be leaders,” Amador says.

Compelling value proposition

Amador explains that the IBM acquisition made by Synnex in 2013 was expected to further boost the services provided by Concentrix, as well as strengthen the company’s current position in the highly competitive and dynamic global industry.

It was made in line with the company’s vision to forge partnerships with institutions that could help Concentrix deliver better services to clients across the globe.

“Concetrix really wanted to expand aggressively on a large-scale level while IBM wanted to divest of its CRM business. Thus, it was the perfect opportunity for Concentrix. Both companies mutually answered each other’s need,” Amador explains.

The integration of the IBM employees to Concentrix started on Feb. 1 this year.  Once all transactions have been completed and all IBM CRM professionals are officially onboard, Concentrix is expected to have approximately more than 45,000 agents servicing 300 clients through over 50 delivery centers worldwide.

“The acquisition will make Concentrix one of the top 10 global players in the industry. The transaction accelerates the company’s geographical and industry reach with combined deep expertise, scale, process innovation, and continued investments in high value industry platforms,” he relates.

“With the companies’ collective strengths in the CRM business process outsourcing (BPO) market, the merger will create an even more compelling value proposition for clients and shareholders. It is likewise a partnership built on trust. Concentrix is now a trusted IBM partner and both companies will pursue business opportunities trusted under such value,” Amador adds.

The IBM acquisition, Amador reveals, was just the start of the parent firm’s aggressive expansion plans.

According to Amador, the company continues to search for possible partners which could help them deliver unmatched services and provide even better results for their clients.

“It is the vision of Concentrix to make businesses outsource their non-core functions to the company so that there will come a time when businesses will not be able to exist without Concentrix. We, at Concentrix, are looking forward to creating experts who can help us deliver exceptional, innovative results for our clients,” he shares.

Built on trust

For this year alone, Concentrix is eyeing to further expand the number of its so-called “delivery centers” in the Philippines. The public can already expect a new delivery center in Quezon City by the end of the first quarter, Amador discloses.

The company’s headquarters is located in the country’s premiere business process outsourcing hub, Eastwood City in Quezon City, while another center is located in McKinley Hill, Bonifacio Global City in Taguig. Concentrix Philippines has also cemented its presence in Mindanao with the two sites in Cagayan De Oro City and Davao City further expanding their current employee bases.

Amador assures that as the company continues to further grow, expand its reach, and diversify, Concentrix will always remain true and live by its core principles of trust, and of forging partnerships with organizations and companies that espouse the same beliefs and values.

“Even as Concentrix grows, and we diversify our core business, we’ve become aware of how important it was to align with companies that are in line with our vision of partnerships built on trust,” Amador explains.

“Concentrix is a company of trust architects, making us a leading business partner in global customer service operations. When it comes to leadership, we believe that trust is the very foundation of everything. Concentrix, as a brand with trust as its core, will remind Filipinos that building trust is important personally, professionally and as a country because leadership and trust go hand in hand,” Amador concludes.

Concentrix is a wholly-owned subsidiary of Synnex Corp., a Fortune 500 company registered in the New York Stock Exchange, and is one of the leading business process services company in the US, offering a comprehensive range of services to original equipment manufacturers, software publishers and reseller costumer worldwide.