Philippines: The New Call Center Capital

According to an article published by The New York Times, The Philippines is now the “New Capital of Call Centers”, a position previously associated with India. This is due to the continuing growth of call centers in the Philippines, which was also labeled as the “revolution” that has “reshaped the call center business” in the world. According to the article, the Philippines call center demographic is mostly made up of young people who speak lightly accented English” and are very well oriented with the American culture.

IT-BPO needs visibility and strategy to achieve growth

Even if the outlook towards the local IT-BPO remains positive to very positive by the respondents of a recent survey by the Business Processing Association of the Philippines (BPAP) and Outsource2Philippines (O2P), both organizations related with outsourcing Philippines, stated that the BPO-IT industry needs greater visibility both locally and internationally for the industry to meet high-end growth targets.

According to the 179 executives surveyed, more than just settling at the idea that the country is being optimistic about the growth of the industry, the BPO industry and the Philippine government still need to do more than just “sell” the industry. The BPO industry should also sell the attributes and opportunities for potential offshore staff and their influencers more while the Philippine government should create a plan to increase the visibility of local IT-BPO industries and its capabilities.

Bills to make BPO sector more investor-attractive pushed

A series of bills in the House of Representatives seeks to make the BPO industry in the Philippines, which includes call centers in the Philippines, more attractive to potential investors.

According to House Speaker Feliciano Belmonte Jr., among the bills already “moving” inside the House of Representatives are the Data Privacy Act, creation of the Department of Information and Communication Technology, and the Anti-Cyber Crime Act. These bills seeks to boost the position of offshoring Philippines.

Rep. Arroyo proposes more protection for call center agents

Former President and incumbent Pampanga Rep. Gloria Macapagal-Arroyo and her son, Camarines Sur Rep. Diosdado Arroyo, have filed a bill demanding more protection for the over 400,000 workers of Philippine business process outsourcing (BPO) or Philippine call centers

The lawmakers have filed House Bill 5218, or the Magna Carta for Call Center Workers, which enumerates the rights of offshore staff in the Philippines such as call center agents and protect the interest and welfare of its workers.

“It is in the interest of the BPO companies themselves to protect their workers who are their most important resource,” the younger Arroyo said in a statement.

Philippines BPO Industry – Experts Forecast Clear Skies Ahead

BPO Industry in the Philippines

Regarded as one of the fastest growing industries in the world, the Philippine BPO market is expected to continue on a positive trend this year. Experts at the Business Processing Association of the Philippines project an annual increase of at least 4-10% in global market shares, coupled with an expected revenue of at least $10-12 billion. An annual hiring rate of 150,000 is also anticipated, thereby establishing the Philippines as one of the top choices for BPO destinations in Asia.