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Industry Research : Local Call Centers See Increase in Revenue by 2016
Mar 27, 2013 -- The Philippines will remain a preferred destination for voice-related services required by overseas clients despite the appreciation of the peso and the competition posed by other countries such as India, the Contact Center Association of the Philippines (Ccap) said.
The strong performance of the local call-center sector in 2013 and expectations of its continuous expansion in the next three years prompted Ccap to revise its revenue and job-generation targets by 2016.
Local call enters are looking at increasing revenues to $15 billion and creating around 900,000 jobs by 2016. Previously, Ccap targeted revenues of $14.7 billion and the creation of 860,000 jobs.
In 2012 total revenues of call centers went up by 21 percent year-on-year to $8.6 billion, from $7.1 billion a year ago.
This year Ccap is targeting a year-on-year increase of 15 percent in terms of revenues.
"Philippine call centers will continue to be favored by clients because of the quality of service we provide," said Ccap Executive Director Jojo Uligan in a telephone interview.
Ccap earlier warned that the continuous appreciation of the peso against the dollar could pose a threat to the expansion of the local call-center industry. The strengthening of the peso can cut into the margins of local call centers since they bill their clients in dollars.
Uligan, however, said local call centers have remained resilient despite the appreciation of the peso to below P41 against the dollar.
"Definitely, the appreciation of the peso will result in lower margins for us but local call centers are still surviving," he added.
Government data showed that the monthly average peso-dollar exchange rate slightly went down to 40.6723 in February, from 40.7295 in January. In February the peso remained strong compared to the US dollar.
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Contact Center Association Of The Philippines
Published: Tuesday, March 19, 2013