Industry Research : Contact Center Bullish on Clark Business Outsourcing Industry
The Contact Center Association of the Philippines (CCAP) has expressed optimism on the growth of business process outsourcing (BPO) industry in Clark.
The CCAP issued the statement after three of its call center members here were named top three Philippines global outsourcing firms recently.
CCAP president Benedict Hernandez said call centers outside Metro Manila have grown during the last five years. He said the BPO industry inside the Freeport will accelerate development in the next five years.
During a press briefing at the Manila Peninsula in Makati City, Hernandez said the acceleration of the BPO industry in Clark is due to the activities at the Diosdado Macapagal International Airport (DMIA).
"It's only a matter of time that the acceleration will happen and there's no reason why (Clark) would not be a significant player in the BPO industry like in other countries," Hernandez said.
"The other positive trend is really the fact that in our experience at CCAP, as we now get a fulltime info drive program in the adoption and success program, is actually been better in the non-Metro Manila location," Hernandez said.
Sutherland Global Services Philippines Inc. is one of the BPOs outside Metro Manila that has been experiencing growth.
Sutherland is one of the three BPOs included in the top 100 global outsourcing firms that were ranked by Association of Outsourcing Professionals (IAOP) recently.
Sutherland was ranked 29th by AIOP in their recent reports. Two other call centers in Clark were among top 100 BPOs ranked by the prestigious AIOP.
The Global Outsourcing 100 is designed to help companies compare and select service providers using an objective methodology that mirrors the evaluation process a buyer would use to select a provider.
CCAP said the Philippines' contact center industry experienced a global increase of 50 percent in the last five years.
The BPO industry grew by $6.2 billion in 2010 compared to the $2.6 billion in revenues in 2006 with a corresponding annual growth rate of 21 percent.
At the same time, the industry is employing at least 344,000 by the end of 2010 compared to the 160,000 workers in 2006.
CCAP also said that estimated revenue for the Philippines in 2010 has exceeded the estimated revenue of India at $5.6 billion to 5.9 billion.
"We can attribute our phenomenal growth to the quality of service our world-class professionals consistently deliver," Hernandez.
Posted by Veronica Silva Cusi, news correspondent
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