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Call Center Sector still Leads PH BPO

by: Sarah Joson

Friday, October 19, 2012 | Outsourcing News |

Call center sector leads BPO industry

The call center sector continues to have the upper hand in the Philippines’ business process outsourcing (BPO) industry, and is predicted to contribute US$14.7 billion in revenues and 800,000 jobs by 2016.

Benedict Hernandez, President to both Contact Center Association of the Philippines (CCAP) and Business Processing Association of the Philippines (BPAP), said the voice sector will provide more job opportunities in the future.

A 21-percent growth was seen for the sector last year. The voice sector employs 493,000, accounting for 64 percent of the sector’s direct employees, and $9 billion in revenues, which is 67% of the industry’s total returns.
According to Hernandez, some of the challenges that the sector will face in the coming years are talent shortage, high attrition rate, and maintaining the marketability of the country as an outsourcing hub.

Meanwhile, Senator Edgardo Angara reiterated during the recent International Contact Center Conference and Expo that the country has enough talent but their skills do not match the requirements. One of the solutions, he said, is the K-12 education program. He added that the government is thinking of providing P1 billion worth of investments on education and talent development to improve the skills and potential of candidates.


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