There are many successful industry in the Philippines, in which most are agriculture. However, other than agriculture, the call center industry is also one of the largest and most successful industries in the Philippines. According to the government, the call center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years.
The call center industry was also considered as one of the fastest growing sectors within the economy. However, due to recent events, such as the global recession, the call center industry have taken a huge impact, which led to its significant downfall in recent years.
Growth of call center industry
According to many experts, the call center industry of the Philippines first started as plain providers of email response and managing services. However, because of Filipino's knowledge in the use of the English language, which is above most Asian countries, many corporations from other countries such as in the US chose the Philippines as their base of outsourced services.
Because of these companies, a number of new services were introduced in the Philippines which is mostly comprised of customer relation services and Order taking services such as travel services, technical support, education, customer care, and financial services.
However, other than customer relation and Order taking services, many call centers, such as Sykes, Convergys, and other outsourced companies, have also introduced another service, which is business relation services, including: online business to customer support and online business to business support.
Call center industry during global recession
The recent global recession, according to many experts, have made a significant impact in the Philippines' call center industry downturn. Because of global recession, many outsourced companies in the Philippines, which makes up the largest market in the call center industry in the Philippines, have closed which led to a large scale unemployment.
This also triggered a significant change in their recruitment process and requirements. Though most would only provide customer relations and Order taking services, many call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Their recruitment process, on the other hand, have also significantly changed to make it more challenging for competitive and skillful applicants.
Call center industry of today
Though the recent global recession have caused a major downturn in the call center industry of the Philippines, the government still sees the industry as their sunshine industry. In spite of this condition, a very well known US outsourcing giant declared recent plans for five new customer contact centers in the Philippines which signifies jobs for at least 7,000 people. In 2006, 160,000 people were employed in a US$2 billion (S$3 billion) business.
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