The Philippine Call Center Industry

The call center industry is considered by the Philippine government as the Sunshine Industry of the Philippines. This is because of its rapid growth, massive expansion, and continuous success not only in the Philippines, but also in the global market.

Brief History of the Call Center Industry in the Philippines
According to industry experts, the call center industry started not as a provider of Live Answering Service, but as a provider of email response and managing services. The industry, however, had changed when live answering services were introduced into the market, such as customer care and technical support.

Due to these new services, the demand for live answering services had dramatically grown in the market, which also led to the growth of call center companies and agencies in the Philippines. According to industry experts, this marked the start of the call center industry in the Philippines.

New Services
Because of the number of new call center companies and agencies in the Philippines, many new call center services were introduced in the Philippine market. Aside from Small Business Answering service such as customer care, order taking services, reservation services, financial services, travel services, and education services, many call center companies in Philippines had also started to offer a number of business to Business Answering Service such as online business to customer support, online business to business support.

Global Market
Because of the continuous growth and success of the call center industry of the Philippines, many foreign investors have come in the Philippines to outsource either outsource their services to call center companies and agencies in the Philippines or to start their own call center business in the Philippines.

According to industry experts, it was because of this that the call center industry had grown massively in only less than a decade, and it was because of a number of foreign companies, particularly the many multinational companies such as Sykes, Accenture, Convergys, and many more that gave the Philippines rise in the global market.

During and After Global Recession
During Global Recession, many call center companies and agencies in the Philippines had closed down due to the fact that most of these had been established mainly for offshore companies. But because the US was heavily devastated by global recession, it has also caused the call center industry of the Philippines to fall from the market.

Today, however, the call center industry of the Philippines had steadily risen in the market, particularly with its continuous growth in the market. It is now considered as one of the largest and most successful industries in the Philippines.