INQUIRER FILE PHOTO
The Business Process Outsourcing industry has contributed much to the Philippine economy, growing by 46 percent since 2006. To date, the industry has the most number of employees in the country, accounting for around 400,000 jobs.
The industry also has some of the most talented Filipinos in its workforce, making the Philippines one of the premier BPO business investment destinations for global companies.
The quality of talent that the Philippines is able to harness to serve the needs of global companies is what gives the country an edge over other BPO destinations. Filipino talent has continued to shine in the industry, in any function, level or area of expertise.
One of the BPO companies currently making headway in the industry is EGS Philippines, the parent company of two renowned industry players, under the leadership of a Filipino who is considered one of the pillars of the BPO industry, Rainerio “Bong” Borja.
Bong, as he is fondly called by colleagues in the industry, is also the founder of the Business Processing Association of the Philippines and the Contact Center Association of the Philippines. He currently sits on the Board of Directors of both organizations.
The industry’s steady growth and dynamism continues to excite Bong, especially now that he has taken over the helm of EGS.
Armed with his unmatched experience and successes in the industry, he has already mapped the road for EGS’ success.
“It’s a very exciting time for me now that I’m with EGS. I belong with a company where I know I can make an impact by sharing my knowledge and past experiences to help fulfill the goal of EGS, which is to succeed in this market,” says Borja.
He believes that EGS has all the ingredients that make a great company. EGS’ strength may be gleaned from its enviable roster of clients belonging to the healthcare, banking, telecommunications and retail industries, as well as the quality of talent working for EGS global network.
Building a new culture
EGS is a tier one company that brings together the best of two known organizations, not just in business expertise, but also in best workplace practices and culture.
For Bong, these assets need to be unified and translated into one culture.
“It’s easier to create a culture than to change it,” says Bong. “We are putting in a lot of effort to communicate to our employees that we are now known as EGS. We have made tremendous progress in helping everyone be receptive of the changes that our organization is going through and embrace the fact that we are one.”
As the company goes full blast in its communication and brand building initiatives with the employees, Bong has made himself present and available in every communication platform, whether in Townhall meetings, social activities, or online such as EGS Link, the EGS Philippines intranet site.
The organization is flat
For Bong, how the company communicates is important, especially in the attainment of goals. This is why he believes in being an egalitarian leader which has earned him a reputation of being a cool boss.
Communication lines among members of the team must be open so they can easily and freely discuss anything with their supervisors, team leaders, and the management team, Bong says.
“I’d like to focus on operating as one company … [with no] hierarchy. I don’t even like being called ‘sir.’ I like my EGS team to feel that we are partners working together, for a common goal with no hierarchy to get in the way of work,” he stresses.
At the same time, Bong also espouses fairness in how they deal with members of their team.
This means that, no matter how result- and performance-driven the business is, how they treat each member of the team should not be compromised.
Bong personally believes that people who are in an environment that is flat, open, fair and transparent tend to function better, become more creative and innovative, and are more likely to excel and be a team player.
One team
Bong, together with his management team, are promoting the One Team campaign to strengthen the EGS message, which is to work together as one company towards the same goal.
“We are now EGS, one company that upholds the legacy and strength of two companies. The best of our past is our foundation to become a bigger and better company. We are building a ‘One Team’ culture with a heightened level of excitement and enthusiasm,” adds Borja.
EGS stands with renewed aggressiveness in creating its identity and mark in the industry. As EGS moves forward, the company is all geared up to deliver exciting things for both its employees and the public.
The employees are assured that they are part of a stable company that will pursue development of their talent and intensify career growth program.
On the business side, EGS is all set to strengthen its foothold in the industry by pursuing new and more creative business strategies that will create value to the services it offers, begin engagement with local businesses, embark on facility updates, continue to broaden its reach by setting up new facilities such as in Ilocos Norte, and continue to create job opportunities for Filipinos.
“This is an exciting time for EGS. Our management is as enthusiastic as I am in the progress that we are making. We feel the positive vibe in the work place. These are all indications that we are on the right track,” says Borja.
Bong is positive that exciting things will not stop for EGS. He is confident the EGS team will deliver on its commitment to clients, to the industry and to the public, for as long as it keeps its focus on their goals as One Team.