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Call Center Philippines

Call Center Philippines Guide provides you an overview of the Philippines call center industry, its players, and its prospects. This guide is for you if:

  • you're looking to set up or expand your call center operations
  • you're searching for high-quality, reliable and cost-effective offshore call center solutions
  • if you simply want to learn more about the potential of the Philippines call center industry.

Philippines: The Call Center Destination of Choice

While India remains the leader in software outsourcing servces, the Philippines is now the preferred destination for customer contact outsource services.

Together with business process outsourcing (BPO), the call center industry is a bright spot in the Philippine economy.

With an impressive compounded annual growth rate of 100%, the Philippines call center industry is the fastest growing industry in the world, overtaking India and China.

From only 4,500 in 2001, the number of call center seats have risen to 45,000 in 2004 and reached 125,000 seats in 2005. The Philippine government expects the call center industry to have 300,000 seats and to generate about $3 Billion in revenues by 2009.

Call Center Philippines: Advantages

The Philippines enjoys a competitive advantage in the call center market, primarily because of its:
  • high-quality knowledge workers (multi-skilled, English-speaking)
  • affinity to the western culture
  • familiarity with western business, legal, accounting practices
  • strong customer service orientation
  • excellent telecommunications infrastructure and physical facilities
  • competitive cost structure
  • full government and private support for the industry
Higher quality, better productivity at lower cost remains to be the Philippine call center industry's main value proposition.

Find out the many specific advantages of outsourcing customer service solutions to the Philippines.

Call Center Philippines: Players

The Philippines has attracted major US players providing customer contact services to Fortune 500 companies.

These include: Epixtar, Sykes, PeopleSupport, Sitel, Convergys, Teletech, APAC, Teletech, Cyber City Teleservices, among others. Furthermore companies such as America Online (AOL), Citibank, American Express, Intel, Microsoft have customer service centers in the Philippines.

Dell and JP Morgan have recently started their call center operations in the country.

European companies have also shown keen interest in the Philippines as a call center destination.

Even Indian companies have started to invest and set up contact center offices in the Philippines, recognizing the countries strengths and advantages, as well as responding to clients' demands for higher security and redundancy.

Several Philippine-based companies have gained recognition for their excellent customer service performance and garnered significant international business. Among these are eTelecare, Ambergris Solutions, Touch Asia, Blue Media communications.

We are updating this page so if you have any comments or if you have any questions about the Philippine call center industry, please feel free to contact us.

Call Center Philippines: News & Articles