IBEX Global Parañaque SWOT Analysis

Strengths:
 Expertise: help brands process, manage and optimize customer
experience programs through smart digital marketing and online
acquisition technology, worldwide customer support operations, and
innovative customer experience platform

 Strong Management: Employer of choice by many talented agents and

customer specialists

 Partnered with High-Profile International Companies: help Fortune 500

brands (largest international companies in USA and UK) acquire, engage,
and retain valuable customers

 History: Delivering superior technology and services for over 15 years and
offer an integrated suite of service across 27 sites in seven countries
(USA, UK, Philippines, Senegal, Pakistan, Nicaragua, and Jamaica)

Weaknesses:
 Limited local sites: company only has 4 sites in the Philippines
(Parañaque, Pasig, Las Piñas, and Davao City)

 High Employee Turnover: number of employees leave the organization,

mostly, newbies, during the first quarter of the pandemic

Opportunities:

 Company’s Growth: processes 180 million customer interactions yearly,

add over $2.2B in lifetime customer revenue each year

 Effective managerial resources: headstart

 It could also garner more loyal employees because they offer solutions
while maintaining their jobs

 Technological Advances

Threaths:
 Competition: company has a lot of competitors, both new and pioneer,
and ranks 23rd in the Philippines’ top BPO companies

Strengths:

 Strong Management: provides personal computers and internet

connectivity for employees transition to “work-from-home” environment
 Caters hotel and food accommodation and shuttle services for employees
living far from the site
 Ensures health and safety of employees through daily rapid testing and
precautionary measures
 Good location: close to the main road and known establishments

Weaknesses:
 Low productivity:
 High employee turnover: number of employees leave the organization,
mostly, newbies, during the first quarter of the pandemic
 High cost: spent for accommodations, new technology, and rapid testing

Opportunities:
 Growing Market: market for third-party service providers is flourishing and
offers great potential
 Emergence of social media activities: can be used to attract and select
new employees

Threats:
 Health crisis or economic slowdown: could reduce revenue and demand
 Other BPO companies: some pioneer companies are in the business
longer and already established a good reputation