Industry Research : Philippines Remains Preferred Location of Call Centers
The Philippines remains the preferred location for contact center and healthcare services in the world despite the cheaper cost of doing business in other countries such as India, the Contact Center Association of the Philippines said Friday.
"Our strong brand has made the Philippines less vulnerable to competing countries in the contact center sphere. Clients place a premium on our competitive advantage on language, affinity to Western culture and the authentic desire to provide exceptional service," said CCAP president Benedict Hernandez.
Hernandez said despite the recent drop in the value of the peso against the US dollar, the cost of doing business in India was still cheaper by 25 percent to 30 percent due to the heavily depreciated rupee.
"The weaker peso is actually helping us," he said, adding that a strong peso was actually bad for the local industry as it made India a much cheaper location for offshore outsourced services.
Everest Group vice president for global sourcing H Karthik said "the Philippines enjoys competitive advantage in skill, quality and cultural affinity."
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Karthik said to maintain its leading position, contact centers in the Philippines should offer differentiated services and reduce cost.
Genpact Services LLC country manager Danilo Sebastian Reyes said while currency stability was important to business forecasts, global companies could always hedge their position in countries where they operate to mitigate the impact of foreign exchange fluctuations.
Posted by Veronica Silva Cusi, news correspondent
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