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Philippines' Call Center Outsourcing Business is Booming

September 18, 2012

With all the news about “re-shoring” or “insourcing” in the call center industry – reports of companies bringing call center jobs back to the U.S. from foreign shores – you’d think a popular call center outsourcing destination like the Philippines might be feeling the pain.


You’d probably be wrong. In fact, call center business is booming in the Philippines.

The Philippines expects to boost its revenue from call centers to nearly $15 billion by 2016, sustaining its three-year lead over its closest rival India, said Filipino call center industry leaders. It is estimated that the Philippines surpassed India for call center outsourcing business revenue in 2009 and number of employed call center agents in 2010. The nation already hosts call center outsourcing giants such as Accenture, Convergys, IBM, NTT Docomo and Hinduja, and is hoping to attract even more call center business to its shores, said Benedict Hernandez, head of the Contact Center Association of the Philippines.

"The reality is we have established ourselves as the pre-eminent brand in call centers," Hernandez told reporters during a recent industry conference. He also noted that revenue this year is projected at $8.4 billion with 493,000 people employed, with turnover expected to rise to $14.7 billion by 2016, employing 862,000 people.

The Philippines’contact center industry hopes to expand not only by attracting new business from English-speaking nations, but by broadening the service is offers in other languages, including  Spanish (the Philippines was once a colony of Spain and many of its citizens are fluent in that language) Japanese, German, Mandarin, French, Korean, Bahasa and Thai.

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Edited by Brooke Neuman

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