Philippine call center and IT outsourcing revenues up by 17%

Philippine call center and IT outsourcing revenues up by 17%

OABPO Blog Team Published on February 17, 2014

Philippine-call-center-
Revenues generated by Philippine call center and IT outsourcing companies grew by 17% in 2013 through the aid of foreign investors looking to expand operations in the country. This was disclosed by the Information Technology and Business Process Association of the Philippines (IBPAP).

IBPAP president and CEO Jose Mari Mercado said that the $13.2-billion revenue made by the information technology and business process outsourcing (IT-BPO) sector in 2012 hiked to $15.5 billion last year.

Philippine-call-center

He remarked that foreign companies see the Philippines as the most preferred location for voice services and second top choice for non-voice business solutions.

This backed Mercado’s estimate of another 17% revenue increase for the IT-BPO sector by the end of 2014, considering that IT-BPO employment likewise rose to 900,000 in 2013 from 2012’s 777,000.

“The performance of Filipino knowledge workers industry has been such that the clients have been coming back and just asking for more and more work to be done in the Philippines,” Mercado said at the Conference on United Kingdom Higher Education and Corporate Training held February 13.

Manpower and expansion plans to fuel further growth

Responding to the demand, IBPAP aims to reach the 1.40-million IT-BPO manpower count in the coming months.
“The healthcare sector is expected to grow very, very fast this year. And then the engineering services sector is another vast sector we are looking at,” Mercado said.

A significant percent of the additional workforce will concentrate on back office roles opened by new players in the local outsourcing industry. Two of these BPO companies, Mercado disclosed, are an American firm with plans of opening a Philippine leg for its accounting and financial services, as well as a Japanese healthcare information services company that is eyeing an office in Metro Manila.
“They are looking at initially 200 to 300 people,” he said.

An Australian insurance and financial services firm with Metro Manila operations is also looking to expand its 1,000-person workforce by opening a Cebu branch for 600 more employees.

Government organizations to provide backup

IBPAP seeks government support, particularly from the Board of Investments, to help sell Philippine call center and IT firms as a set-up shop to more international markets.

IBPAP is also tapping education authorities namely, the Technical Education and Skills Development Authority (TESDA) and the Commission on Higher Education (CHED) to heighten the preparations of graduates through trainings and programs about skills needed in IT-BPO recruitment.

In addition to that, Mercado said that the IBPAP is pursuing partnership deals with educational and training institutions in the United Kingdom to push Filipino IT-BPO workers into the British market.

Being one of the fastest growing call centers in the Philippines, Open Access BPO lives up to its reputation by only hiring competent individuals and training them according to industry benchmarks. 

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO17 hours ago
Your customer service defines your business. The first step to ensuring that you do the right thing is to adapt the language that helps you deliver excellent #CustomerSupport: https://zcu.io/JRI2

#WeSpeakYourLanguage #CustServ #CallCenter
Open Access BPO
Open Access BPO3 days ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

Read more on adapting the right language to build customer rapport: https://zcu.io/IMsh

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO4 days ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

#WeSpeakYourLanguage #CustServ #CustomerSupport
Open Access BPO
Open Access BPO7 days ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO1 week ago
Successful #CustomerService training programs help agents provide support consistent with the client's goals and values. At Open Access BPO, we look out for these mistakes to optimize our #training programs and ensure #EmployeeGrowth: https://zcu.io/zsfK

#WeSpeakYourLanguage