Successes of the Call Center Industry of the Philippines

The call center industry is one of today’s largest industries in the Philippines. It is also considered as the Sunshine Industry by the Philippine government because of its massive growth in only a decade. But what is the call center industry? What are the reasons why it became successful? And how did the industry had even started?

Call Center of the Past
The call center industry wasn’t always a provider of Live Answering Service, it was first known as a simple provider of email response and managing services. Though not as important today, this service was in-demand in the Philippine, by many companies and corporations. However, this service wasn’t as widely distributed compared to the call center industry today.

This changed when a number of third-party agencies had started to offer Business Answering Service to their clients in conjunction with their email management services. Eventually, their clients had steadily shifted from email services to call center services which led to the dramatic growth of demand for call center services in the Philippines.

Because of the sheer growth of demands for call center services, the number of third-party companies, or known now as call center companies, proved insufficient to accommodate this growing demand. This then led to the growth of new call center companies and agencies in the Philippines which prompted the start of the call center industry.

Rise to the Global Market
Because of the healthy growth of the call center industry, many foreign investors had started to come into the Philippines to either outsource their Business Answering Service to call center companies and agencies in the Philippines, while others came to start their own call center business in the Philippines.

Many multinational BPO companies had also expanded their business into the Philippines, such as Sykes, Convergys, Accenture, eTelecare, and many more, which further added to the competence of the call center industry of the Philippines in the global market.

Call Center Capital of the World
Eventually, through continuous success of the call center industry of the Philippines, even during global recession, the Philippines were placed as the 2nd largest provider of call center services in the global market. This was until recently that the Philippines have replaced India as the call center capital of the world.

This recognition was because of the success of call center industry to provide the most diverse live answering services in the market, as well as the cheapest manpower in the market. In addition to that, Filipinos are also known for their skills and fluency in English compared to that in India.