Rise And Fall Of The Call Center Industry In The Philippines

Rise And Fall Of The Call Center Industry In The Philippines

The call center industry is one of the most largest as well as one of the most successful industries in the Philippines. It is also known as the sunshine industry by the government because of its rapid and massive expansion in only 10 years. However, the call center industry wasn't always what it was compared to the call center industry of today.

Rise of call centers

The call center industry of the Philippines in the past weren't as grand as it is today, particularly with all theOutsource Call Center agencies found across the Philippines. In the past, call centers were only known as providers of email response and managing services.

However, due to the growth of outsourced call center agencies around the Philippines, as well as the support of the government, particularly in Gloria Arroyo's regime, the call center industry eventually grew and introduced a number of new services making the Philippines as a very competitive market in terms of call center services.

From plain providers of email response and managing services, most call centers today, local or foreign, have introduced new call center services which mainly include all types of customer relations such as travel services, technical support, education, customer care, financial services. ManyOutsource Call Center agencies have also introduced a number of services which are mostly provided for businesses, such as online business to customer support and online business to business support.

Call center as answer to unemployment

The reason why the call center industry have grown so much in merely 10 years is because the government saw its benefits to accommodate the growing number of unemployed Filipinos. This is because call centers in that time wasn't as hard as the industry known today.

Another is because the competition weren't also as big as it is today, and that any college (and high-school) graduates can easily land a position in any call center agency. However, all of these have changed when the Philippines was struck by global recession.

Call center industry after global recession

After the global recession, the call center industry have changed significantly. Due to the economic downturn in United States, where theOutsource Call Center industry's revenue came from, only few potential investors are surveying for outsourcing sites. Many companies have also closed down due to global recession.

Though the industry still stands, many changes have been made to select only those who are qualified to take the job. Call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills.

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