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Philippine Call Center Prospects for Growth

Jan 29, 2008
The Call Centers in the Philippines and the entire Outsourcing industry has very good prospects in the next few years. In fact, the outsourcing industry has been considered as the sunshine industry in the whole Philippines. This trend will continue as multinational corporations and even small and medium enterprises in the United States and other countries of the world outsource basic services to the Philippines.

One of the reasons why these companies continue to use the services of Philippine companies is the obvious advantage of the huge number of English-speaking young professionals in the country. The Philippines enjoy a high level of literacy and University education is popular among youth in the country. The technological infrastructure in the country is also sufficient for the needs and purposes of the companies that outsource their business processes in the Philippines.

Relatively, if a call center is operated in the Philippines instead of in the home country of the company, the cost savings generated in the labor alone would amount to fifty percent! This is a very big amount of savings, which could help companies in prioritizing their spending in the most optimum way. This is one of the strongest points in the operations of offshore call centers in the Philippines. Services offered by call centers in the Philippines include technical support, customer service, lead generation and sales, the integration of business to business operations, as well as telemarketing. The staff of Philippine call centers are dedicated and focused to achieve the service level agreed upon by the Philippine call center and the foreign company using their services.

If a call center becomes located in a city in the provinces north or south of Metro Manila, there are also more savings generated because living allowance in the provinces is definitely cheaper than in Metro Manila. This trend was even bolstered by the support of the government through the establishment of special economic zones, which minimizes the taxes of call centers.

For the year 2007, the outsourcing industry in the Philippines is expected to rake in 12 billion US dollars in revenues. This is definitely a great improvement from the $8.4 billion revenues in 2004. As the industry becomes more mature and more players enter the market, the share of Philippine call centers in the outsourcing industry will even become greater. As such, by the year 2010, less than 300,000 jobs shall have been created.

The Philippines is competing with India in the top spot for the destination of choice of call centers and other offshore outsourcing services. Yet, as the business trends continue to become more dynamic, in the near future, more outsourcing deals will be struck up with businesses from the United States, Australia, United Kingdom and other English-speaking countries. Such trend works two ways. It will benefit the Philippines because there will be more jobs and the boom in the industry will contribute to economic development. On the other hand, Philippine call centers will be able to contribute more to the efforts of companies and organizations to save costs while at the same time delivering excellent and quality service to their customers.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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