11.5 BPO Infrastructure
The Philippines is one of the worlds largest BPO markets. The standard operating model has matured into a layered system of customer, vendor, sites, agents and platforms. This lesson maps the model and its enterprise architecture implications.
Standard BPO Layers
Figure 5.9 - Each layer adds a coordination, compliance, or technology concern.
Common Service Types
| Service | Activities | Tech Surface |
|---|---|---|
| Voice (inbound) | Customer support, helpdesk | CCaaS, IVR, ACD, screen-pop CRM |
| Voice (outbound) | Sales, collection, surveys | Dialer, lead lists, call disposition |
| Non-voice | Chat, email, social, back office | Omnichannel inbox, ticketing |
| KPO | Finance, legal, healthcare research | Domain tooling plus secure VDI |
| ITO | Helpdesk, infra ops, dev | Ticketing, monitoring, source control |
Enterprise Architecture Implications
- **Data localisation** - many clients require PHI or PCI data to stay in approved regions.
- **Endpoint hardening** - VDI / DaaS often preferred over fat clients.
- **Identity** - SSO with client tenant plus BPO tenant.
- **Recording retention** - PCI DSS pause/resume on card capture; DPA retention limits.
- **Workforce mobility** - hybrid work shifts the perimeter from campus to home.
Discussion
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