Asian countries have taken over the BPO industry of the world.
India, Indonesia, Bangladesh, Korea, China and many more are much-preferred
outsourcing destinations and call center service providers for the
companies from USA, UK, and Europe. While India remains the pioneer in the
industry, the Philippines has grown to become the leading country in the
industry worldwide. The Philippines call centers are not only the major
contributor to the global market but also in the country’s economy.
Reasons Why The Philippines Is Leading BPO Industry
The call center services in the Philippines and the BPO industry
of the country remains a dependable source of income for many Filipinos
graduating every year. At the same time, the government support and initiative
programs for the promotion of the industry make it a favorable destination for
the business. Meanwhile, strong work ethics, neutral accent, good knowledge of
the English language, and friendly and effective communication skills of the
Filipinos makes them a highly qualified workforce.
What works more in the favor of the industry is the location. The
Philippines is located at the center of Asia, providing easy accessibility to
the investors. Thus, making it an ideal destination for outsourcing business.
Lower operational and labor costs remain the number one reason why foreign
clients are attracted to The Philippines.
Brief History of Business Process Outsourcing in The Philippines
In the last two decades, The Philippines grew to become the
location of choice for business outsourcing. From providing basic services like
email response and service management, the country broadened its industrial
capabilities for almost all types of BPO services and IT support.
The history of outsourced call centers services in the Philippines can be traced back to 1990s. It
was only in 1992, a man named Frank Holz founded the first contact center of
the country with the name Outsource2Philippines, Inc. This was the first step
in the evolution of the massive industry. At the time, call centers were
serving their offshore partners with basic services like email response and
managing service. It was not until 1997, the country got its first
multinational account. In 1999, the first call center company opened and
gradually the industry expanded its services.
Business Process Outsourcing in The Philippines was acknowledged as “Sunshine Industry.” The 2000s witnessed
massive growth for the industry. In 2008, the Philippines surpassed India and
became the Capital of Call Center global Industry.
Current Scenario
Currently, call center services in The Philippines is
making it big in the industry. As a part of the global outsourcing industry,
The Philippines BPO industry continues to grow by leaps and bounds. It
continues to dominate the market by contributing 16 to 18 percent of the total
outsourced services globally. As of November 2017, the BPO industry provided
employment to 1.15 million people. As for the industry, it grew 12.3 5 in 2017
from 2016. In the last decade, The Philippines BPO industry has become the
largest source of private employment as well as the second largest contributor
to foreign exchange earnings.
The Future
The BPO industry along with the call center services in the
Philippines are predicted to remain at its highest peak. This year, the
industry is forecasted to add another $1 billion in revenues and create 70,000
more jobs. By 2020, the BPO industry’s total income is expected to reach $40 to
$55 billion and create a total of about
1.3 to 1.5 million new job opportunities. The annual growth of the industry is
expected to rise at the rate of 17% until 2022 when the growth is expected to
slow down to 9%.
Business Process Outsourcing in The Philippines has come a long way. From providing simple contact center services,
the industry has expanded massively. The industry has developed into a giant
that consists of eight sub-sectors including, call centers, back-office
services, knowledge process outsourcing, animation, software development, game
development, medical transcription and engineering design and the offshore
outsourcing companies provide services namely, data entry services, creative
services, multilingual services, finance and accounting services, managed
operations, NOC outsourcing services, Wholesale Telecom outsourcing, VoIP
technical support, helpdesk outsourcing services, and all types of
customer relations services, business-to-customer support, and
business-to-business support.
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