Inhabitants of the Philippines are well-known for their linguistic diversity, with the country having changed hands between British, Spanish and Japanese ownership before becoming independent in 1946. As such, call centers in the country are often very effective due to the easy access to several languages. This has caused rapid growth in the Philippine call center industry over the past few years, aided by improved cloud-based call center services, and is so successful that many expatriates who had left the country seeking better jobs elsewhere are starting to return.
Cloud-based contact center solutions have changed the way that customer support is operated in the Philippines, making it so that contact centers can increase their staff without increasing expenses. Scalable VoIP phone solutions and CRM platforms not only allow call center staff to easily manage callers on a personal level, but even allows for rapid expansion and telecommuting workers. When combined with the local linguistic variety, the Philippines have all the indicators of becoming the next hotspot for call center services.
In fact, business process outsourcing (BPO) has become a major part of the Philippine’s economy over the past decade, contributing over $15.5 billion in revenue out of the country's $272 billion economy and employing almost one million people in 2013 alone. Because cloud-based services allow businesses to outsource processes faster and easier than ever, enterprises from all over the world are turning to the Philippines where the BPO industry is expected to grow to a $25 billion revenue and employ over 1.3 million workers.
Finally, the country's shockingly low average age is also a sign that the country is ripe for outsourcing, since the average worker is only 23.5 years old. With 50 percent of the population underneath this age, there will soon be a massive influx of job-seeking individuals within the country, which is prompting expatriates to return and claim the good jobs while they exist.