Filipinos’ nurturing attitude a big boost to BPO industry

The country’s business process outsourcing (BPO) industry has grown from a smattering of small firms and satellite offices to one of the economy’s key growth drivers thanks to the expanding talent pool and the growing reputation of Filipinos as world class BPO employees.

One of the key players in the country’s healthcare BPO market is Liberty Medical Philippines (LMPI), the first off-site office of US-based medical products and services provider Liberty Medical.

“Liberty Medical is a leading mail-order provider of medical products and services to patients in the US with diabetes, sleep apnea, urology problems and other chronic diseases. We deal everyday with patients in the US, and see that our company makes the lives of our patients better, by giving them the right supplies, medications, and giving them the education they need to live better lives. So, if you are our agents, every time you come in, you are not just solving problems, but you are actually lifting and saving lives,’’ LMPI country manager Edwin Matulin said.

Matulin said apart from the talented workforce, the nurturing attitude of most Filipinos has contributed significantly to the success of the company.

“The Filipinos are a nurturing culture by nature. We grew up with a lot of extended families and we are usually close to our elders. This is also reflected in the way our agents treat our patients during calls. Our patients can feel that they are being treated with respect and courtesy instead of just being another issue that needs to be addressed,” Matulin said.

The employees’ constant exposure to the health risks that diabetes brings, thanks to their interaction with patient-clients, have also turned them into advocates of diabetes awareness. According to
Matulin, LMPI employees often discuss with their friends and families the health complications that could arise when diabetes isn’t properly managed.

Source: https://goo.gl/vqnYzV