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Call Center in The Philippines

The call center industry in the Philippines began in 1992 and has since grown to become a major contributor to the country's economy, providing jobs and revenue. It was designated the country's "Sunshine Industry" for its rapid expansion. Key events include the founding of the first call center company in 1999, the industry contributing over 5% to GDP by 2012, and employing over 900,000 people by 2013. The top reasons companies outsource to the Philippines include lower costs, flexibility, expertise of English-speaking workers, positive work attitudes, and availability of qualified professionals. Today the call center capital of the world, the industry continues to grow significantly each year.

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Donna Claire Angus
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97 views

Call Center in The Philippines

The call center industry in the Philippines began in 1992 and has since grown to become a major contributor to the country's economy, providing jobs and revenue. It was designated the country's "Sunshine Industry" for its rapid expansion. Key events include the founding of the first call center company in 1999, the industry contributing over 5% to GDP by 2012, and employing over 900,000 people by 2013. The top reasons companies outsource to the Philippines include lower costs, flexibility, expertise of English-speaking workers, positive work attitudes, and availability of qualified professionals. Today the call center capital of the world, the industry continues to grow significantly each year.

Uploaded by

Donna Claire Angus
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Call Centre in the Philippines

The Call Centre Industry …

o remains as the major contributor to the country’s economy

o generally alleviates the country’s unemployment problems

o was tagged by the Phil. Government as the “Sunshine Industry” (because of


its massive expansion)

o was considered as one of the fastest-growing sectors within the economy

A Brief History:

1992 – The first call centre started its operation in the country. According to Contact
Center Association of the Philippines (CCAP), call centres began as providers of basic
services such as email response and service management.

1995 – Under former President Fidel V. Ramos’ term, the Philippine Economic Zone
Authority – the government agency tasked to promote investments and facilitate
business operations of investors in export-oriented manufacturing – was instituted. This
paved the way for the Philippine Congress to pass the Special Economic Zone Act – an
act that seeks to attract foreign investments to generate employment and bolster
economic growth.

1999 – Former employees of a multinational management consulting company Jim


Franke and Derek Holley founded the first call centre company in the country .

2000 – The BPO industry contributed 0.075% to the country’s GDP

2001 – Mar Roxas established the Contact Center Association of the Philippines (CCAP)
during his term as trade secretary. According to the association’s website, CCAP is the
umbrella organization of the Phil. Contact Center industry which aims to promote the
Phil. as a global leader in the IT-BPO industry.

2005 – The Phil. BPO industry contributed 2.4% of the country’s GDP and gained 3%
of the global BPO market.

2006 – The BPO industry started to witness a 46% annual growth.


2008 – Majority of the top U.S. BPO firms already had operations in the Phil. In this
same year, the country had surpassed India as the number one BPO destination.

2010 – The Phil. was officially declared as the world’s BPO capital.
 About 525,000 employees were employed in the sector.
 The country remained as an attractive location for foreign investors.

2011 – a total of 638,000 Filipinos were in the BPO industry – 400,000 of which were
working in call centers – making it the biggest and fastest growing job providers in the
private sector.

2012 – The revenue of the BPO industry comprised 5.4% of the country’s total GDP.
Over 700,000 Filipinos were working in the BPO sector.

2013 – The industry’s revenue increased to $15.5 billion. Meanwhile, around 900,000
Filipinos were working for full-time for the industry.

2016 – The industry was anticipated to generate 1.3M jobs and was expected to reach
a 17% annual growth.
 Projected revenue of $27.4 billion.

2018 – The industry is forecasted to rebound after slightly slowing down in 2017.

Top Outsourcing Cities in the Philippines

1. Manila
2. Cebu City
3. Davao City
4. Sta. Rosa Laguna (Metro Laguna)
5. Bacolod City
6. Iloilo City
7. Dumaguete
8. Baguio City
9. Metro Clark
10.Cagayan de Oro
Some of the Call Centre Companies in the Philippines:

1. Stream Global Services 16. Rainmaker Asia


2. Convergys 17. NCO
3. Sykes 18. TELUS
4. TeleTech 19. JPMorgan
5. SiTEL 20. Aegis People Support
6. Accenture 21. Kgb Philippines
7. Teleperformance 22. HSBC
8. ePERFORMAX 23. Transcom
9. VXI Global 24. West
10. 24/7 Customer 25. Salmat
11. IBM 26. Genpact
12. Sutherland Global Services 27. Stellar
13. APAC Customer Services, Inc.
14. StarTrek
15. SPi Global

Well-known Companies That Outsource to Philippines:

1. WhatsApp
2. Google
3. Basecamp
4. AT&T
5. Slack
6. Citi
7. Skype
8. AXA Insurance
9. Accor Hotels
10. TransferWise

Reasons to Outsource in the Philippines:

1. Filipinos are very good English speakers. Majority of Filipinos can speak
English well. BPO industry has been expanding and hiring more and more people
who are equally qualified just like the native speakers. Accuracy for
pronunciation, articulation, grammar and neutral accent are the foundations of
creating a winning team in the country.

2. Cost Efficient. By outsourcing to the Philippines, a business can save up to five


folds of their expenses while providing the same service to their customers.

3. Flexibility. Filipinos, once hired as a customer service representative, it is also


expected for them to have skills like data entry, basic technical support, and
computer skills. Filipinos are most of the time willing to learn a new skill and are up
for training and self-improvement.

4. Expertise. Filipinos are composed of various talents and these talents are ready
to unfold. As a business owner, it would be nice to have the top performing
individuals as part of the team/company that gives equally satisfactory job.
5. Work Attitude. The Filipino workforce is very positive and impressive. They are
very hard-working determined and value their job so much. They are also a pack
of fast learners and talented individual who’s always ready & open to learning
new skills, and willing to develop their skill on set.

6. Work Force Availability. Easy access to free education and training provided
by the government made it possible to have a great number of qualified
individuals to apply in a BPO company. For the past years, training for call centre
representative, IT programming, designing and other relevant skills are available.
Thus, hiring talented individuals would be very fast and easy.

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