Contact Center Solutions Featured Article

Philippine's Call Center Sector Will Retain Growth Momentum in the Upcoming Years, Predicts CCAP

May 05, 2014

Dislodging India as the world’s largest call center hub, Philippines has emerged as the world’s new call center capital. With its increasing penetration in some of the world’s fast emerging, English speaking, call center markets the country is likely to continue with its triumphant march in the upcoming months as well as through the next couple of years. According to an estimation of Contact Center Association of the Philippines (CCAP), the revenues and employment in the country’s contact center sector are poised to grow at an impressive 14-15 percent rate throughout 2014 and 2015.

CCAP reported revealed that revenues of call centers in the country hit a record $10 billion in 2013. Official data from the Contact Center Association of the Philippines (CCAP) showed that revenues last year exceeded the $9.9-billion target and were about 18-percent higher than the $8.6 billion generated in 2012. With sustained strong demand coming from the United States, it still remains the dominant market for Philippine’s call center sector.

However in the recent years, the country has marked its presence in other English speaking markets including Australia, New Zealand and the UK.

With providing 586,000 full-time jobs in contact centers at end-2013, the country’s contact center sector accounts for up to 70 percent of the entire information technology-business process management (IT-BPM) industry in the Philippines.

It will be worthwhile to mention here that Philippines has overtaken India in the global call center outsourcing game. Philippines has an advantage over India due to its large pool of   English-speaking workforce that can speak English with a neutral accent—a trait particularly appreciated by customers.

In response to the Filipino call center sector’s robust growth, CCAP came up with a revised version of the contact center sector’s revenue projections until 2016. As per the revised report, the projected growth for 2014 would be $11.4 billion, $13.1 billion for 2015 and $15 billion for 2016.




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

The FCC Hits AT&T With the Largest Privacy and Data Security Enforcement Action to Date

A breach that took place in AT&T call centers in Mexico, Colombia and the Philippines didn't make much news when it happened; but what brought it to light was the settlement the company made with the FCC. [ Read More ]
04/13/2015

Enghouse Interactive CRM Connecter 1.0 Certified for Integration with SAP

The big trend in customer experience management (CEM) is enabling customer care agents to have better real-time visibility of all aspects of the customer journey. In particular this means providing the valuable information that exists in customer relationship management systems and other databases where relevant information resides. [ Read More ]
04/10/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!