Call-Center Growth in the Philippines
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by Kraig Kleeman
CEO, Blaire Group
www.blairegroup.com
The Philippines continues to experience growth in its
call center outsourcing services industry.
Business process outsourcing or BPO is one of the fastest growing industries worldwide and this is especially true in the Philippines where offshore call center outsourcing services have led the business processing outsource industry into tremendous growth. Since the year 2000, the call center industry has been rapidly growing in terms of both revenue and employment. Offshore call center outsourcing services in The Philippines has not only contributed 12 percent to the country’s gross national product (GNP) but has been one of the biggest sources of employment for Filipinos. According to the Call Center Directory of the Philippine Economic Zone Authority (PEZA), the Philippines now has 788 major call centers over 20 key locations:
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Location
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Number of Centers
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Location
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Number of Centers
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Bacalod City
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6
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Las Pinas City
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9
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Baguio City
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8
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Makati City
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274
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Cabantuan City
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1
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Mandaluyong City
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32
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Cagayan De Oro
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3
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Muntinlupa City
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24
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Metro Cebu
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44
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Ortigas City
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141
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Metro Davao
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10
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Pampanga
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18
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Eastwood City
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30
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Pasig City
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27
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Iloilo
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7
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Quezon City
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77
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La Union
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1
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Rizal
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4
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Laguna
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12
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San Juan City
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13
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Industry Statistics.
- In 2005, the country had more than 70,000 call center professionals and by 2008, this number grew to nearly 200,000 with revenues exceeding US$1 billion, up from the 2000 revenue of US$24 million. According to industry analysts, the call center industry in the country could generate more than a million jobs and over US$12 billion revenues by 2010.
- In 2003, industry reviews ranked offshore call-center outsourcing services Philippines to be number one in the Asian region and the country continues to take the lead. Since 2001, the call center industry in the Philippines has been growing at an annual rate of 100 percent. In 2000, call center seats were less than a thousand and in 2004, the call center industry has gained 69,000 seats.
- The Philippines secured more than 30 percent of the total global market share in call center services in 2008 and the local call center industry along with the Philippine government is confident the country’s size of the market share could increase to more than 50 percent by 2010.
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