subject: The Philippines' Call Center Industry [print this page] The Philippines' Call Center Industry The Philippines' Call Center Industry
The call center industry of the Philippines is one of the country's most recognized industry aside from agriculture. It is also the industry that made the Philippines one of the most competitive market in Asia, in terms of outsourced services such as web development, call center services, and other outsourced services. So what is the call center industry in the Philippines?
The first call center industry
The call center industry in the past weren't as popular and recognized around the world as it is today. This is because, in the past, the call center industry of the Philippines are only known as plain providers of email response as well as managing services. These services, however, have changed when companies from other countries, mostly from the US, have made their choice in choosing the Philippines as their center of outsourced call center services.
Part of the many changes made was with the introduction of new services in the industry, which further boosted the country's competence in the global market. These new services mainly included almost all forms of customer relation services such as travel services, technical support, education, customer care, and financial services.
However, other than customer relations, a number of new services have also been introduced in the industry which involves a more business-to-business approach. Many call center agencies in the Philippines today can also provide aBusiness Answering Service which mostly involves online business to customer support and online business to business support.
Call center industry as the sunshine industry
Because of its rapid growth in the Philippines, particularly when a number of new outsourced companies are still pouring in from other countries, the Philippine government tagged the industry as the Philippines' Sunshine Industry because of its massive expansion over the last 10 years.
It is also considered as one of the fastest growing sectors within the economy, particularly with all the new services including theBusiness Answering Service. This, however, changed significantly when the industry have taken a huge downturn.
Effect of global recession
Because of the global recession, many outsourced companies in the Philippines, mostly comprised from small to medium companies, have closed due to global recession happening in the US, particularly because most of these outsourced companies came from the US. Because of this, many Filipinos were left unemployed because of the major global recession happening around the world.
Although there are still some outsourced companies standing in the Philippines during the global recession, a number of changes have been made in their requirements as well as recruitment processes to hire only those who are skilled and competent. Because most of these companies provideBusiness Answering Service, call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills.
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