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.