10 years ago hardly anyone knew that Philippine call center even existed. Well, the truth is that a decade ago only a hand full of Philippine call centers were present and operating. Some of the first call centers that established a presence in the Philippines were Sykes and C3, Ambergris Solutions, Teleperformance and PeopleSupport. Of the aforementioned companies only Sykes and Teleperformance are still around. All other companies have been acquired by larger companies. Philippine call center are of extreme importance from an economic standpoint for the entire country. Since the year 2000 close to 1 million jobs have been created by Philippine call center. Over the last 5 years the number of call center service providers in the Philippines has more than quadrupled. Today, the large majority of new Philippine call center establishments come from small and medium sized enterprises at are setting up office in the country. The 20 largest call center service providers in the Philippines employ more than 40% of all call center agents in the country and account for more than 70% of all revenues generated. Philippine call center jobs enjoy a extremely reputation with college and university graduates and are very popular. Philippine call center have therefore no or hardly any problems supporting their growth. The main reason for the high popularity of Philippine call center jobs is the considerably high pay. Experience as a call center agent is also considered as an excellent first career step.
Where do Philippine call center locate?
Apart from the two main business hubs, namely Makati and Ortigas City a large number of call center firms have set up office in Eastwood Cyber City and in Cebu. Over the last three years the country’s largest CRM providers such as Convergys have established call centers in provinces such as Dumagette and IloIlo. The advantages of locating outside of Metro Manila are, simply put, cost and human resource availability. Philippine call center operators that have been setting up office outside of Metro Manila generate significantly higher profit margins which can in some cases reach up to 50%. Some of the world’s leading call center service providers such as TeleTech found great success in building call centers in more remote regions of the country.