I recently sat down in Ortigas, Manila, with Charles Calingo Head of People and Culture at ZigZag, to talk about the evolving state of outsourcing in the Philippines — what’s working, what’s changed, and where things are heading.
It was a wide-ranging chat — and a reminder that while tech is shifting fast, it’s the people behind the screens who continue to drive the story.
First up was AI — the topic on everyone’s lips. But the tone was refreshingly practical.
“It’s here to stay,” Paul said. “But it’s not here to replace people. It’s here to help.”
ZigZag has already rolled out “Ziggy,” a virtual assistant that now handles internal HR questions. It’s taken care of the repetitive stuff — leaving people with more time and headspace for meaningful work. This is what the best companies are doing: embracing technology not as a shortcut, but as a tool to support and upskill their teams.
We also talked about the shift in how companies are engaging with the Philippines. The old BPO model — rigid and one-dimensional — is being replaced by flexible, customised setups. Offshoring, employer-of-record models, hybrid teams… the menu is bigger now, and companies are building what they need instead of settling for what’s on offer.
Roles are shifting too. It’s no longer just customer service. Businesses are now tapping into specialised functions — everything from financial planning and legal support to marketing and design.
“Gen Zs… they’re more open and more exploring when it comes to learnings.”
Infrastructure has improved — faster internet, modern buildings, and more support for training new talent.
But as always, the real strength lies in the people. English proficiency is high, time zone alignment with Australia is a major advantage, and the cultural compatibility is hard to match.
“That support for family is reflected in how people work,” Paul said. “The focus, the passion — it’s all tied to that.”
Inside ZigZag’s office, it’s easy to see how culture and community are being prioritised. There’s a full kitchen, breakout areas, and initiatives like free Monday breakfasts that bring everyone together — across roles, departments, and client accounts.
Unfortunately, I missed the brekky by a couple of days — but I did get to see the space buzzing with energy, with teams chatting and sharing meals. These aren’t just nice-to-haves — they’re signals that the best companies understand the value of connection, especially in distributed work models.
What stood out most was how clear the formula for success has become:
- Combine tech with training.
- Build flexible models that suit your business.
- Invest in culture as much as capability.
Outsourcing in the Philippines isn’t just alive — it’s maturing. And the businesses doing it right are leaning into both the tech opportunity and the human advantage.
The tools will keep advancing. But the human edge — that’s what continues to set the Philippines apart. Especially for businesses like ZigZag.
https://zigzagoffshoring.com/
Leave a Reply