DIGI-TEXX leads the way in BPO

15:51 | 03/10/2016

Since its establishment in Vietnam in 2003, German business process outsourcing provider DIGI-TEXX Vietnam has enjoyed success from the increasing demand for its services as well as the growing pool of talents ready to work in business process outsourcing (BPO). On the occasion of the German National Day, Alexander Bischoff, CEO of DIGI-TEXX Vietnam, spoke with VIR’s Hong Anh about the BPO market and the company’s plan for the near future.

Having provided business process outsourcing (BPO) services in Vietnam for a long time, how do you evaluate the demand for BPO services among foreign and local companies?

At DIGI-TEXX we are specialised in document management, image processing, and help desk services. We can offer scanning services for archives, and we can support database setup for customers.

The global demand for our services is growing every year. Following some manufacturers, two decades ago, companies in Europe and the US started to outsource some services. So there is a long history, a good understanding of the benefits, and a well-established market.

This trend is reflected among foreign companies in Vietnam. Some of our local partners are aware of some of the benefits that BPO services can offer. However, domestic companies still don’t take full advantage of BPO.

Vietnam is becoming more attractive as a BPO location. Why is this?

For the same reasons that Vietnam is attracting a lot of foreign direct investment. A key reason is political stability. When companies give part of their process to another partner, the customers want to make sure that the vendor operates in a secure and stable ecosystem. In Vietnam, the communication infrastructure is modern and there are continuous investments in expansion.

Dedicated information and technology parks offer a good platform for both start-ups and well-established companies.

The young population is increasingly interested in studying computer-related subjects. The talent pool is also eager to work in the BPO sector. This leads me to the last point - that we still have a competitive wage in Vietnam, which is also an important driver of outsourcing.

With more and more domestic and foreign-owned competition, how does DIGI-TEXX stand out?

There is still room for growth in this sector. DIGI-TEXX is expanding our clientele to Europe and the US. Still, we are aware that there are challenges we have to overcome. The market continues to change. Therefore we are always in very close communication with our customers to understand their needs.

We fulfil complex contract requirements, and with our ISMS and ISO certification, we are able to comply with the highest standards. In order to attract and retain great people, we have to offer competitive remuneration and opportunities to develop.

 As a German business in Vietnam, how do you evaluate the operations of German investors here?

Over the years, DIGI-TEXX has enjoyed stable growth. Last year we opened our branch in the southern city of Can Tho, employing over 1,000 workers.

We recently received our call centre license. We are now building a contact centre as an expanded front desk for companies who require 24/7 high-end customer support.

From my experience, I would say that German investors are very welcome in Vietnam. The work ethic of putting a lot of effort into your product and caring for the result is a common denominator of German investors, and this is why the products and services they offer are competitive. The market appreciates that.

With the EU-Vietnam Free Trade Agreement expected to take effect in 2018, and as Vietnam integrates fully into the global economy through a host of free trade agreements that it has signed, what do you expect the trend will be for German investment into the country?

As these free trade agreements bring with them great opportunities for businesses, we will see an increased interest of investors into Vietnam. Specifically, German investors will start small but they will soon expand.

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