Tagged as the “Sunshine Industry” of the country, the Philippine call center industry has not only grown to be one of today’s most modern and prolific spaces in the developing country but has also been one of the biggest sources of revenues. In 2009, it earned as much as $5 billion, an impressive 22% increase from its 2008 ending numbers. This year, several industry experts are expecting an even bigger increase with the global financial crisis slowly waning. This year, the Philippine call center industry, among other outsourcing spaces in the country, are optimistic that it will create as much as 90,000 jobs and beyond. The steady growth of the Philippine call center industry and other services sector has led National Economic and Development Authority (NEDA) to believe that all in all, 2010 will see as much as 1.5 million new jobs created for the Filipino people. Out of these 90,000 jobs the Philippine call center industry is about to create, 55% will be call center agents while 45% will account for non-voice service agents. Nonetheless, it is a fairly large number that can accommodate the thousands of fresh graduates this year.
While the Philippine call center industry is experiencing slow and steady growth, we must highlight the possible reasons why there is a growing demand for the Filipino type of service.
The abundant Filipino workforce is highly capable, flexible and easily trainable.
As one of the world’s best destinations for outsourced services, the Philippine call center industry boasts of a large number of highly capable college graduates equipped with excellent English and information technology skills, basic requirements for entry-level call center agents. The typical Filipino workforce is highly capable of communicating well with both co-workers and clients, a skill deeply rooted in our culture. The Philippine call center industry is composed of naturally hospitable, accommodating individuals who work towards putting the clients’ needs first. Their core values are diligence and flexibility–values which carry over to the type of service they provide to customers all over the world. Because of these traits, our talent is one of the most sought-after in the world for customer service and support.
The Philippines has sufficient and capable I.T. infrastructure.
One of outgoing President Gloria Macapagal-Arroyo’s biggest accomplishments was pushing for infrastructure development during her term. February 2010 saw her heading to the province of Pampanga to promote her cyber corridor tour, which highlighted her developments in the ICT (information communication technology) sector. With the President’s support, the Philippine call center industry further penetrated Metro Manila, Metro Cebu and next wave cities Metro Laguna, Metro Cavite, Iloilo, Davao, Bacolod, Metro Pampanga, Metro Bulacan, Central Bulacan, Cagayan de Oro and Lipa. All of these cities are now being developed to accommodate the Philippine call center industry and the outsourcing industry’s demands. During her term, the president helped create incentives to IT companies and in turn lower internet costs to a single digit, providing businesses with cost efficient connectivity.
The Philippines is constantly growing in terms of infrastructure development, making it a better, more conducive business environment.
The growth of the Philippine call center industry has not only tapped into the nation’s talent but also helped other industries grow. For instance, the real estate industry witnessed a surge in the demand for office space. Because the Metro can only provide so much office space, second wave cities are now rising to be the future sites of BPO organizations. This enables the Philippine call center industry access to a wider array of Filipino talent.
The Philippine government and outsourcing organizations work together to support the Philippine call center industry.
The Philippine call center industry and outsourcing/offshoring industry is fully backed by the Business Processing Association of the Philippines, an organization composed of the nation’s best BPO experts and corporate leaders aiming to “promote the competitive advantages and the growth potential of the Philippines in existing and new areas of outsourcing and supports the industry in areas such as offshore marketing, education and training, security and privacy, legislation and public policy, among others.” Their mission is to “create a supportive environment for the Philippine O&O (offshoring and outsourcing) industry and strengthen the Philippine case to be the preferred O&O destination” in the global market. Among others, organizations that have shown their support through hosting skills development programs and industry studies include the National Economic and Development Authority (NEDA), the Trade Union Congress of the Philippines (TUCP), Medical Transcription Industry Association of the Philippines (MTIAPI), Animation Council of the Philippines (ACPI) and the Philippine Software Industry Association (PSIA).
The Philippines is competitive—we have the drive to succeed.
The Philippine call center industry is an attractive space in which Filipinos are passionate about honing their skills because it provides a career path towards success. Their passion to succeed is well benefited by a wide array of opportunities in career advancement and attractive compensation.
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