The country’s business process outsourcing (BPO) sector is spearheaded by the voice service segment that carries mostly customer support roles for a dominantly US-based market. Looking at the Philippine BPO’s history at a glance will show how significantly short the time it took for the call center business to evolve as a bustling economic pillar after its discreet arrival more than a decade ago.
Initially offering customer service and technical support roles for retail and service-providing firms, the industry branched out to processes that require higher-level expertise. Now, it’s common for Philippine-based BPO companies to handle accounts under professional service industries like healthcare management, legal, research & development, and finance & accounting.
It is the country’s highly competent workforce that mainly propelled the call center industry atop other BPO segments in and out of the Philippines. As most agents are college-educated, bilingual, and immersed in the Western culture, businesses prefer entrusting their customers to the neutrally-accented Filipinos than to other Asian BPO hubs. This is the same factor that helped the Philippines earn the nod of the majority of the world’s voice service market.
At present, the country controls the call center game by catering to about 30% of the total market share. Proof to this can be seen in how 70% of India’s voice service outsourcing market transferred to the Philippines in 2013, making Manila the second best outsourcing destination in the world. Feats such as these only show how far the Philippine call center industry has come and how much farther it can go in the future.