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

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/22/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!