Stability of Philippine Call Center

Home |

Stability of Philippine Call Center [Jul 20 2009 23:06:28]
To the State of the Nation Address of President Gloria Macapagal, the call centers industry in the Philippines is stable. Mrs. Arroyo, clad in a red terno talked about the importance on how call center industry is extending help for the country in terms of providing jobs to the Filipino people especially to the fresh graduates. This industry is different from information technology (IT) outsourcing, which gives importance on hiring a third party company or service provider to do IT related works like application management and development, data center operations, testing and quality assurance. Mrs. Arroyo is taking cognizance of the significance of call center industry since of the ability of the Filipinos to speak English fluently. The Philippines ranks among the top off shoring hubs in the world because of cost competitiveness and more significantly our highly trainable, English proficient, IT enabled management and manpower. It is known that call center industry in Philippine is called New India as the country offers an abundance of inexpensive, English speaking labor. According to the 2003 Philippines Call Centre Industry, this was Benchmark Study conducted by call centres net. Our country is very viable alternative to other locations in the Asia Pacific and hence many local and multinational organizations have set up contact centers. This trend is set to continue as numerous companies progressively seek an Asian presence to service customers both regionally and globally. Information technology will help the Bureau of Internal Revenue (BIR) bring in more taxes in the coming months. It means that more investments are likely to happen in the following years because of the presence of this industry. The country has approximately 200 call centers and 20,000 seats. It is estimated that 80% of these seats are operated by call center outsourcing bureaus. While our strength in contact centers is well-established, we are now focused on growing the higher value-added services, including accounting, legal, human resources and administrative services.