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by Mary Saldago


Jan 17, 2017

An Overview of the Call Center Industry in the Philippines

Call centers began in the Philippines as providers of email response, managing customer response and managing services.  This broadened to industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, online business-to-customer support, and online business-to-business support.

Call Center Industry

The Philippine government has tagged the call center industry as the “Sunshine Industry” because of its massive expansion for the last 10 years. The majority of call centers are located in first tier cities of Metro Manila and Cebu City. The country has remained as an outsourcing favorite among various countries. More companies in the United States and Europe are coming to the Philippines to take advantage of the low cost yet high-quality call center and outsourcing services.

The Philippines has become the call-center capital of the world. Philippine call centers cater to clients from US, Australia, and United Kingdom. Being the third largest English speaking country in the world, with a high literacy rate, the Philippines is considered one of the most competitive call center destination in the world. Call centers continue to grow and surpass employment targets every year because of the high demand of offshore business in any parts of the world.

Types of customer call centers include:

  • Inbound Call Center
  • Outbound Call Center
  • Customer Service Center (Contact Center

Customer Service Center (Contact Center)

The call center industry uses numerous metrics to evaluate the effectiveness of a company and productivity of its personnel.  A successful call center is based on how the agents handle their calls and how agents worked as a team either in inbound setting, outbound or a contact center.

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