Philippines Becomes the Main Hub for Call Center Industry

The enterprise contact center industry is one of the fastest growing industries in Philippines. This country is considered as location of choice due to its less expensive labor costs as well as for its highly skilled labor force with proficiency in American-style English and idioms. The country created more than 40,000 jobs last year, helping many scholars to get the right kind of work they were looking for.

In fact, Philippines is aspiring to be the top BPO destination and has sanctioned almost $12 million USD to help train millions of Filipinos, who are aiming to become call center agents. In the next three years, Philippines aims to produce at least a million call center agents to keep up with the demand.

Jay Santisteban, operations manager at Contact Center Association of the Philippines, said, “The industry requires close to about 200,000 heads per year. That's a challenge. The government is helping the industry for training for near-hire individuals. These are individuals that went through the normal hiring process but for some reason couldn't get through, as they lack certain skills.”


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SPI Global is one such business process outsourcing company, expanding rigorously with over 18,000 employees currently working at its premises. This Filipino-owned firm even plans to double its size in the next three years.

Maulik Parekh, president and CEO of SPI Global, said: “Our internal growth plan is to actually go from a roughly 250-million-dollar company that we are today to half a billion dollars in revenue by 2016. So that's our one ambitious bold goal that gets us all fired up. I have been to many different countries where they have BPO industry thriving, there is no other place in the world that has people so passionate in caring and helping others like I find here in the Philippines.”

Many Industry leaders are predicting that Philippines' call center industry will grow to nearly US$15 billion by 2016.