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PH Call Centers to Increase Targets

by: Sarah Joson

Tuesday, September 3, 2013 | Outsourcing News |

According to Benedict Hernandez, President of the Contact Center Association of the Philippines (CCAP), growth projections for the sector will be overwhelming due to the fluctuating foreign exchange rates. He said whenever India becomes a less expensive outsourcing destination because of the fluctuating currency, call center companies donít make a fuss over it. Before, CCAPís initial targets were 15-20% for employment and 10-15% for revenues. Now, the organizationís predictions for the sector are 18% for revenues ($10.4 billion) and 586,000 jobs.

Moreover, the executive projected that by the end of 2016, the industry will employ 915,000 Filipinos and post revenues of $16.3 billion.

The key segments that are said to fuel growth in the sector are traditional voice processes and healthcare information management, especially now with the USí shifting healthcare sector.

The CCAP executive explained that the shift in the healthcare system of the US will be beneficial to the Philippines since the country is identified to have many qualified medical practitioners, doctors, and nurses.  

Hernandez explained during his presentation at the International Contact Center Conference and Expo (ICCCE) 2013 that the Philippines is poised to benefit from the changing ways healthcare companies in the US care for patients. In addition to that, he said the Philippines is a unique destination for health information management because it has all the factors that make it a suitable player in the industry.

Meanwhile, TJ Singh, Vice-president for Research at Gartner, said the Philippines has indeed made its mark in the business process outsourcing (BPO) sector, but has to reinforce its position in the global market as a global delivery services provider.


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