Firms still focusing on English-speaking markets MANILA, Philippines – With the US economy inching towards recovery, the contact center industry is seeing double digit growth for 2010, largely due to diversification and expansion of major clients abroad. The local industry is expected to finish the year with more than $5 billion in revenues, a growth rate of around 15 percent and beating last year's $4.5 billion. Local contact centers are also more focused on reducing attrition rate while improving the working environment of their employees.
Call-center revenue seen to grow mildly at 20%
THE Philippine call-center industry is poised to end 2009 with a 20-percent revenue growth, its lowest expansion thus far in its decade-old existence.
For next year, Jojo Uligan, executive director of the Contact Center Association of the Philippines (CCAP), said the industry is expected to grow just 20 percent anew with the economic crisis still a key negative influence.
“We will again focus on the cost and quality that we give to our clients. We will continue to take advantage of the situation because with the economic crisis, companies look to outsource more of their operations to save on cost and, at the same time, improve on their quality of service, which is what the Philippines delivers,” said Uligan.
