The last ten years saw a burgeoning industry for call centers Philippines. Because of the country’s educated, English-proficient and culturally aligned workforce, the Filipino call center agent is a sought after talent of the global outsourcing industry. In 2010, the call centers Philippines industry is expected to expand while investors come in and workforces grow significantly. A survey by the Contact Center Association of the Philippines (CCAP) and PriceWaterhouseCoopers (PwC) showed that call centers Philippines industry should be able to create more jobs to top the 70,000 new jobs that the BPO industry accommodated in 2009. In the same year, the call centers Philippines industry earned $5 billion, a significant 22% increase from its 2008 earnings.
The survey is the first collaborative study done by CCAP, the largest association of call centers Philippines organizati0ons and PwC, one of the world’s more competitive professional service firms. The objective of the study was to define which competitive measures the country needs to stay at the forefront of the global BPO industry.
The study included 31 organizations representing various call centers Philippines companies and showed that the largest source of clients are from the United States, with 90% of the market. The United Kingdom followed with 76% and Australia close behind with 74%. While today’s call center Philippines industry is commonly catering to English-speaking markets, the survey finds that there is a significantly vast potential for call centers Philippines space to infiltrate Spanish and European markets. Today’s call centers Philippines providers offer services in English handling both inbound and outbound calls and customer support. Call centers Philippines providers also cover services such as complaints handling, account and product inquiries, help desk or technical support, order taking and confirmation and telecollection.
“These services only confirm the caliber of Filipino call center professionals in handling customer concerns which make us attractive to international clients,” said Fred Chua, Magellan’s chief executive officer. Magellan Solutions Outsourcing Inc. is one of the dynamic companies comprising the call centers Philippines industry.
The study further showed that over 80% of the participant companies representing the call centers Philippines space cater to clients in the telecommunication, financial services, technology, business services, consumer packaged goods, healthcare, hospitality and leisure and media industries.
“There is no stopping the Philippine contact center industry in eyeing positive growth because of the competencies we bring as world-class Filipino Knowledge Professionals. As a call center offering high-quality contact center services to small and medium businesses, we are sure that they can reap in the major advantages of outsourcing in the years to come,” Chua said.
Often called the “Sunshine Industry” of the country, the call centers Philippines industry has taken advantage of 2009’s global economic crisis to help their clients see the brighter side of things—better cost management can be achieved through planning and partnering with professionals whose vision are in line with their clients. call centers Philippines service providers help their clients take care of their customers by providing valuable customer service 365/24/7. The main reason why the call centers Philippines industry flourished in the past ten years is that the Filipino workforce is educated, English proficient and resilient.
Moreover, the country has world-class I.T. and communications infrastructure to fully support all kinds of BPO services in the call centers Philippines industry. With the continuous support from various sectors such as the CCAP and Business Processing Association of the Philippines (BPAP) and through the efforts of the President, investors will find a good space in the call centers Philippines industry in which they can set up shop and help their clients better build a good relationship with their customers.