A Detailed Analysis of Philippine Outsourcing Call Center Services

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 Philippine Outsourcing Call Center is not only a 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 make them a highly qualified workforce. 

 What works more in 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 ProcessOutsourcing 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 Call Center Services 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.