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The Philippine Call Center Industry

by: Sarah Joson

Wednesday, January 16, 2013 | Outsourcing News |

With over 10 years of providing voice-based services, 420,000-strong workforce, and five percent ($11 billion) share of the country’s gross domestic product (GDP), call center operations are still flourishing in the Philippines. In fact, the Philippines remains the call center capital of the world.

Why PH is top outsourcing hub for call center operations

A post at Aljazeera.com noted that improved political environment, large English-speaking workforce, as well as affinity with Western culture are the factors that make the country the top outsourcing hub for call center operations. Moreover, clients can save up to 70 percent in labor and operational costs.
With the majority of call centers operating in Manila, many providers and clients are looking at other areas which can be new outsourcing hubs. Dubbed as Next Wave Cities, these are cities and provinces that have the characteristics needed in outsourcing, including large talent pools that can meet client requirements. The government fully supports the call center sector, and the outsourcing industry in general, with initiatives in the academe, infrastructure, and telecommunications.

Philippines-based outsourcing providers are also offering non-voice, high-valued processes as they are looking to diversify their outsourcing services. These services include game development, copywriting, graphic and engineering design, as well as animation.

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