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Philippine Contact Centers Looking Beyond U.S. to Drive Growth
In fact, the Contact Center Association of the Philippines (CCAP) has reported that local call centers are tapping other English-speaking markets as the economic slowdown is impacting the likelihood of increasing call center operations for U.S.-based companies.
The CCAP has 39 member companies, or 15 percent of the more than 200 call center operators in the country. As of the first six months of the year, the group’s members accounted for more than 50 percent of the industry’s workforce.
According to Uligan, the contact center industry remains confident of meeting its revenue target of $4.35 billion by the end of the year. This figure will account for 67 percent of the total revenues of the business process outsourcing (BPO) industry.
Oscar Sanez, Business Processing Association of the Philippines (BPAP), said the industry is confident of meeting its $6.8 billion to $7 billion revenue target, especially now that the industry is targeting markets other than those just in the U.S. The U.S. market accounts for about 90 percent of the total Philippine industry clientele.
A variety of research studies completed on the global contact center industry have identified the Philippines as a strong and growing contact center region. Firms throughout the world can look to this area to establish contact centers with low overhead and skilled English-speaking employees.
In order to continue to drive growth, the major contact center players in the country understand that while there will continue to be opportunities out of the U.S., especially with the economic downturn, it is wise to look beyond its borders for other English-speaking opportunities.