Customer support call center revenues to overtake remittances

OABPO Blog Team Published on October 23, 2013
customer-support-call-center-

The next five years are seen to be favorable to the business process outsourcing (BPO) sector as its earnings are forecasted to total higher than the overseas Filipino workers (OFW) remittances.
The current revenue of BPO companies, particularly customer support call centers, amounts to about $16 billion while OFW remittance is roughly $24 billion. The 10% growth rate of BPOs will exceed this year s $16-billion revenue to $20 billion in 2014, so the eventual overtaking is highly possible, Monetary Board official Felipe Medalla predicted.
Medalla added that the growth will mean more jobs for Filipinos and reflect prosperity on other industries. Food and property sects will take advantage of the opportunity by extending operations and opening more branches in the country s major business districts where most outsourcing companies are situated.
It s creating employment, demand. Many of these restaurants will not be there without that. Quite a bit of demand will not be there. Demand for condos will fall without that, Medalla stated in an interview during the 39th Philippine Business Conference and Expo.
The challenge now is for the BPO industry (including customer support call centers) to remain as one of the country s economic drivers. Its strength relies mainly on the workforce, so Medalla pressed on improving the quality of Philippine education to produce competent professionals. This may mean that private education and training institutes will benefit from the expansion as well.
OFW deployment, on the other hand, continues to surge along with the money that OFWs bring in to the country. This resulted in a 6.8% remittance increase in the first eight months of 2013, as reported by Contact Center Association of the Philippines (CCAP).
The majority of the remittances come from countries such as the USA, the United Kingdom, Canada, Saudi Arabia, the UAE, Singapore, and Japan.
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