An Outlook of the Call Center Industry


• The predicted outlook for the year 2020 regarding the development of BPO services and contact centers in the Philippines is strong. The global market share of the IT-BPO industry of the Philippines is at 16 percent, beating India in the last two years.

• As the offshore contact center industry is one of the fastest growing industries in the Philippines today, based on sectoral projections, the call center industry is expected to create an annual 60,000-70,000 jobs until 2022.

• For the provision of offshore solutions for non-core, English-language business processes that depend substantially on the human element, the Philippines offers significant quality and value.

New foreign and domestic contact center outsourcing investments in the Philippines

Company

Location

Workstations

Employees

Investment

(US$ millions)

Convergys Corp.

Enterprise Center

Makati

840

1,875

10.06

E-Performax Contact Center Corp.

 

N/A

210 8

N/A

9.25

Epixtar Corp.

 

Eastwood Corporate Center

Quezon City

1,500

3 , 000

N/A

RMH Teleservices Asia Pacific, Inc.

 

Eastwood City Cyberpark

Quezon City

500

768

9.22

Vision-X (Phils.) Inc.

 

RCBC Plaza

Makati

2,000 9

700 10

826

6.80 11

2.80

 

Totals

5,750

6,469

38.13

Sources: Philippine BoI; Philippine Department of Trade and Industry.

 

8Plans call for expansion to 1,000 workstations within 11 months.

9 Projected figure for 2004.

10 The actual figure for 2003.

11 Projected figure for 2004.