Sunday, December 05, 2010

Philippines: new call center capital of the world

According to the recently released IBM's Global Locations Trend Annual Report in New York, the Philippines is now the world leader in business support functions like shares services and business processes outsourcing, overtaking India since last year in these categories.
Like India, the Philippines offered a similarly attractive business environment for international support group.
However, labor costs in the Philippines have not increased as much as it did in India.
The country has become the call center capital of the world with its 350,000 call center employees against India's 330,000 workforce, said the Contract Center Association of the Philippines (CCAP).
The expected revenues from the call center industry is expected to reach $5.7 billion in 2010 higher than India's $5.5 billion, said the CCAP.
Call centers provide the so-called "voice" like customer support and sales. They are part of the business processes outsourcing (BPO). They make up 70 percent of the BPO in the country.
The Business Processing Association of the Philippines said there are 600,000 Filipinos in the BPO industry.
Here is the list of leading countries in BPO, according to the IBM Report:
1. The Philippines
2. India
3. United States
4. Poland
5. China
6. Britain
7. Columbia
8. Costa Rica
9. Fiji
10. Ireland
11. South Africa
12. Sri Lanka
13. Hungary
14. Australia
15. Egypt
16. Chile
17. France
18. Canada
19. Singapore
20. The Netherlands
The IBM report cited Sri Lanka as another country that has positioned itself as an alternative to India.
India's Tata Consultancy Services has opened its first BPO center in Southeast Asia at the Bonifacio Global City in Taguig, Philippines on Thursday.
Recognizing the high revenue generated from BPO, Filipino lawmakers would file measures to jump start legislative support for the industry particularly its workers for the booming industry.
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