Call Recording Featured Article

Relia, a business process outsourcing company known as Moshi Moshi Hotline until autumn 2015, has worked in the BPO market since the late 1980s. Its list of clients includes a number of prominent businesses in Japan and surrounding countries. Now it will expand that grasp within its home base and overseas to the U.S.

Relia has completed its acquisition of customer service provider SPi CRM. As a direct result of this merger, Relia will gain a workforce of more than 10,000 employees that have worked from SPi headquarters in the Philippines and at its offices in Australia, Nicaragua, and the U.S. – 11 locations in total. Relia President Jun Nakagome noted that this addition will boost his own company’s existing 20,000-strong workforce and place it among the largest BPOs in Asia.

“We are proud to call ourselves SPi CRM’s new parents, and excited to create one of Asia’s biggest BPO providers with a dedicated workforce of more than 30,000 employees across more than 40 locations,” Nakagome said. “Our clients, many of them Fortune 100 companies, will benefit the most from this combined entity.”

A recent Technavio study of the global BPO market predicts that the healthcare sector alone could reach more than $9 billion in annual revenue by 2020. Similar studies from the same market analyst also show that the business analytics side of BPO could experience a compound annual growth rate (CAGR) of 37 percent between 2016 and 2020 and the insurance BPO sector could see a CAGR of 5.19 percent to $6.04 billion, up from $4.6 billion, within the 2013 to 2018 period.

These numbers could reflect the future of Relia as it moves forward with the assets SPi has offered. Expansion into multiple countries and regions of the globe is no small feat. It also does not come without risk, but well-laid plans can help insure a productive future. Relia has certainly done its homework and will hope to make the most of this acquisition and its exposure in new cities. Its gain of Fortune 100 companies may only be the beginning of a prominent number of years if the whole of BPO follows suit with those frontrunner sectors mentioned above.