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India Regains some Call Center Services from PH

by: Sarah Joson

Monday, August 18, 2014 | Outsourcing News |

India lost 50% of Call Center Operations to the Philippines

It is a known fact that India was the one to beat in the call center outsourcing segment. But when the Philippines took over the top spot, India had a hard time recovering from its losses, with the lack of cultural affinity and neutral accent in the largest voice market - the US.

In a study done by the Associated Chambers of Commerce and Industry in India, it was reported that India lost more than 50 percent of its call center operations to the Philippines.

Meanwhile, a report from research firm IDC stated that the business process outsourcing (BPO) market in the US is projected to grow at a CAGR of 4.3 percent, and by 2017, it will be valued at $97.3 billion.

However, growth of voice services in the Philippines may soon slow down as it continues to face attrition, lack of manpower, etc.

Proof of the movement between these countries is the transfer of 600 jobs from the Philippines to India because the employees in India are better at upselling services. Companies such as Telstra are bringing back operations to India because of the skilled sales people - further proof that India is a feasible player in the voice outsourcing segment and work will slowly start coming in.

Also, different types of platforms such as email, social media, and chat are being integrated by multinational companies. These are eliminating constraints for India in terms of offering "purevoice" services.


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