Industry Research : Call Center Sector Revenues Hit $10B
Revenues of call centers in the country hit a record $10 billion in 2013 amid sustained strong demand to serve traditional, English-speaking markets such as the United States.
Official data from the Contact Center Association of the Philippines (CCAP) showed that revenues last year exceeded the $9.9-billion target and were about 18-percent higher than the $8.6 billion generated in 2012.
At end-2013, full-time employment in contact centers reached 586,000, up from 502,000 in 2012.
According to CCAP, the sector’s revenues and employment were both poised to grow 14-15 percent this year as well as in 2015.
The contact center sector accounts for up to 70 percent of the entire information technology-business process management (IT-BPM) industry in the Philippines.
"The US is still the dominant market, but the UK, Australia and New Zealand are emerging markets," CCAP said.
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The Philippines has dislodged India as the world’s largest call center hub on the back of an influx of call center companies increasingly tapping the English-speaking Filipino workforce.
Due to robust growth, CCAP last year revised upwards the contact center sector’s revenue projections until 2016 as follows: $11.4 billion (from $11.1 billion) for 2014, $13.1 billion (from $12.8 billion) for 2015 and $15 billion (from $14.7 billion) for 2016.
Posted by Veronica Silva Cusi, news correspondent
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