The Start of a Successful Industry

Monday, December 20, 2010

The call center industry of the Philippines is considered today as one of the largest and most successful industries in the Philippines. It also makes up 70% of the growth of the BPO or Business Process Outsource industry of the Philippines. And today, the country has now been considered as the call center capital of the world.

The Start of a Successful Industry

The call center industry started as a mere provider of email response and managing services. This had changed when a number of third-party companies had started to offer call center services such as customer care and technical support to their clients in conjunction with their email services. And since then, the industry had shifted from email management to outsource call center services.

A Rising Industry

Because of the usefulness of live answering services, the demand for such service had grown dramatically. This then led to the growth of both the number of call center companies and agencies in the Philippines as well as the growth of new call center services in the Philippines.

From services such as customer care and technical support, the call center industry had also introduced a number of services in which not only does large companies and corporations can take advantage, but also small and medium business. Small business answering service such as order taking service were some of the most popular in the past, particularly because of the scope of market that it targets.

Expanding to Other Markets

Due to the growth of the call center industry, particularly with the growth of live answering services, the call center industry were given the access they needed to enter other “untapped” markets in the Philippines, such as clinics, hospitals, restaurants, hotels, and many other markets in the Philippines. Eventually, the industry had grown so much that many foreign investors had started to invest in outsourcing their services to call center companies in the Philippines.

Domination of the Global Market

Soon, the call center industry of the Philippines had entered the global market to provide their own call center services to foreign investors. But because of the variety of call center services that the industry can offer, as well as the skills of Filipinos in speaking the English language as well as knowledge in the technical aspects of customer relations, the Philippines had quickly risen in the global market.

Today, because of the continuous success of the call center industry both within the Philippine market as well as the global market, the Philippines became the leading provider for call center services over India.